Manager, Claims & Fraud Operations

About the role

Santander is seeking a Manager to lead its Claims & Fraud Operations team in the United States. The role oversees investigative teams that identify, mitigate, and prevent fraud-related losses while ensuring compliance with regulatory and service‑level standards.

Key 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.
• Provide escalation guidance and decision support on high‑risk or complex fraud matters.
• Oversee after‑hours fraud event rotation and escalation protocols.
• Collaborate with law enforcement, internal stakeholders, and peer institutions to strengthen fraud detection and prevention controls.

Required profile

• Bachelor's degree or equivalent work experience.
• 5+ years of banking experience, preferably in operations or fraud prevention.
• Prior leadership or supervisory experience.
• Strong knowledge of BSA requirements, SAR referral standards, and regulatory expectations.
• Experience managing high‑volume investigative teams and working with law enforcement.

Required skills

• Analytical, reporting, and risk‑assessment abilities.
• Excellent written and verbal communication.
• Ability to influence cross‑functional stakeholders and drive change.