Operations

• Lead the design and build out of an end-to-end fraud operations model covering prevention/detection alert servicing, investigations, client communication, and recovery processes
• Define operating model blueprints - including team structure, workflow segmentation (e.g. by fraud typology or by payment type such as ACH, wire, check, digital vs non-digital), and performance metrics
• Introduce call-handling frameworks, fraud escalation procedures, and client experience standards aligned to regulatory and customer-centric expectations
• Collaborate with fraud strategy and technology teams to operationalize new controls, alerts, and authentication layers
• Recruit, train, and lead a team of fraud analysts, investigators, and team leads with a focus on analytical thinking, client empathy, and operational excellence
• Develop a culture of continuous improvement, accountability, and cross-functional collaboration
• Create training and certification programs for fraud operations staff to ensure readiness for new tools and evolving typologies
• Partner with technology, data, and fraud strategy teams to select, test, and implement core fraud-management tools in operations (e.g., case management, CRM integration, call authentication solutions)
• Redesign legacy processes and manual touchpoints into streamlined, automated, and well-controlled workflows
• Implement control frameworks for case handling, customer verification, loss prevention, and escalation management
• Ensure adherence to regulatory requirements as applicable (FINRA, Reg, AML/Fraud overlap) and internal audit standards
• Partner with risk/compliance to define thresholds, decisioning authority, and documentation standards
• Partner with Vanguard client experience teams to design a fraud operations servicing experience that balances security and client satisfaction
• Establish SLAs and KPIs around response times, fraud alert decision quality, Average case handle time etc
• Work closely with fraud prevention, product, and client facing operations teams to support new product launches and digital features

Fraud Operations Leader

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Deputy Director, Operations

Senior Operations Manager – Tolling

Director, IT Operations

Senior Director, Global Head – Biomarker & Diagnostic Operations, Oncology