Director of Fraud, Credit & Customer Service

BUSINESS IMPACT STATEMENT This executive is responsible for leading the enterprise wide fraud risk management P&L, fraud strategy and loss mitigation initiatives. This executive will manage the internal/external stakeholder relationships and vendor relationships necessary to execute results. This executive will manage the strategic vision and ensure end to end processes are implemented and deployed to meet acceptable risk. This executive will be the expert leader across the enterprise to deliver latest updates on patterns, data analytics, risk and best in class solutions as related to fraud.


Drives Strategic Planning and Execution

  • Anticipates and effectively navigates marketplace dynamics in the development and execution of multi-year strategic plans to mitigate risk
  • Sets Fraud direction ensuring the design and implementation of real-time strategies, rules, models and manages risk to meet long-term strategic plan
  • Leads the successful delivery of large scale, complex projects including vendor scorecards and evaluations
  • Recommends and presents business cases and projected ROI to Leadership on investments necessary to address immediate risk and meet multi-year strategic plan

 Business Performance Management
  • Responsible for complete fraud P&L and strategy
  • Develops and maintains strong partnerships with key management board stakeholders across the enterprise  
  • Responsible for communicating and presenting overall status, key performance metrics, solution plans, readiness timelines and investment returns to key stakeholder across the enterprise
  • Provides leadership support for large scale projects that impact stakeholders across the organization to ensure effective results
  • Responsible for external business partner relationships and accountable for ensuring delivery and execution on projects and business plans
  • Develops and oversees implementation of strategies that will influence 100% of sales in-store and online
  • Drives establishing KPIs, leveraging data to measure and enhance strategies to reduce operational costs
  • Oversees testing to assess performance against strategies

Customer Performance Management
  • Responsible for leading strategies and controls to mitigate losses/expenses while minimizing overall impact to customers
  • Leads continuous improvement efforts on the end to end process to identify and implement optimization strategies to improve the overall customer experience while minimizing friction and still maintaining acceptable and agreed upon performance plans
  • Builds strong partnerships with key management board stakeholders across the enterprise to ensure appropriate balance between risk, operational cost and customer experience
  • Ensures governance, compliance risk and controls are implemented and adhered 

  • Leads team of professionals responsible for monitoring, measuring and addressing fraud issues
  • Responsible for developing and maintaining a strong team, providing ongoing coaching and fostering a teamwork environment that allows members to excel and develop
  • Ability to collaborate, partner and align numerous internal and external stakeholders with various views, differing opinions and potentiality disparate goals
  • Ability to engage and interact with all levels across the organization including the company's principal executive team


  • Bachelor's Degree in a business or applied science field
  • 10+ years of practical experience in a fraud or risk management leadership role
  • Experience leading large fraud or risk teams for a multi-billion dollar organization in the financial services or retail sector
  • Demonstrated strategic thinking and cross functional team influence to keep issues top of mind and relevant for stakeholder and conviction to make the right decision
  • Expert knowledge, skills and demonstrated track record across a range of functions including various payment channels to include point of sale and e-commerce
  • Extremely focused on data and analytics to solve problems and track record of driving results through continuous improvement
  • Excellent written and verbal communication skills to interact with senior executives

  • Master's Degree in Business or other applied sciences acumen
  • Strong working knowledge of Legal, Operations, Technology and Finance
  • Experience in the financial sector of regulatory risk and compliance

Special Requirements
  • Ability to travel 10% of the time
  • Ability to relocate

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