Manager - Fraud Operations Centre

About Wio

Role Overview

What You'Ll Be Responsible For

• Run the Fraud Operations Centre — own the shift rota, coverage model, escalation paths, and the daily ops cadence. Make sure every alert hits an analyst within SLA, across all operating hours. Continuously look for where AI and automation can eliminate manual steps, reduce handling time, and free your analysts to focus on what machines can’t do.
• Drive the AI-first transformation of fraud operations. Identify where AI agents, LLM-powered triage, automated decisioning, and intelligent workflow tools can replace or augment manual processes. Build, pilot, and iterate — whether that’s a prototype you’ve spun up yourself or a capability you’ve pulled in from a vendor. Set the ambition: a fraud ops team where AI handles the routine so your people handle the complex.
• Set the standard for customer experience in fraud handling. Wio’s aim is to deliver the best fraud handling experience in the market — not the traditional approach. You will define and uphold best-in-class customer experience standards for fraud interactions, instil a customer-first mentality across your team, and ensure that every customer going through a fraud event is treated with empathy, speed, and transparency. This team will be measured by customer feedback and Wio’s service standards, not just fraud metrics.
• Own the queue. Real-time payment and card fraud alerts, account-takeover signals, scam reports, mule investigations, and chargeback cases — your team triages, decisions, and closes every one of them with a clear audit trail.
• Contain and recover. Block compromised cards and accounts in minutes, freeze and recall funds where possible, coordinate with correspondent banks and the UAE Funds Tracing & Recovery channels, and drive the customer-facing recovery conversation alongside Customer Care.
• Partner with Fraud Risk/Strategy and Data Science on model performance, rule tuning, and AI tool evaluation. Bring the operational evidence — false-positive rates, analyst feedback, emerging typologies — that closes the loop between detection and prevention. Be an active voice in shaping what the next generation of AI-powered fraud detection looks like at Wio.
• Manage fraud chargebacks through Visa VROL and Mastercard MDS — pre-arbitration, arbitration, compliance cases — and keep our chargeback ratios well inside scheme thresholds.
• Support the regulatory and compliance interface. Feed timely, accurate operational data and fraud incident details to Financial Crime Compliance and Fraud Risk for regulatory notifications and STR/SAR submissions to the FIU via goAML. Ensure your team’s case documentation meets the standards required for regulatory and audit purposes.
• Lead, hire, and develop a team of 8–15 Analysts and Senior Analysts across shifts. Set the standard on quality, urgency, and customer empathy; run the QA programme, the coaching cadence, and the career conversations.
• Run the post-incident discipline. After every material event — fraud ring, scheme outage, scam wave — own the timeline, the root-cause, the lessons-learned, and the playbook update. Maintain a living library of runbooks for the top fraud typologies.
• Report up and own your data. Weekly ops metrics, monthly fraud loss and recovery deck — you own the numbers and the narrative. Build self-service reporting and AI-assisted analytics so your team has real- time visibility into performance without waiting on central analytics. Use data to make the case for AI investments and to measure their impact.
• What Are We Looking For?
• 6–10 years in fraud operations at a UAE-licensed bank, card issuer, payments processor, or regulated fintech — with at least 3 years running a team in a 24/7 or shift-based environment.
• Deep, hands-on knowledge of payment fraud typologies — card-not-present, account takeover, SIM- swap, authorised push payment (APP) and social-engineering scams, mule networks, merchant collusion, and first-party fraud.
• Working experience with at least one fraud platform — Featurespace ARIC, SAS Fraud Management, NICE Actimize, FICO Falcon, Feedzai, Hawk AI, ThreatMetrix, BioCatch, or similar — and the rule/case management workflows that sit on top of it.
• Card-scheme dispute fluency — Visa and Mastercard chargeback reason codes, dispute lifecycles, and the operational interface with the issuer processor.
• Demonstrated customer centricity. You lead with empathy and hold your team to the same standard. You have a track record of instilling a customer-first mentality in operations teams — the belief that how we handle fraud is as important as how fast we stop it.
• A working command of the UAE regulatory context — CBUAE Consumer Protection Regulation and Standards, AML-CFT Federal Decree-Law No. 20 of 2018, and the UAE’s payment-fraud and scam landscape.
• Genuine people-leadership track record. You've built a rota, written a coaching plan, sat through a tough QA review, and held the line on standards during a fraud spike.
• CFE, ACAMS, or ICA Diploma preferred. Arabic language ability is a plus, not a requirement.
• An AI-first mindset — and the receipts to prove it. You believe AI will reshape fraud operations in the next three years and you’re already acting on it. You’ve prototyped tools, experimented with LLM- powered workflows, or built automations that changed how your team works. You don’t wait for a product team to hand you solutions — you identify the problem, find or build the tool, and ship it. This is a core criterion for this role, not a nice-to-have.

Why Join Wio?

• Real product partnership. You will work alongside Product and Fraud Risk/Strategy, not lob requirements over a wall.
• Modern tooling and the mandate to build with AI. A cloud-native stack, a serious investment in fraud and FinCrime tech, and a leadership team that actively wants you to prototype, automate, and bring AI into the operating model. If you see a better way to do something, you’ll have the room to build it.
• A regional platform. First platform bank in the UAE, growing fast, with the customer base and the transaction volumes to make the work matter.
• Competitive package — base, performance bonus, on-call allowance, comprehensive medical, annual flight allowance, and end-of-service per UAE labour law.