Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. One of our most important responsibilities is to protect consumers, our partners, and our company from unacceptable levels of risk associated with fraud, credit practices, and other financial crimes. As the Senior Manager of Fraud Operations, you will be responsible for developing, leading and executing a strategic vision for the program and team. The scope of this role includes all relevant Operational activities in partnership with Compliance, Credit, Fraud Strategy, and Merchant Risk counterparts, including fraud investigations and recoveries, customer support in addressing fraud related concerns such as identity theft and disputes. These activities are conducted primarily in the U.S., Canada, and soon other geographies around the world. The Fraud Operations team currently comprises internal Affirmers across the US and Canada, as well as agents at our BPO partner locations worldwide.
What You’ll Do
Lead, influence, and own strategy, outcomes, and execution for the Fraud Operations team
Ensure that the team is consistently meeting service level commitments while maintaining high quality levels through a culture of proactive monitoring and continuous process improvement
Provide ongoing reporting, visibility, and accountability around team performance measures, including insights into any changes in performance, action plans to get us back on track, and investments required in order to meet our goals.
Establish and reinforce an analytical and data driven culture both within the team and across the company in partnership with Risk, Product, Analytics, Engineering and the broader business
Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of the team and creating an environment where people can excel through accountability, encouragement, and empowerment.
Continue to leverage and grow an effective vendor network strategy that enables outsourcing of high volume work in a manner that enables scale and proper risk management.
Provide thought leadership and support for the development of new products, entries into new markets, and expansion of consumer services in the context of Fraud Operations capabilities, requirements, and other considerations.
Ensure strong communication and transparency to all impacted stakeholders around the status of roadmaps, performance, key issues, and emerging risks.
Assess and ensure effective policy governance and process documentation over activities owned within Fraud Operations and report .
Provide reporting to relevant committees and forums to enable a solid understanding of key risks and performance outcomes in relation to protecting our consumers from fraud
What We Look For
8+ years experience in a management or leadership position working in financial services, fintech, payments or a related space within a fraud operations organization
Previous experience in fraud investigations with a background in operations
Experience scaling and building operational teams, including people, processes, program, and tooling.
A strong leader, influencer, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels and across both internal and outsourced teams
Self-starter with strong sense of urgency and accountability and has excellent focus on attention to detail with the capability to work and make decisions in a fast paced environment
Results driven, forward thinking mindset with ability to problem-solving complex issues to drive shared goals and outcomes across internal and external teams
Able to develop and effectively articulate a vision & strategy as well as communicate strategic direction
Ability to analyze qualitative and quantitative data to formulate actionable insights and compile information in a structured, logical manner
Pay Grade - CAN70
Employees new to Affirm or promoted into a new role, typically begin in the min to mid range.
CAN base pay range per year:
Min: $142,900
Mid:$164,300
Max:$185,700
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