Executive Director, Commercial Card Fraud Operations

Lead commercial card fraud prevention operations and modernization to protect clients and improve experience.

Help protect clients and enable confident commerce by leading fraud prevention for commercial and prepaid card programs. In this role, you will guide a prevention-focused operations organization and partner across product, technology, and risk teams to modernize platforms and processes. You will shape strategy, strengthen operational discipline, and improve client outcomes through data-driven decisions. You will lead in a highly matrixed environment and influence senior stakeholders through clear executive communication. As an Executive Director in Commercial Card Fraud Operations, you lead a multi-site team responsible for preventing and mitigating fraud while balancing client experience, risk reduction, and operational efficiency. You set direction for performance management, risk and control readiness, and continuous improvement, and you partner with product and technology leaders to deliver modernization priorities. You represent the function in senior forums and support executive-level client engagement as needed. Job Responsibilities: Lead day-to-day fraud prevention operations across multiple sites, including performance management, capacity planning, and delivery against operational objectives Monitor and improve key performance indicators and key risk indicators to meet stakeholder expectations and strengthen operational controls Define and influence long-term fraud prevention strategy, including a structured approach to continuous improvement and sustainable operational enhancements Partner with product and technology leaders to prioritize and deliver modernization initiatives across commercial card plastic and virtual offerings Identify workflow, automation, and scalability opportunities; prioritize actions based on risk reduction, client outcomes, and regulatory expectations Drive tooling and process optimization to reduce losses and improve efficiency, translating client and partner feedback into targeted operational actions Own end-to-end issue management, quality findings remediation, risk assessment governance, site resiliency planning, and operating documentation to support audit and exam readiness Partner with finance and relevant stakeholders to define, manage, and adjust annual fraud loss targets and reporting routines Collaborate with claims/disputes, collections, and related partners to minimize fraud losses and support effective end-to-end outcomes Serve as a senior escalation point for client-facing matters, including executive-level engagement and fraud prevention education when requested Lead, develop, and retain a diverse team (approximately 20–25 people) across sites, building a culture of accountability, inclusion, and collaboration Required Qualifications, Capabilities, and Skills: 5+ years of experience in a regulated financial services environment (e.g., banking, payments, card processing, or fintech) Experience leading global and/or multi-site operations teams with measurable performance outcomes Experience operating in a high-volume, queue-based operations environment with time-sensitive decisioning and controls considerations Knowledge of risk, controls, compliance, and regulatory considerations relevant to payments operations Demonstrated ability to influence across functions and senior stakeholders to implement change and deliver results Proven ability to use data to identify trends, quantify impact, and inform operational decisions and performance reporting Demonstrated ownership of operational governance routines, including issue management, remediation of quality findings, and audit/exam readiness documentation Track record of managing multiple complex initiatives simultaneously, including prioritizing across competing timeline Demonstrated capability to coach and develop managers and team leads to elevate performance and strengthen overall team capability Bachelor’s degree or equivalent practical experience