Fraud & Claims Operations Senior Manager

Wells Fargo & Company•Charlotte, NC

3d•Hybrid

About The Position

About This Role Wells Fargo is seeking a Claims & Recovery Senior Manager to lead the Credit Card Fraud Claims organization, overseeing the end-to-end performance of a large, complex operation. This role is accountable for operational results, risk and regulatory adherence, financial performance, and people leadership across approximately 200 onshore and offshore team members. The successful candidate will operate as both a people leader and strategic operator, partnering closely with Fraud Strategy, Detection Operations, Channel Leaders, and other internal stakeholders to reduce fraud losses, improve customer outcomes, and manage operational expense. This role requires sound judgment, comfort with ambiguity, and the ability to influence decisions at multiple levels of the organization. In this role, you will: Operational Leadership & Execution • Lead daily operations for Credit Card Fraud Claims, ensuring service levels, quality standards, and regulatory requirements are consistently met • Translate business objectives into clear operational priorities, resource plans, and performance expectations • Make informed decisions related to staffing, workflows, and capacity to balance customer experience, cost, and risk Risk Management & Compliance • Ensure all claim activities comply with applicable regulations, including Regulation Z, and internal risk management standards • Identify operational risks, control gaps, and process weaknesses; escalate issues and implement corrective actions as appropriate • Partner with compliance and risk teams to support audits, reviews, and regulatory inquiries Stakeholder Partnership & Influence • Serve as a primary operations partner to Fraud Strategy, Detection Operations, and claim intake channel leaders • Influence outcomes across teams that do not report directly to you by using data, insights, and strong business rationale • Communicate complex operational performance and risk topics clearly to senior leaders Continuous Improvement & Change Leadership • Identify and lead process improvement initiatives that reduce fraud loss, improve efficiency, and enhance customer and employee experiences • Manage moderately complex projects independently, including changes impacting people, technology, or policy • Drive adoption of new procedures, tools, or controls through structured change management People & Financial Management • Directly manage leaders and managers, setting clear performance expectations and holding teams accountable for results • Provide coaching, development, performance evaluation, and succession planning for leaders within the organization • Own budget and financial performance for the function, with accountability for expense management and productivity outcomes

Requirements

7+ years of Fraud Claim Investigations, Policy Violations, Risk Management, or Compliance experience, or equivalent demonstrated through one or a combination of: work experience, training, military experience, or education
3+ years of management or leadership experience

Nice To Haves

8+ years of operations experience
6+ years of people management or leadership experience
Deep, hands‑on knowledge of credit card claims operations
Strong experience driving consistency in meeting regulatory, quality, and service expectations within Fraud Claims operations
Proven ability to develop senior stakeholder trust through clarity, data‑driven insights, and solutions to complex problems
Demonstrated leadership experience building engaged teams, developing talent, and holding teams accountable for results
Strong experience managing fraud losses and operational expenses through disciplined execution and continuous improvement
Strong working knowledge of Regulation Z and its application in a claim’s environment
Demonstrated ability to prioritize competing demands, meet deadlines, and perform effectively in a fast‑paced, highly regulated environment
Strong attention to detail with a proven commitment to accuracy and quality
Data‑driven leadership style with the ability to translate performance metrics into compelling narratives for senior executives
Effective written and verbal communication skills, with the ability to influence at all levels
Proven people leader with strong coaching, decision‑making, and problem‑solving skills

Responsibilities

Lead daily operations for Credit Card Fraud Claims, ensuring service levels, quality standards, and regulatory requirements are consistently met
Translate business objectives into clear operational priorities, resource plans, and performance expectations
Make informed decisions related to staffing, workflows, and capacity to balance customer experience, cost, and risk
Ensure all claim activities comply with applicable regulations, including Regulation Z, and internal risk management standards
Identify operational risks, control gaps, and process weaknesses; escalate issues and implement corrective actions as appropriate
Partner with compliance and risk teams to support audits, reviews, and regulatory inquiries
Serve as a primary operations partner to Fraud Strategy, Detection Operations, and claim intake channel leaders
Influence outcomes across teams that do not report directly to you by using data, insights, and strong business rationale
Communicate complex operational performance and risk topics clearly to senior leaders
Identify and lead process improvement initiatives that reduce fraud loss, improve efficiency, and enhance customer and employee experiences
Manage moderately complex projects independently, including changes impacting people, technology, or policy
Drive adoption of new procedures, tools, or controls through structured change management
Directly manage leaders and managers, setting clear performance expectations and holding teams accountable for results
Provide coaching, development, performance evaluation, and succession planning for leaders within the organization
Own budget and financial performance for the function, with accountability for expense management and productivity outcomes