Director of Operational Risk and Fraud Management

Job Description

POSITION SUMMARY: The Director of Operational Risk and Fraud Management will oversee the enterprise-wide strategy, execution, and governance of risk mitigation and fraud prevention efforts across all call center operations. This role is responsible for identifying, investigating, and resolving incidents related to agent integrity, KPI manipulation, system vulnerabilities, and data exposure risks. The role will work closely with Quality Assurance, Operations, IT Security, and Compliance teams to build a proactive, intelligence-led risk posture that protects client interests and enhances operational resilience. 1. Fraud and Integrity Oversight a. Lead all internal fraud and agent misconduct investigations, ensuring timely, ethical, and compliant resolutions. b. Establish policies, processes, and escalation paths for identifying and reporting suspicious or anomalous behavior. c. Oversee root cause analysis for fraud cases and implement corrective actions. 2. KPI Manipulation and Performance Risk a. Collaborate with Quality and Operations to proactively detect potential KPI manipulation or gaming behaviors (e.g., false holds, inflated metrics). b. Develop anomaly detection frameworks and early-warning indicators for performance-based fraud. c. Provide decision support to leadership on agent-level and program-level integrity concerns. 3. System and Data Risk Management a. Identify operational and systems vulnerabilities that could lead to client/customer data exposure. b. Partner with IT Security and Technology teams to evaluate systems for fraud exposure and data leakage risks. c. Lead the creation and execution of risk mitigation plans and access control protocols. 4. Global Risk Team Leadership a. Directly manage a global team of risk professionals conducting audits, investigations, and operational risk assessments across regions. b. Standardize investigation procedures and audit methodologies to ensure consistency and regulatory compliance worldwide. c. Foster knowledge sharing, skills development, and performance alignment across regional teams. 5. Governance and Reporting a. Develop risk dashboards, heat maps, and reporting mechanisms for senior leadership and clients. b. Maintain a centralized incident log with detailed case handling, outcomes, and risk trends. c. Ensure compliance with client contracts, regulatory expectations (e.g., HIPAA, PCI-DSS), and industry best practices. 6. Cross-functional Collaboration a. Align with Compliance, Legal, and HR on case escalation and disciplinary actions. b. Contribute to training programs that promote a culture of integrity, data security, and ethical behavior. c. Provide expert guidance during new client onboarding and changes to operational procedures. REQUIREMENTS 1. B2H/C1 in Berlitz or equivalent standards 2. Bachelors in Degree in Business Administration, risk management, Fraud Management, or related field (Masters preferred). 3. 10+ years of experience in fraud investigation, operational risk, or compliance within a BPO, contact center, or financial services environment. 4. Demonstrated experience leading investigations and working with confidential data. 5. Familiarity with fraud detection technologies, speech/interaction analytics, and KPI trend analysis tools. 6. Strong understanding of customer data protection frameworks and systems audit principles. 7. Exceptional analytical, communication, and stakeholder management skills. 8. Professional certifications a plus (e.g., CFE Certified Fraud Examiner, CRMA, CIA, etc.)