Head of Antifraud & Disputes Operations (Fintech)

TL;DR

Head of Antifraud & Disputes Operations (Fintech): Leading and scaling the fraud prevention, fraud investigation, and disputes operation with an accent on day-to-day team performance, case quality, and service levels. Focus on strengthening controls, reducing fraud losses, and improving dispute outcomes.

Location: Mexico

Company

hirify.global (ex Different Technologies) is a product company in Fintech domain.

What you will do

• Lead the daily performance of the Antifraud & Disputes operation, ensuring timely and accurate case handling.
• Manage and develop coordinators and analysts, providing coaching, feedback, and performance follow-up.
• Oversee fraud investigations and disputes resolution, ensuring proper documentation, sound decisions, and compliance with internal procedures.
• Monitor operational KPIs such as fraud losses, turnaround times, backlog, productivity, quality, and SLA adherence.
• Analyze fraud and dispute trends to identify root causes, recurring issues, and opportunities for prevention.
• Partner with internal stakeholders and external providers to support investigations and strengthen customer protection.

Requirements

• 6+ years of experience in fraud operations, fraud investigations, disputes, or risk operations, preferably in fintech, banking, payments, or financial services.
• 3+ years of leadership experience managing teams and operational performance.
• Strong knowledge of fraud investigation, disputes handling, fraud prevention controls, and operational risk.
• Proven experience managing KPIs such as SLA, productivity, quality, backlog, and fraud losses.
• Strong analytical and problem-solving skills, with the ability to identify trends and drive improvements.
• Availability according to a 24/7 service window.