Bank Fraud Operations Lead

About the role

Addi is scaling its banking and payments platform in Colombia and needs a senior leader to build and scale a high‑precision Bank/Fraud Operations function. You will translate fraud policies into operational workflows, ensure robust loss protection and minimize friction for legitimate customers.

Key responsibilities

• Standardize and map 100% of high‑risk customer journeys, creating durable SOPs and eliminating single‑point‑of‑failure handoffs within six months.
• Define operational roles, capacity models, QA routines and coaching frameworks to achieve 95%+ SLA attainment and a 98%+ quality score across fraud decisions.
• Deploy a real‑time KPI architecture for demand, capacity and backlog health, enabling 100% resolution of root‑cause actions.
• Re‑architect investigation workflows with Product, Engineering and CX teams to cut case cycle time by 30% and improve CSAT on restricted‑account interactions.
• Manage rollouts and hyper‑care periods for new fraud policies, tools and vendor integrations, ensuring on‑time deployment with zero critical post‑launch disruptions.

Required profile

• Proven experience designing and improving operational processes, creating SOPs, controls and escalation paths.
• People‑leadership experience managing operational teams or frontline leaders, with a focus on coaching, performance management and team health.
• Ability to lead cross‑functional initiatives across Operations, Product, Engineering, Data, Risk, Compliance, Legal and CX without formal authority.
• Strong analytical mindset, comfortable using data‑driven metrics (SLAs, productivity, backlog, cycle time) to make decisions.
• Experience rolling out new processes, policies or tools with clear communication, training and post‑launch monitoring.

Required skills

• Operational process design and continuous improvement.
• Leadership and team management.
• Cross‑functional partnership and vendor management.
• Data‑driven operational management (KPIs, SLA monitoring).
• Change management and delivery of new policies/tools.

What we offer

• Impactful work shaping Colombia’s financial ecosystem.
• Opportunity to build a function from the ground up in a fast‑growing fintech.
• Competitive salary, equity ownership and comprehensive benefits.
• Collaboration with world‑class talent and investors.