Fraud & Claims Operations Director - Deposit Claims

Wells Fargo & Company • San Antonio, TX

1d • Hybrid

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Director to lead Deposit Claims within a broader function responsible for end-to-end claims processing across dispute types. Reporting to the Head of Claims and Recovery, this leader will guide an organization of approximately 1,000 employees across the U.S., India, and the Philippines. The role is accountable for strengthening claims operations, risk and control outcomes, and customer experience, and for influencing enterprise priorities and the long-term direction of Deposit Claims.

Claims & Recovery teams handle fraud and non-fraud claim inquiries, assess liability, recover transactions, process disputes, manage settlements and charge-offs, analyze unusual activity and high-frequency claims, and support victims of fraud and identity theft. The director will protect customers, develop high-performing leaders, and advance a resilient organization delivering strong risk, service, and operational outcomes.

The position offers a hybrid work schedule, requires willingness to work on-site in one of the listed locations, and may require travel up to 40% of the time.

Requirements

• 10 or more years of experience in Fraud Claim Investigation or Policy Violations, Risk Management, or Compliance, including management or leadership experience, or equivalent experience demonstrated through work experience, training, military experience, education, or a combination of these.
• At least 4 years of management or leadership experience.
• Extensive experience leading fraud and claims operations within large, complex organizations, with deep expertise in Deposit Claims operations and inherent risk.
• Demonstrated success leading diverse, geographically dispersed operations teams, managing people and financial resources, and fostering a culture of service, accountability, engagement, and efficiency.
• Ability to travel up to 40% of the time.
• Willingness to work on-site in one of the listed locations.

Nice To Haves

• Experience leveraging digital contact center technologies, automation, and process modernization to improve customer and operational outcomes.
• Deep understanding of the regulatory and control environment governing consumer deposit claims, including dispute resolution and customer remediation.
• Strong analytical judgment and ability to translate operational and risk data into actionable insights.
• Experience developing operational strategies, governance, and performance measures that balance customer, risk, efficiency, and business outcomes.
• Proven ability to navigate complexity, lead change, and drive sustained execution across a large operation.
• Demonstrated ability to influence and align senior leaders across Operations, Risk, Compliance, Technology, Product, and Legal to deliver enterprise-wide outcomes.
• Track record of developing senior leaders and building succession pipelines for complex operations organizations.

Responsibilities

• Lead managers and individual contributors responsible for executing risk-based fraud and claims programs.
• Establish and strengthen risk policies, procedures, and controls for Deposit Claims and broader enterprise priorities.
• Monitor fraud and claims activity, emerging risks, and performance trends to anticipate issues and guide timely action.
• Set strategic priorities and make decisions to improve claims performance, risk management, operational efficiency, and customer outcomes.
• Partner with Fraud Operations leaders and enterprise stakeholders to align priorities, influence decisions, and deliver coordinated outcomes.
• Direct allocation of people and financial resources to meet operational commitments and advance business priorities.
• Build leadership capability and a strong talent pipeline to support team member growth, engagement, and organizational performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed