Fraud Operations Manager

Remotedxb; Dubai; On-site; AED 240,000 - 400,000; Full time

Job summary

Remotedxb in Dubai is seeking an experienced Fraud Operations Manager to lead a team of fraud professionals, including team leads and BPO staff, across full-cycle operations.

You will drive SOP development, ensure compliance approvals, manage vendor QA, partner with fraud strategy on workflow changes and emerging trends, and build scalable processes to support rapid growth in a regulated environment.

Qualifications

• Experience owning fraud or dispute operations in a regulated consumer credit or banking environment.
• Demonstrated experience managing an outsourced/BPO workforce including vendor QA and performance accountability.
• Experience writing SOPs and obtaining compliance approval in a compliance-gated process.
• Proven people management experience with direct oversight of team leads or frontline staff.
• Strong direct communication skills with vendors and internal peers.

Responsibilities

• Own full-cycle people management for fraud operations, including team leads, internal specialists, and BPO vendor workforce.
• Drive SOP development, gap identification, and compliance approval processes to ensure all procedures are documented and bank-approved.
• Manage the BPO relationship by maintaining QA scorecards and holding vendors accountable to performance standards.
• Partner with fraud strategy on workflow changes and emerging fraud trends.
• Serve as the escalation backstop for fraud operations issues.
• Use data and operational insight to identify bottlenecks and drive process improvements.
• Build systems and processes that scale with rapid team growth.

Skills

Fraud operations management

Vendor/BPO oversight

SOP development

People management

Stakeholder communication

Tools

Zendesk

SQL

Data visualization

Job description

About the Company

Imprint helps the world's best brands grow the lifetime value of their customers. We partner with companies like Crate & Barrel, Rakuten, and Booking.com to launch modern credit programs that combine advanced payments infrastructure, intelligent underwriting, and deep customer data.

Responsibilities

• Own full-cycle people management for fraud operations, including team leads, internal specialists, and BPO vendor workforce
• Drive SOP development, gap identification, and compliance approval processes to ensure all procedures are documented and bank-approved
• Manage the BPO relationship by maintaining QA scorecards and holding vendors accountable to performance standards
• Partner with fraud strategy on workflow changes and emerging fraud trends
• Serve as the escalation backstop for fraud operations issues
• Use data and operational insight to identify bottlenecks and drive process improvements
• Build systems and processes that scale with rapid team growth

Requirements

• Experience owning fraud or dispute operations in a regulated consumer credit or banking environment
• Demonstrated experience managing an outsourced/BPO workforce including vendor QA and performance accountability
• Experience writing SOPs and obtaining compliance approval in a compliance-gated process
• Proven people management experience with direct oversight of team leads or frontline staff
• Strong direct communication skills with vendors and internal peers

Preferred Qualifications

• Familiarity with transaction fraud monitoring platforms like Sardine
• Experience with application decisioning and KYC processes
• Proficiency in ticketing tools such as Zendesk
• Ability to build analytical views using SQL, Sigma, or data visualization tools
• Workforce management experience
• Experience designing written processes including escalation processes and QA sampling plans