Fraud Disputes Operations Section Manager

KeyBank•Brooklyn, OH

5d•Hybrid

About The Position

This role manages a staff that supports Fraud Disputes operations for KeyBank, ensuring compliance with Regulation E requirements and delivering high-quality service across multiple fraud and dispute product channels, including ACH, Zelle, Bill Pay, P2P, RTP, and Debit Card transactions. The incumbent is responsible for optimizing operational performance, driving process improvements, and implementing strategic initiatives that enhance customer experience, reduce risk, and improve efficiency. This position plays a critical leadership role in partnering with Technology, Operations, Risk, Compliance, Legal, Vendor Management, and Line of Business stakeholders to implement and enhance fraud and dispute technologies, develop automation solutions, and support organizational change initiatives. The successful Operations Section Manager ensures operational excellence while overseeing audit, legal, escalation, and complaint matters, maintaining strong controls, and continuously identifying opportunities to improve service delivery, regulatory compliance, and teammate effectiveness. Qualified candidate must be available for IT releases during non-standard business hours (ex. evening, early morning and/or weekend releases).

Requirements

Bachelor's Degree or equivalent experience (required)
3+ years experience in Fraud Operations leadership or equivalent, preferably within a financial institution or supporting operation (required)
1+ years of banking operations experience (required)
Fraud & Disputes Operations Management: Knowledge of fraud investigation, dispute resolution processes, and payment channels including ACH, Zelle, Bill Pay, P2P, RTP, and Debit Cards.
Regulatory Compliance & Risk Management: Expertise in Regulation E, banking regulations, operational controls, audit readiness, and risk mitigation.
People Leadership & Team Development: Ability to hire, coach, mentor, motivate, and develop high-performing teams while fostering an inclusive culture.
Process Improvement & Continuous Improvement: Experience identifying operational inefficiencies and implementing solutions that improve quality, productivity, and customer outcomes.
Change Management: Ability to lead teams through organizational, process, technology, and regulatory changes while driving adoption and engagement.
Project & Technology Implementation Management: Experience leading strategic initiatives, technology enhancements, and operational transformation efforts.
Cross-Functional Partnership & Stakeholder Management: Ability to collaborate effectively with Technology, Risk, Compliance, Legal, Operations, Vendors, and Line of Business partners.
Analytical Thinking & Problem Solving: Strong ability to analyze data, identify trends, resolve complex operational issues, and make risk-based decisions.
Operational Excellence & Performance Management: Experience managing service levels, productivity metrics, quality standards, workforce planning, and operational performance.
Customer Focus & Escalation Management: Ability to balance customer experience, regulatory requirements, and business objectives while resolving complex complaints and escalations.
All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

Nice To Haves

1+ years working knowledge of Quavo (preferred)

Responsibilities

Lead and guide day-to-day activities of the Fraud Disputes team (up to 20 teammates), ensuring service excellence, regulatory compliance, workflow optimization, and achievement of established service level agreements.
Manage partnership with offshore resources and leadership.
Develop and lead a high-performing team through hiring, coaching, mentoring, and performance management while fostering an inclusive, engaged, and customer-focused culture.
Ensure compliance with Regulation E, applicable banking regulations, and internal policies by implementing, monitoring, and testing procedural controls and risk mitigation strategies.
Lead and execute strategic projects, technology implementations, and continuous improvement initiatives supporting fraud and dispute operations across ACH, Zelle, Bill Pay, P2P, RTP, and Debit Card channels.
Partner with Technology, Operations, and Line of Business stakeholders to identify, develop, and implement automation solutions that improve operational efficiency, reduce manual case handling, and enhance the client experience.
Support organizational change management efforts by preparing, educating, and equipping teams to successfully adopt new systems, processes, technologies, and regulatory requirements.
Oversee and manage complex audit, legal, escalation, complaint, and regulatory matters, ensuring timely resolution, appropriate documentation, and adherence to established standards.
Execute human capital decisions and workforce planning initiatives that support operational objectives, financial goals, productivity targets, and teammate development.
Resolve complex client and operational issues while balancing customer outcomes, regulatory requirements, risk management, and production objectives.
Ensure quality control, adherence to bank standards, and timely implementation of new policies, procedures, and process enhancements.
Monitor team performance and key operational metrics; provide training, coaching, and development opportunities to improve efficiency, quality, compliance, and employee retention across multiple sites.
Exercise sound risk management practices and internal control disciplines while leveraging data, reporting, and technology to monitor performance and identify improvement opportunities.
Organize workflow and allocate resources effectively to meet business demands and maintain adherence to service level agreements and regulatory deadlines.
Partner with Risk, Compliance, Legal, Vendor Management, Technology, Operations, and Line of Business stakeholders to support strategic priorities, solve complex business challenges, and drive operational excellence.
Proactively identify operational, regulatory, and fraud-related risks and implement sustainable controls and process improvements to mitigate exposure and strengthen the control environment.
Perform other duties as assigned; duties, responsibilities, and activities may change or new responsibilities may be assigned at any time with or without notice.
Comply with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of KeyBank and its clients.