Head of Antifraud & Disputes Operations (Fintech)

TL;DR

Head of Antifraud & Disputes Operations (Fintech): Leading and scaling fraud prevention, investigation, and disputes operations with an accent on team performance, case quality, and service levels. Focus on monitoring KPIs, analyzing trends, improving workflows, and partnering with stakeholders to reduce losses and strengthen controls.

Mexico • Hybrid Work

Company

hirify.global (ex Different Technologies) is a fintech company focused on finance and payments.

What you will do

• Lead daily performance of antifraud and disputes operations, ensuring timely case handling and SLA adherence.
• Manage and develop coordinators and analysts through coaching, feedback, and performance follow-up.
• Oversee fraud investigations and disputes resolution with proper documentation and compliance.
• Monitor KPIs like fraud losses, turnaround times, backlog, productivity, and quality.
• Analyze trends to identify root causes and opportunities for prevention and process improvements.
• Prepare reports for senior management and partner with Risk, Compliance, Legal, Product, and external providers.
• Support hiring, staffing, shift planning, and 24/7 service continuity.

Requirements

• 6+ years of experience in fraud operations, investigations, disputes, or risk operations, preferably in fintech, banking, or payments.
• 3+ years of leadership experience managing teams and operational performance.
• Strong knowledge of fraud investigation, disputes handling, prevention controls, and operational risk.
• Proven experience managing KPIs such as SLA, productivity, quality, backlog, and fraud losses.
• Strong analytical, problem-solving, communication, and cross-functional collaboration skills.
• Availability according to a 24/7 service window.
• High ownership, organization, and attention to detail.