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 is responsible for:

• Owning the full operational scope of the Financial Crime Prevention team, including Fraud Prevention, Disputes, AML Operations and Compliance-related case handling.
• Designing and implementing the operational structure for each function based on the launch plan, projected client growth, transaction volumes and expected operational demand.
• Calculating and planning headcount per function, defining role distribution, workload allocation and productivity benchmarks.
• Developing and documenting end-to-end operational processes across fraud prevention, disputes management, AML operations and investigation workflows.
• Building and maintaining operational manuals and knowledge bases for agents, including investigation procedures, escalation paths, operational playbooks and regulatory requirements.
• Hiring key leadership roles prior to launch, including the Disputes Manager, Fraud Prevention Coordinator, Agents, among others, while building and scaling the broader operations team.
• Designing and optimizing ticket and case management workflows across fraud investigations, disputes, AML operations and compliance processes.
• Ensuring operational processes comply with Colombian regulatory requirements and internal policies.
• Partnering with Customer Support, Product, Compliance and Risk teams to ensure operational readiness, process efficiency and alignment between business needs and operational capabilities.
• Supporting the development of training programs and onboarding materials for managers and operational teams.
• Establishing KPIs, SLAs and quality control frameworks to measure operational performance and service quality.
• Monitoring operational performance, identifying process improvement opportunities and driving continuous optimization initiatives.

Challenges that await you:

• Building a high-performing Financial Crime Prevention Operations team before product launch.
• Designing operational processes that are scalable, efficient and compliant in a new regulatory environment.
• Building operational excellence while supporting the evolution of fraud prevention capabilities.
• Managing uncertainty in volume forecasts and adjusting headcount dynamically.
• Creating strong collaboration between Operations, Customer Support, Product, Risk and Compliance teams.

What makes you a great fit:

• Proven experience leading large-scale operations teams in a financial institution, fintech, BPO, shared services or other high-volume operational environments.
• Experience building operational teams and processes from scratch in fast-growing organizations.
• Strong experience designing operational models, workforce planning, capacity planning and process optimization.
• Experience establishing KPIs, SLAs and quality assurance frameworks to drive operational excellence.
• Experience in Fraud Prevention, Financial Crime, Disputes or AML operations is a strong plus, but not required. We welcome experienced operations leaders who are eager to learn and grow within the financial crime prevention domain.
• Strong analytical mindset with the ability to translate forecasts into staffing models and operational plans.
• Familiarity with operational risk management and regulated environments is preferred.
• Experience implementing case management and ticketing workflows.
• Experience working with UML, Sequence Diagrams and BPMN for process visualization and documentation.
• Strong leadership, stakeholder management and cross-functional collaboration skills.
• Basic SQL skills with the ability to write simple queries and analyze operational data.
• Ability to thrive in an ambiguous, fast-paced launch environment while bringing structure, accountability and continuous improvement.
• Fluent in Spanish and English, with the ability to operate effectively within an international organization.

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.