Fraud Operations Manager (Remote)

Join our mission to create a completely new, 100% digital bank that uses consumer feedback to truly meet customers’ best interests. Jenius Bank, a division of SMBC MANUBANK, and a member of SMBC Group, is being built by a close-knit and fun-loving team of financial services professionals and technology experts who came together for the challenge of building a full-service digital bank from scratch. We’re committed to doing it the right way for the customer and are growing rapidly. To learn more about our relationship to our parent company, visit our website.

The anticipated salary range for this role is between $132,000.00 and $170,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees.

Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank’s first anniversary. We don’t plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group’s 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.

Summary

As the Vice President of Fraud Operations, you will lead and manage the team responsible for protecting Jenius bank, and our customers, from financial fraud. The team currently oversees fraud prevention for all our products and services including banking, lending, credit cards, customer onboarding, and all money movement. The ideal candidate will have significant banking experience, possess extensive knowledge of financial fraud, have a proven track record of process improvement, and be a skilled leader and communicator.

Principal Duties And Responsibilities

• Manage an operations team of approximately 50 people consisting of both internal and offshore team members.
• Motivate, coach, and reward teammates in areas such as quality, customer satisfaction, satisfaction, regulatory adherence, attendance, and other critical competencies.
• Create a culture of continuous improvement that increases productivity, raises customer satisfaction, and enhances employee engagement.
• Establish, track, and improve key operational metrics to ensure adherence to negotiated service levels.
• Report operational performance to executive leadership on a regular cadence.
• Maintain a volume forecast and ensure staffing capacity match’s demand.
• Create and maintain operational policies and procedures.
• Manage customer escalations and engage Legal, Compliance, AML, and other teams as needed.
• Create an annual operational expense budget and monitor performance against that plan.
• Drive and support strategic initiatives and projects that minimize fraud losses while providing positive user experience.
• Execute performance management process for the team by preparing and delivering monthly and annual performance reviews.
• Conduct regular 1:1s with employees to set and reinforce expectations, coach, develop, motivate, and maintain relationships of trust and cooperation.
  
  

Position Specifications

• 7 years working in banking or other related financial services.
• 5 years of direct experience in leading and managing fraud or AML operations.
• Experience in regulated financial services, with review of such activities as payments (ACH Debit etc.), P2P money movement, disputes, chargebacks, AML, and compliance frameworks such as KYC/CIP
• In-depth knowledge of the financial services/banking regulatory environment: FACT Act, Bank Secrecy Act, FCRA, Reg CC, Reg E, etc.
• Ability to multitask and prioritize for both you and your team, while maintaining flexibility to resolve urgent or business critical issues
• Must be able to deal with ambiguity, effectively cope with change, and shift gears comfortably.
  
  

EOE STATEMENT

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.

CCPA DISCLOSURE

Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure . Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.