Fraud Operations Manager

As part of the CX Fraud vertical, you'll own the full Fraud Operations engine in Mexico, spanning both Internal and External Fraud Operations, and lead the shift from reactive defense to proactive, preventive protection for millions of Nu customers. This is a leading-leaders role: you'll manage other managers and leads across our internal team and BPO sites, setting the vision for how investigations, disputes, identity security, transaction monitoring, and fraud controls run at scale. You'll translate executive-level fraud and CX objectives into roadmaps that internal teams and BPO sites execute against, building the operating models, governance, and performance systems that let the organization scale without losing rigor or customer trust. You'll be one of the most senior operators in Fraud, representing Fraud Operations at executive forums and building a leadership bench that keeps raising the bar across the operation.

Responsibilities

Own the end-to-end operational strategy for Internal and External Fraud Operations, aligning both sides to one mission, one roadmap, and one set of performance standards; Design and evolve scalable operating models for investigations, disputes, chargebacks, identity security, and transaction fraud, with clear ownership, decision rights, and escalation paths across internal teams and BPO sites; Lead a multi-layer organization of managers and leads, building rigorous performance-management frameworks and a governance rhythm that catches outliers early and drives coaching and course correction; Drive continuous improvement using VOC, VOE, and data, prioritizing operational changes and championing AI- and automation-enabled ways of working; Own execution across core fraud journeys (CB Gamers, MA, IF, BKO, and others), strengthening control coverage and reducing manual intervention while protecting investigative quality and compliance; Oversee backlog health across internal and external operations, ensuring regulatory-critical cases are prioritized and documentation standards are met; Partner with WFM, Content, Fraud Strategy, Product, and Analytics teams to build workforce capacity, training readiness, and quality frameworks that protect SLAs and regulatory readiness; Represent Fraud Operations at executive forums, translating complex operational realities into clear recommendations on priorities, risks, and investments

Requirements

Proven experience leading operations as a manager of managers, ideally across multiple teams or locations; Strong track record using data to manage performance at scale, including operational health frameworks and backlog governance; Hands-on experience managing outsourced/BPO operations: ramp, governance routines, and partner performance management; Demonstrated ability to design and evolve operating models, including org design and role definition across internal and external teams; Strong strategic thinking paired with comfort diving into the details to diagnose issues and unlock improvements; Excellent cross-functional stakeholder management, with a track record of partnering to deliver shared outcomes; Comfort operating in ambiguity, making decisions with incomplete information, and adjusting quickly as fraud patterns and regulations evolve

Nice to have

Experience in fraud operations — investigations, disputes, chargebacks, identity security, or transaction monitoring — in a high-volume context; Experience in fintech, digital banking, or other highly regulated financial services, particularly in fraud or financial crime; Experience leading regulatory-sensitive operations, including exposure to audits and remediation programs; Track record of shifting operations from reactive, case-by-case handling to preventive, control-led, experience-centered models

Benefits

Chance of earning equity at Nu; Extended maternity and paternity leaves; Health and life insurance; Dental and Vision Insurance; NuCare - Our mental health and wellness assistance program; Nucleo - Our learning platform of courses; NuLanguage - Our language learning program; Holiday Bonus (Aguinaldo) of 30 days of pay per year; 17 days of paid vacation with 25% vacation bonus; Gym partnership; Food card; Work-from-home Allowance; Parental Consultancy; Relocation Assistance Package, if applicable