Fraud Manager III - Card Affluent

We are seeking a natural leader who excels at collaboration, drives business outcomes, and thrives in a fast-paced, evolving environment.

The Fraud and Protection Services (FCPS) team within Consumer & Community Banking Operations provides an opportunity to protect customers and the firm while ensuring an excellent customer experience As a Vice President in FCPS Affluent Operations, you will lead an affluent client-focused team, earning trust by putting customers first and delivering strong outcomes for the firm.

You will create clarity by communicating expectations, priorities, and performance measures so goals are understood at every level.

You will run a disciplined operating model to improve service levels, quality, and productivity while strengthening the end-to-end customer experience.

You will use data, customer feedback, and frontline insights to remove friction, improve resolution, and translate insights into measurable action.

You will speak up early on risks and opportunities, mobilizing the right partners to solve problems quickly and sustain performance.

You will lead with an AI-first mindset to simplify, automate, and safely augment servicing workflows while maintaining strong controls.

You will work as one team across functions to execute priorities with shared ownership and speed, while observing necessary controls and governance.

You will coach and develop managers, reinforce inclusive leadership, and support a culture of accountability and continuous learning for approximately ~200 employees across domestic and global locations.

Job responsibilities


* Lead department performance against priorities by coordinating execution across operations, product, technology, data and analytics, workforce management, training, quality, risk, and controls.


* Establish strong operating routines with shared goals, clear decision rights, action tracking, and measurable outcomes.


* Use metrics and disciplined performance management to identify gaps early, prioritize high-impact levers, and sustain improvements.


* Deliver consistent results against service level, quality, and productivity targets while improving customer experience across channels.


* Champion an AI-first approach by simplifying, automating, and augmenting work safely to improve cycle times and colleague experience.


* Identify and prioritize opportunities such as repeat contacts, call drivers, knowledge access, after-contact work, quality insights, training acceleration, and workflow routing.


* Ensure strong governance for AI-enabled and operational changes, including risk review, appropriate controls, solution monitoring, and continuous feedback loops.


* Drive change adoption by embedding new capabilities into frontline workflows, enabling effective training and communications, and reinforcing standards through coaching.


* Develop leaders and managers at scale by setting expectations, coaching performance, and building an inclusive, ...