Senior Manager - Enterprise Fraud Operations

Silicon Valley Bank; Bengaluru; Hybrid; INR 4,200,000 - 6,800,000; Full time

Job summary

FC Global Services India LLP (First Citizens India) seeks a Senior Manager to lead fraud prevention efforts within a hybrid Bengaluru team. You will guide a fraud detection group, drive improvements, and partner with analysts, leads and internal stakeholders to safeguard client accounts.

Requires advanced analytical skills, strong leadership, and experience in fraud and regulatory controls, with a focus on accountability and growth across the team.

Qualifications

• Bachelor's degree or higher preferred in a relevant field.
• Extensive experience in fraud detection/investigations or related field.
• Proven leadership, coaching and ability to influence across levels.

Responsibilities

• Hire, manage, coach, and develop Fraud Detection employees.
• Monitor inventory and ensure SLAs are met daily.
• Provide executive updates on department trends and performance.
• Lead training and drive process improvements for scalability.
• Collaborate with internal partners and clients on fraud initiatives.

Skills

Fraud prevention

Leadership

People management

Communication

Analytical thinking

Regulatory knowledge

Education

Bachelor's degree or higher

Tools

CRM

MS Office

Job description

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description

Value Preposition Impact to Scale - Be part of a team that take decisions which will directly influence the safety of customers and bank which will give a chance to see real impact at scale. Advanced tools & Innovation driven culture – get hands on experience with industry leading fraud detection platforms machine learning models and real time analytics. Be part of a culture that encourages innovation, experimentation, and continuous improvement where ideas can lead to smarter, faster fraud prevention strategies.

Job Details

Position Title: Senior Manager

Career Level: L2

Job Category: Assistant Vice President, Fraud Prevention

India Role Type: Hybrid

Job Location: Bangalore

About the Team

The Fraud Services Team is part of First Citizens India, Enterprise Operations and is responsible for detecting potentially illicit activity targeting First Citizens India client accounts and escalating illicit activity to be investigated, when appropriate. This Manager position leads a fraud detection team which is responsible for the identification and prevention of fraudulent activity targeting client accounts. The Manager is responsible for the performance of the team and ensures department deliverables and objectives are met daily.

Impact

The successful candidate will have expert knowledge of fraud prevention strategies which mitigate fraud exposure to both clients and First Citizens India. In addition to managing day to day work and providing people leadership, they will act as a subject matter expert in assessing fraud detection's current processes, driving improvements that may need to be implemented, and collaborating with the broader organizational leadership teams. The Manager will work closely with Fraud Analysts, Senior Analysts, and Leads to ensure their growth and overall success. This position is a Leadership Level 2, and requires advanced analytical skills, specialized functional expertise in fraud and compliance, and the ability to drive collaboration with internal partners and clients.

Key Deliverables

• Hire, manage, coach, and develop Fraud Detection employees
• Deploy staffing strategies based on available resources and overall inventory.
• Supports First Citizens Bank first line of defense initiatives through team(s) adherence to company policies and procedures.
• Closely monitor daily/weekly/monthly inventory, ensuring that all work is completed within service level agreements.
• Draft and maintain clear, effective procedural requirements.
• Adhere to a quality assurance program to ensure that all procedural requirements are being met, proper analysis is being conducted, and investigations are complete.
• Develop a training program to expand the skillsets of fraud detection employees.
• Assist in the development and implementation of First Citizens Bank technology initiatives.
• Collaborate with technical support teams to improve the efficiency and effectiveness of First Citizens Bank's fraud detection tools.
• Plan and lead ongoing team meetings and trainings to ensure that all members of the Fraud Detection team receive clear communication regarding relevant First Citizens Bank developments, industry news, and department priorities and goals.
• Provide robust and ongoing coaching to direct reports regarding performance, career planning, and opportunities for improvement.
• Provide executive-level updates to senior leadership on department trends.
• Performance coaching and guidance on how to inspire, improve and take their team(s) performance to the next level.
• Sets team performance/behavior expectations and holds team(s) accountable.
• Will promote a control and process improvement mindset, through innovation, to identify and support scalability and efficiency at the right margins.
• Solid understanding in how to motivate and develop talent for First Citizens Bank.
• Will foster an environment of accountability, learning and growth across their team; provides strong thought leadership and analytical skills on how best to approach or solve a situation.
• Engage the appropriate teams/partners and/or LT to resolve the client sensitive issues.
• Ensuring self and teamwork within established procedures, processes and/or regulatory guideline Proactively identifies opportunities that are going to improve the business, processes, client experience or team(s) performance; Recommendations are vetted with key stakeholders and/or business partners as well as their leader.

Skills and Qualification

Functional Skills

• Thoroughly understand & exhibit intelligent use of various system tools and procedures.
• Proactively highlight threats & compliance issues to the management in a timely manner.
• Successfully meet tight SLAs as required by the operational management requirements.
• Strong critical thinking and problem-solving skills.
• Strong Leadership acumen and motivator with ability to influence at all levels.
• Ability to drive initiatives globally.
• Clear and extremely strong communication skills.
• Management experience, team building experience.
• Experience in back-office operations, banking, or financial services with focus on controls strongly preferred.
• Providing operational support to clients & business partners consistent with bank policy & Procedures.
• Solid understanding of Bank products, regulations, department processes & procedures.

Technical Skills

• Must possess a deep understanding of all fraud typologies.
• Must be able to independently issue guidance and coaching to Fraud Services team on all matters within the department's purview.
• Must be able to properly allocate and reallocate resources to the plethora of tasks requiring completion to ensure all timeframes are met 100% of the time.
• Must have experience providing coaching to ensure that all members of the Team meet internal and regulatory expectations.
• Must be skilled in people management, including the ability to deliver difficult messages, provide formal performance management, and further develop team members of all success levels thoughtfully and successfully.
• Strong oral and written communication skills are required.
• Proven knowledge of bank, compliance or investment terminology or products is preferred.
• Ability to work in a structured, high volume, time-sensitive and high-risk environment.
• Highly adaptable and resilient, must be open to new ideas and willing to support fluid workflows.
• Manage time effectively while driving the above responsibilities diligently.
• Escalation handling, clarifying questions and participating in projects within the team.
• Work with willingness to learn, adapt & show flexibility with support hours & coverage.
• Detail-oriented with a keen eye for accurate quality of work.
• Ability to deal with minimum direction.
• Experience working and leading in a global matrixed environment.

Leadership Qualities

Typically requires 12 - 15 years of experience in Fraud Detection/Investigations or closely related field, including: experience conducting complex investigations; providing training, feedback, and coaching; and helping drive BSA compliant investigative strategy. Bachelor's degree or higher preferred. Advanced degree and professional certifications (CFE, CAMS, etc.) preferred. Proficiency in MS products (CRM, Outlook, PowerPoint), database apps, workflow platforms & or analytics tools, is a plus.

Relationships & Collaboration

Have a strong ability to multi-task and handle multiple requirements from internal stakeholders effectively. Have a solid functional overview of various teams, processes & stakeholders from connected departments. Be able to independently solve/support requirements across all connected teams.

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

First Citizens BancShares, Inc., a top 20 U.S. financial institution with more than $200 billion in assets and a member of the Fortune 500™, is the financial holding company for First-Citizens Bank & Trust Company ("First Citizens Bank"). Headquartered in Raleigh, N.C., First Citizens Bank has built a unique legacy of strength, stability and long-term thinking that has spanned generations.