The Director Digital Fraud and Scam Operations is a senior leadership role responsible for developing and executing the strategic vision for fraud and scam prevention across digital channels. This individual will lead a high-performing operational team, collaborate with key internal and external stakeholders, and ensure the delivery of an efficient, compliant, and customer-focused fraud prevention service.

Key Responsibilities

- Strategic Leadership: Develop and implement the strategic direction for digital fraud and scam operations, balancing customer experience with risk exposure.

- Operational Excellence: Oversee a high-paced operational team in coordination with Fraud Detection and Prevention units to achieve business objectives.

- Risk & Compliance: Ensure adherence to regulatory standards, bank policies, and industry protocols while maintaining robust processes and procedures.

- Performance & Insight: Monitor performance against service targets, identify fraud/scam risks and vulnerabilities, and provide actionable insights.

- Stakeholder Collaboration: Partner with Change and Delivery teams, industry leaders, and cross-functional units to drive business continuity and operational efficiency.

- Incident Management: Ensure rapid response to fraud and scam incidents, conduct root cause analysis, and develop effective mitigating controls.

- Culture & Development: Role model desired enterprise behaviors, lead and motivate teams, and foster a culture of continuous improvement.

Essential Capabilities & Experience

- Leadership & Influence: Strong leadership within and across business units, with excellent presentation, coaching, and influencing skills.

- Fraud & Risk Expertise: Deep understanding of fraud prevention, operational oversight, and risk management within digital banking environments.

- Strategic Mindset: Ability to develop strategic input, execute initiatives, and maintain an entrepreneurial, practical approach.

- Communication Skills: Exceptional verbal and written communication skills, with the ability to negotiate, build consensus, and communicate challenges effectively.

- Decision-Making: Proven experience making sound judgments under pressure and in high-stress situations.

- Customer & Results Focus: Commercially driven with a strong focus on outcomes and customer experience.

Key Accountabilities

- Drive continuous improvement of processes to optimize team performance and integrated functional outcomes.

- Maximize effectiveness in meeting enterprise objectives and deliverables.

- Stay informed on emerging fraud trends, scam tactics, and new fraud typologies.

- Ensure rapid, effective response to fraud and scam attacks, with robust root cause analysis and control implementation.

Qualifications & Experience

- Significant experience in fraud prevention, risk management, or related operational leadership roles within financial services or digital environments.

- Proven track record in leading teams, managing cross-functional projects, and delivering against strategic goals.

- Strong understanding of regulatory frameworks and compliance requirements in banking/fintech.

- Ability to build, lead, and motivate diverse teams in a fast-paced operational setting.

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