Vonage - Head - Fraud Operations

- Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.

- Our function, within Fraud, is to protect our business, our customers and carrier partners from fraudulent behavior; ensuring we stay compliant with country, state and local laws and regulations.

- Our function, within Fraud, is to protect our business, our customers and carrier partners from fraudulent behavior; ensuring we stay compliant with country, state and local laws and regulations.

- The Senior Fraud Manager or Head of Fraud is key in defining and upholding anti-fraud policy, ensuring the profitability of the company.

- The duties of the role include analysis and implementation of initiatives to detect and prevent fraudulent transactions and behaviours, communicating these effectively with other areas of the business, minimising losses, and pro-actively contributing to the identification of improvements and technologies that should be used in preventing these problems up front.

- The successful candidate will be the main escalation point for all Fraud issues and will work with the senior management team in Operations to develop a 'Best in Class' Fraud Team.

- A team ready to face the changing and challenging landscape of Fraud and protect our revenue and services.

Your Key Responsibilities:

- The role will entail managing three main Fraud areas:.

- 24x7 Operation This incorporates the existing 24x7 Fraud Team and building this out to encompass all Carrier Operations functions that require 24x7 service management.

- Fraud Operations Tier 2 Fraud.

- Fraud Investigation Team Tier 3 Fraud investigation and proactive Fraud work.

- Be the 'face' of Fraud, fronting key meetings and communicating with senior management and stakeholders.

- Address Fraud escalations and provide actionable feedback.

- Create and maintain a library of runbooks, fraud documentation, and guides.

- Build metrics to measure Fraud performance against OKRs and update leadership via SOV.

- Collaborate with Legal and Compliance to address new rules and regulations.

- Own and manage Compliance and Fraud Regulations for CPaaS Reseller partners.

- Liaise with Quality & Innovation to improve alerting and dashboard metrics for fraud detection.

- Produce fraud risk reviews, mitigation plans, and steer their implementation.

- Support the Operations Manager in developing fraud prevention initiatives.

- Assist the local Carrier team in upholding standards and requirements.

- Provide guidance and information to the Finance team.

- Build a vision to advance the Fraud team, working closely with Fraud Product, tooling teams, and stakeholders.

- Experience working within the Telecommunications Industry and knowledge of both Voice and SMS Fraud.

- Proven track record of managing teams of similar size (3 teams, 25 people total).