Note: The job is a remote job and is open to candidates in USA. Santander is a global leader and innovator in the financial services industry. The Manager, Claims & Fraud Operations is responsible for leading investigative teams to mitigate and prevent fraud-related losses while ensuring compliance with regulatory standards.
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
Skills
- 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
- Prior leadership or supervisory experience preferred
- Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education
Benefits
- You can expect a fair and competitive rewards package that reflects the impact you create and the value you deliver.
- Our benefits are designed to support you, your family and your well-being, now and into the future.
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