Manager, Claims & Fraud Operations

Manager, Claims & Fraud Operations

Country: United States of America

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.  This is more than a strategic shift.  It’s a chance for driven professionals to grow, learn, and make a real difference.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:
The Manager, Claims & Fraud Operations is responsible for leading and overseeing investigative teams responsible for identifying, mitigating, and preventing fraud-related losses while ensuring full compliance with regulatory, risk, and service level standards. This role provides strategic direction, operational oversight, and subject matter leadership across fraud investigations, SAR referral governance, regulatory adherence, and loss recovery efforts. The Manager ensures investigative quality, regulatory timeliness, and effective collaboration with law enforcement, internal stakeholders, and peer institutions while continuously strengthening fraud detection and prevention controls.

What You Bring:
Lead, coach, and develop a team of fraud investigators and senior specialists. Establish performance standards aligned to SLA, QA, regulatory, and loss mitigation objectives. Monitor investigative quality and ensure consistent application of fraud policies and procedures. Drive a high-performance culture focused on accountability, risk awareness, and continuous improvement. Provide escalation guidance and decision support on high-risk or complex fraud matters. Oversee after-hours fraud event rotation and escalation protocols an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's Degree or equivalent work experience - Required.
5+ Years Banking experience preferably in operations and/or fraud prevention. - Required.

Prior leadership or supervisory experience preferred.
Strong working knowledge of BSA requirements, SAR referral standards, and regulatory expectations.
Demonstrated experience managing high-volume investigative teams.
Knowledge of fraud detection systems, payment processing systems, and operational back-end platforms.
Experience working with law enforcement and supporting litigation or prosecution cases.
Strong analytical, reporting, and risk assessment skills.
Excellent written and verbal communication skills.
Proven ability to influence cross-functional stakeholders and drive change.

Cross-Functional & External Partnership

• Serve as primary liaison with Law Enforcement, regulatory agencies, and peer banks when appropriate.
• Partner with Lines of Business, Operations, Technology, Legal, and Compliance to implement fraud prevention enhancements.
• Act as subject matter expert in claims insights, fraud risk trends, and operational readiness for new initiatives.
• Support evaluation of new systems and applications impacting fraud detection and claims management.

Controls, Systems & Continuous Improvement

• Oversee refinement and testing of fraud system controls to detect and prevent evolving threats.
• Ensure proper documentation and governance of fraud detection systems and operational procedures.
• Identify control gaps and lead remediation efforts.
• Drive statistical trend analysis and process optimization initiatives.

Key Competencies

• Regulatory Judgment & Escalation Discipline
• Strategic Fraud Risk Management
• Operational Leadership & Coaching
• Data-Driven Decision Making
• Crisis & Escalation Management
• Cross-Functional Influence
• Quality Assurance & Audit Readiness
• Loss Mitigation & Recovery Strategy

Performance Metrics May Include

• Fraud loss avoidance and recovery rates
• SAR referral timeliness and quality
• SLA adherence and productivity targets
• QA scores and documentation quality
• Regulatory audit results
• Trend mitigation effectiveness
• Employee engagement and development outcomes

Certifications:
No Certifications listed for this job.

It Would Be Nice For You to Have:
Established work history or equivale