Head of Fraud Prevention Colombia

The Financial Crime Prevention Operations team is responsible for protecting the bank and its clients from fraud losses and financial crime risks across the full customer lifecycle. In Colombia, the team will be built from scratch to support the launch of debit cards and savings accounts. The function will cover fraud prevention operations, disputes management, AML operational support and regulatory compliance execution. The role requires building scalable processes, defining the operational model, hiring and leading managers and agents, and ensuring operational readiness before and after launch.
The Head of Fraud Prevention Program (Colombia) is responsible for:
Owning the full operational scope of the Financial Crime Prevention team, including Antifraud, Disputes, AML operations and compliance-related case handling
Designing and implementing the operational structure per area based on launch plan, projected client growth, transaction volumes and expected alert and dispute inflow
Calculating and planning headcount per function, defining role distribution, workload allocation and productivity benchmarks
Developing and documenting end to end operational processes for fraud monitoring, dispute handling and investigation workflows
Building and maintaining operational manuals and knowledge base for agents, including fraud typologies, dispute scenarios, escalation paths and regulatory requirements
Hiring key leadership roles prior to launch, including the Disputes Manager, Fraud Prevention Coordinator, and AML & Compliance Manager, while building and scaling the broader operations team.
Designing ticket and case management flows, including:
Disputes handling from escalation from first line up to resolution
Fraud alerts review and investigation
Investigation tickets related to suspicious activity
AML and Compliance case handling
Ensuring operational processes are compliant with Colombian regulatory requirements and internal policies
Partnering with Customer Support, Product, Compliance and Risk to ensure alignment between rules, alerts and operational capacity
Supporting the development of training programs and onboarding materials for agents and managers
Establishing KPIs, SLAs and quality control frameworks for fraud & disputes and AML & Compliance operations
Monitoring operational performance, loss trends and process gaps, and implementing continuous improvements
Challenges that await you:
Building a fully functional fraud & disputes and AML & Compliance operations teams before product launch
Designing processes that are scalable, efficient and compliant in a new regulatory environment
Balancing fraud risk mitigation with customer experience during early growth stage
Managing uncertainty in volume forecasts and adjusting headcount dynamically
Creating strong collaboration between fraud operations, customer support and product teams
What makes you a great fit:
Proven experience leading fraud prevention and disputes operations in a financial institution or fintech
Strong understanding of card fraud, account fraud, chargebacks and dispute lifecycle
Experience building operational teams from scratch in a fast growing environment
Strong analytical mindset with ability to translate forecasts into staffing models
Solid knowledge of AML and regulatory operational requirements
Experience implementing case management and ticketing workflows
Experience working with UML, Sequence diagrams, and BPMN for process visualization and documentation
Strong leadership and stakeholder management skills
Basic SQL skills with the ability to write simple queries and analyze data
Ability to work in an ambiguous launch environment and drive structure and accountability
Our ways of working:
Innovative Spirit: A commitment to creativity and groundbreaking solutions.
Honest Feedback: valuing open, transparent communication.
Supportive Team: a strong, collaborative community.
Celebrating Achievements: recognizing our wins together.
High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.