Head of Fraud Prevention

The Financial Crime Prevention Operations team is responsible for protecting the bank and its clients from fraud losses and financial crime risks across the full customer lifecycle. In Colombia, the team will be built from scratch to support the launch of debit cards and savings accounts. The function will cover fraud prevention operations, disputes management, AML operational support and regulatory compliance execution. The role requires building scalable processes, defining the operational model, hiring and leading managers and agents, and ensuring operational readiness before and after launch.

The Head of Fraud Prevention Program (Colombia) is responsible for:

• Owning the full operational scope of the Financial Crime Prevention team, including Antifraud, Disputes, AML operations and compliance-related case handling
• Designing and implementing the operational structure per area based on launch plan, projected client growth, transaction volumes and expected alert and dispute inflow
• Calculating and planning headcount per function, defining role distribution, workload allocation and productivity benchmarks
• Developing and documenting end to end operational processes for fraud monitoring, dispute handling and investigation workflows
• Building and maintaining operational manuals and knowledge base for agents, including fraud typologies, dispute scenarios, escalation paths and regulatory requirements
• Hiring key leadership roles prior to launch, including Gerente de Disputas, Coordinador de Prevención de Fraude and Gerente de AML y Cumplimiento and building the operational team
• Designing ticket and case management flows, including:
• Disputes handling from escalation from first line up to resolution
• Fraud alerts review and investigation
• Investigation tickets related to suspicious activity
• AML and Compliance case handling
• Ensuring operational processes are compliant with Colombian regulatory requirements and internal policies
• Partnering with Customer Support, Product, Compliance and Risk to ensure alignment between rules, alerts and operational capacity
• Supporting the development of training programs and onboarding materials for agents and managers
• Establishing KPIs, SLAs and quality control frameworks for fraud & disputes and AML & Compliance operations
• Monitoring operational performance, loss trends and process gaps, and implementing continuous improvements

Challenges that await you:

• Building a fully functional fraud & disputes and AML & Compliance operations teams before product launch
• Designing processes that are scalable, efficient and compliant in a new regulatory environment
• Balancing fraud risk mitigation with customer experience during early growth stage
• Managing uncertainty in volume forecasts and adjusting headcount dynamically
• Creating strong collaboration between fraud operations, customer support and product teams

What makes you a great fit:

• Proven experience leading fraud prevention and disputes operations in a financial institution or fintech
• Strong understanding of card fraud, account fraud, chargebacks and dispute lifecycle
• Experience building operational teams from scratch in a fast growing environment
• Strong analytical mindset with ability to translate forecasts into staffing models
• Solid knowledge of AML and regulatory operational requirements
• Experience implementing case management and ticketing workflows
• Experience working with UML, Sequence diagrams, and BPMN for process visualization and documentation
• Strong leadership and stakeholder management skills
• Basic SQL skills with the ability to write simple queries and analyze data
• Ability to work in an ambiguous launch environment and drive structure and accountability

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions.
• Honest Feedback: valuing open, transparent communication.
• Supportive Team: a strong, collaborative community.
• Celebrating Achievements: recognizing our wins together.
• High-Tech Environment: a team full of smart and revolutionary people who dare to challenge the status quo of incumbent finances.

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