Manager, Claims & Fraud Operations

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.  This is more than a strategic shift.  It’s a chance for driven professionals to grow, learn, and make a real difference.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:
The Manager, Claims & Fraud Operations is responsible for leading and overseeing investigative teams responsible for identifying, mitigating, and preventing fraud-related losses while ensuring full compliance with regulatory, risk, and service level standards. This role provides strategic direction, operational oversight, and subject matter leadership across fraud investigations, SAR referral governance, regulatory adherence, and loss recovery efforts. The Manager ensures investigative quality, regulatory timeliness, and effective collaboration with law enforcement, internal stakeholders, and peer institutions while continuously strengthening fraud detection and prevention controls.

What You Bring:
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. Drive a high-performance culture focused on accountability, risk awareness, and continuous improvement. Provide escalation guidance and decision support on high-risk or complex fraud matters. Oversee after-hours fraud event rotation and escalation protocols an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's Degree or equivalent work experience - Required.
5+ Years Banking experience preferably in operations and/or fraud prevention. - Required.

Prior leadership or supervisory experience preferred.
Strong working knowledge of BSA requirements, SAR referral standards, and regulatory expectations.
Demonstrated experience managing high-volume investigative teams.
Knowledge of fraud detection systems, payment processing systems, and operational back-end platforms.
Experience working with law enforcement and supporting litigation or prosecution cases.
Strong analytical, reporting, and risk assessment skills.
Excellent written and verbal communication skills.
Proven ability to influence cross-functional stakeholders and drive change.

Cross-Functional & External Partnership

• Serve as primary liaison with Law Enforcement, regulatory agencies, and peer banks when appropriate.
• Partner with Lines of Business, Operations, Technology, Legal, and Compliance to implement fraud prevention enhancements.
• Act as subject matter expert in claims insights, fraud risk trends, and operational readiness for new initiatives.
• Support evaluation of new systems and applications impacting fraud detection and claims management.

Controls, Systems & Continuous Improvement

• Oversee refinement and testing of fraud system controls to detect and prevent evolving threats.
• Ensure proper documentation and governance of fraud detection systems and operational procedures.
• Identify control gaps and lead remediation efforts.
• Drive statistical trend analysis and process optimization initiatives.

Key Competencies

• Regulatory Judgment & Escalation Discipline
• Strategic Fraud Risk Management
• Operational Leadership & Coaching
• Data-Driven Decision Making
• Crisis & Escalation Management
• Cross-Functional Influence
• Quality Assurance & Audit Readiness
• Loss Mitigation & Recovery Strategy

Performance Metrics May Include

• Fraud loss avoidance and recovery rates
• SAR referral timeliness and quality
• SLA adherence and productivity targets
• QA scores and documentation quality
• Regulatory audit results
• Trend mitigation effectiveness
• Employee engagement and development outcomes

Certifications:
No Certifications listed for this job.
It Would Be Nice For You to Have:
Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range:

Minimum:

We Value Your Impact:

Your contribution matters and it’s recognized.  You can expect a fair and competitive rewards package that reflects the impact you create and the value you deliver. We know rewards go beyond numbers.  Offering more than just a paycheck our benefits are designed to support you, your family and your well-being, now and into the future. Santander Benefits - 2026 Santander OnGoing/NH eGuide (foleon.com) 

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement:

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.
Working Conditions:

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next:

If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at [email protected] to discuss your needs.