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Head of Fraud Operations

Head of Fraud Operations at Vonage, Bangalore, India.
Vonage
On-Site
India
Undisclosed salary
Job Description
Vonage is seeking a Head of Fraud Operations to protect the business, customers, and carrier partners from fraudulent behavior. This role is crucial in defining and upholding anti-fraud policy, ensuring the company's profitability. The Head of Fraud Operations will lead the development and management of a best-in-class Fraud Team, ready to address the evolving challenges of fraud and safeguard revenue and services.

Responsibilities:
  • Managing three main Fraud areas: 24x7 Operation, Fraud Operations (Tier 2), and Fraud Investigation Team (Tier 3).
  • Serving as the main point of contact for all Fraud issues and collaborating with senior management.
  • Creating and maintaining fraud documentation and guides.
  • Building metrics to measure Fraud performance and updating leadership.
  • Collaborating with Legal and Compliance to address new regulations.
  • Managing Compliance and Fraud Regulations for CPaaS Reseller partners.
  • Liaising with Quality & Innovation to improve alerting and dashboard metrics.
  • Producing fraud risk reviews and mitigation plans.
  • Supporting the Operations Manager in developing fraud prevention initiatives.
  • Providing guidance to the Finance team.
  • Advancing the Fraud team in collaboration with Fraud Product and tooling teams.

Requirements:
  • Experience in the Telecommunications Industry with knowledge of Voice and SMS Fraud.
  • Proven track record of managing teams (approximately 25 people).
  • Expertise in anti-fraud techniques and practices (AML, KYC).
  • Proficiency in Excel, data analytics, SQL, and business intelligence tools.
  • Familiarity with fraud screening software and management tools.
  • Background in high-volume transaction industries.
  • Strong understanding of fraud detection tools and technologies.
  • Excellent problem-solving and analytical skills.
  • Familiarity with compliance and regulatory requirements in fraud prevention.

What Vonage Offers:
  • Group health insurance
  • Life insurance
  • Group Accident & Disability Insurance
  • Flexible benefits plan for tax exemptions
  • Ericsson Care Line
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