Head of Fraud Procedures & Control Enablement

Location:

JOB PURPOSE

The Head of Fraud Procedures & Control Enablement is a senior leader within Fraud Solutions responsible for leading a team focused on the design, development and ongoing improvement of fraud operational procedures, process documentation and control execution.

This leader will ensure business, regulatory, technology and policy changes are effectively translated into clear, sustainable and executable procedures and controls. The role is responsible for building a team that not only executes changes based on Line of Business direction, but also brings a strategic and continuous-improvement mindset to the work by proactively identifying process gaps, control weaknesses, operational inefficiencies and opportunities to simplify or strengthen the environment.

The role requires a strong combination of people leadership, fraud operations expertise, risk and control acumen, process improvement, technical writing and cross-functional influence.

ESSENTIAL JOB FUNCTIONS

Leadership & Team Management

* Lead, develop and manage a team of strategic procedure and control professionals responsible for supporting Enterprise Fraud Services (EFS)

* Establish clear expectations, priorities and quality standards for procedure development, control documentation and process improvement.

* Develop teammates who can move beyond documenting requirements to critically assess the process, challenge the current state and recommend a better approach.

* Create a culture of ownership, curiosity, accountability, partnership and continuous improvement.

* Manage workload, capacity, prioritization and delivery across competing business, regulatory, technology and risk initiatives.

* Coach teammates to operate as strategic partners to Fraud Operations and the broader EFS organization.

Procedures & Operational Enablement

* Provide leadership and governance over development and maintenance of fraud procedures, job aids, decision matrices and other operational documentation.

* Translate complex business requirements, regulatory obligations, system functionality and risk expectations into clear, actionable frontline procedures.

* Ensure procedures balance regulatory and audit requirements with practical operational usability.

* Establish consistent standards for procedure design, documentation, review, approval and implementation.

* Partner with business owners to ensure procedure changes are effectively implemented and understood by impacted teams.

Risk, Controls & Continuous Improvement

* Evaluate existing processes and procedures to identify gaps, unnecessary complexity, control weaknesses and opportunities for improved efficiency.

* Challenge existing processes constructively and recommend solutions that are more effective, controlled, scalable and sustainable.

* Partner with Fraud Risk, Compliance, Legal, Operations and other control partners to ensure procedure and process changes appropriately address regulatory, operational, client and fraud risk.

* Support remediation efforts, regulatory examinations, internal audit activities, compliance monitoring and other risk and control initiatives, as appropriate.

* Ensure changes to procedures and processes consider upstream and downstream control impacts.

Cross-Functional Leadership

* Build strong partnerships across Fraud Solutions, Operations, Risk, Compliance, Legal, Technology and other Lines of Business.

* Lead working sessions to identify issues, establish requirements, resolve barriers and drive decisions.

* Provide concise executive-level communication regarding issues, risk, recommendations, decisions required and progress.

REQUIRED QUALIFICATIONS

* Demonstrated experience leading teams in a complex operational, risk, financial services or related environment.

* Strong people leadership skills with demonstrated ability to develop strategic thinkers and drive accountability.

* Significant experience with operational process design, procedure management, controls, change management or operational excellence.

* Strong analytical and problem-solving skills with the ability to assess complex processes, identify risk or inefficiency and develop actionable recommendations.

* Exceptional written communication skills with demonstrated ability to translate complex requirements into clear operational documentation.

* Strong executive communication and presentation skills.

* Demonstrated ability to lead through influence and work effectively across multiple functions and levels of an organization.

* Experience managing multiple priorities and complex initiatives in a highly regulated environment.

* Strong risk and control mindset with an understanding of how business, technology and process changes can affect operational, regulatory, client and fraud risk.

* Ability to operate independently, exercise sound judgment and drive issues through resolution.

PREFERRED QUALIFICATIONS

* Fraud, disputes, payments, banking operations or financial crimes experience.

* Knowledge of fraud and dispute operations and applicable regulatory and payment-network requirements.

* Familiarity with Regulation E, Regulation Z, Regulation CC, FCRA, NACHA, Mastercard, Zelle and RTP requirements.

* Experience building or transforming procedure, process or control-management functions.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.