Fraud & Claims Operations Director - Deposit Claims

Wells Fargo Bank • Charlotte, NC

7h • Hybrid

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Director to lead Deposit Claims within Claims and Recovery, a function responsible for end-to-end claims processing across dispute types. Reporting to the Head of Claims and Recovery, this leader will oversee approximately 1,000 employees across the U.S., India, and the Philippines. The role has significant operational scale and accountability for strengthening claims operations, risk and control outcomes, and the customer experience.

As a key leader within Fraud Operations, the Director will influence enterprise priorities and partner across the organization to improve Deposit Claims performance and long-term direction. The role focuses on protecting customers, developing high-performing leaders, and advancing a resilient organization that delivers strong risk, service, and operational outcomes. This position offers a hybrid work schedule and requires willingness to work on-site in one of the listed locations. Travel may be required up to 40% of the time.

Requirements

• 10+ years of Fraud Claim Investigation or Policy Violations, Risk Management, or Compliance experience, including management or leadership experience, or equivalent experience demonstrated through work experience, training, military experience, education, or a combination of these.
• 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.
• 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 a large, specialized organization of managers and individual contributors responsible for executing risk-based fraud and claims programs.
• Establish and strengthen risk policies, procedures, and controls that support 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 that strengthen 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 the allocation of people and financial resources to meet operational commitments and advance business priorities.
• Build leadership capability and a strong talent pipeline that supports team member growth, engagement, and organizational performance.
• Execute applicable risk programs and follow Wells Fargo policies and procedures, including escalating and remediating issues and making sound risk decisions.

What This Job Offers

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