Manager, Claims & Fraud Operations

Santander•REMOTE - Massachusetts, MA

1d•Onsite

About The Position

The Manager, Claims & Fraud Operations is responsible for leading and overseeing investigative teams responsible for identifying, mitigating, and preventing fraud-related losses while ensuring full compliance with regulatory, risk, and service level standards. This role provides strategic direction, operational oversight, and subject matter leadership across fraud investigations, SAR referral governance, regulatory adherence, and loss recovery efforts. The Manager ensures investigative quality, regulatory timeliness, and effective collaboration with law enforcement, internal stakeholders, and peer institutions while continuously strengthening fraud detection and prevention controls.

Requirements

Bachelor's Degree or equivalent work experience - Required.
5+ Years Banking experience preferably in operations and/or fraud prevention. - Required.
Strong working knowledge of BSA requirements, SAR referral standards, and regulatory expectations.
Demonstrated experience managing high-volume investigative teams.
Knowledge of fraud detection systems, payment processing systems, and operational back-end platforms.
Experience working with law enforcement and supporting litigation or prosecution cases.
Strong analytical, reporting, and risk assessment skills.
Excellent written and verbal communication skills.
Proven ability to influence cross-functional stakeholders and drive change.

Nice To Haves

Prior leadership or supervisory experience preferred.
Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Responsibilities

Lead, coach, and develop a team of fraud investigators and senior specialists.
Establish performance standards aligned to SLA, QA, regulatory, and loss mitigation objectives.
Monitor investigative quality and ensure consistent application of fraud policies and procedures.
Drive a high-performance culture focused on accountability, risk awareness, and continuous improvement.
Provide escalation guidance and decision support on high-risk or complex fraud matters.
Oversee after-hours fraud event rotation and escalation protocols.
Serve as primary liaison with Law Enforcement, regulatory agencies, and peer banks when appropriate.
Partner with Lines of Business, Operations, Technology, Legal, and Compliance to implement fraud prevention enhancements.
Act as subject matter expert in claims insights, fraud risk trends, and operational readiness for new initiatives.
Support evaluation of new systems and applications impacting fraud detection and claims management.
Oversee refinement and testing of fraud system controls to detect and prevent evolving threats.
Ensure proper documentation and governance of fraud detection systems and operational procedures.
Identify control gaps and lead remediation efforts.
Drive statistical trend analysis and process optimization initiatives.