Fraud Ops Associate Lead

About the role

Trust is a digitally native bank in Singapore, built around delivering a smooth and enjoyable customer experience. In this fast-moving and collaborative environment, you will help tackle evolving fraud challenges while contributing to the future of the bank and its customer protection capabilities.

As the Fraud Ops Associate Lead, you will oversee daily fraud operations across surveillance and investigations. The position focuses on fraud detection oversight, case handling coordination, cross-team operational response, and the consistent execution of core business-as-usual controls. You will also help guide the team, improve processes, and surface operational insights that strengthen fraud risk management. This role reports to the Financial Crime Strategy, Intelligence and Transformation Lead.

Key responsibilities

• Direct daily fraud surveillance activities across the bank’s detection platforms to support the prompt identification, review, and escalation of fraud and scam risks.
• Manage alert handling, rule monitoring, and operational execution so surveillance coverage remains consistent across major fraud typologies.
• Spot gaps in operations, new trends, and control enhancement opportunities from surveillance findings, then work with stakeholders to improve detection performance and workflow efficiency.
• Lead fraud investigations covering card fraud, scams, and related cases, making sure matters are resolved promptly and escalated appropriately when risk or complexity is higher.
• Run in-depth reviews of fraud events, recurring patterns, and thematic issues to determine root causes and recommend stronger control measures.
• Provide daily leadership to the Fraud Operations team so service standards, operational quality, and investigation outcomes are delivered effectively.
• Oversee team capacity, task allocation, coaching, training, and performance management across surveillance and investigation workstreams while encouraging accountability and continuous improvement.
• Own core fraud operations activities such as fraud dispute call monitoring, merchant blacklisting, case queue management, and other controls needed for effective fraud risk management.
• Ensure procedures and controls are applied consistently, escalated when required, and refined over time to support service stability, customer outcomes, and control effectiveness.
• Serve as a key operational contact for fraud-related questions and coordination across internal teams such as Customer Service, Product, Risk, Operations, AML/CDD, and others.
• Work with internal stakeholders and, where necessary, external parties including law enforcement on case follow-ups, operational issues, and fraud response matters.
• Prepare fraud reporting, case insights, and management information covering fraud trends, investigation outcomes, surveillance effectiveness, and significant operational issues for governance and management use.
• Support Visa scheme reporting requirements related to fraud.
• Assist with governance, audit, review, and regulatory requests by maintaining records, tracking remediation actions, and ensuring activities remain aligned with internal policies and control expectations.
• Improve surveillance and investigation workflows to reduce turnaround time, improve consistency, and raise overall operational efficiency.
• Translate frontline operational issues into process improvements, system optimisation opportunities, and better fraud operating outcomes for the Financial Crime Strategy, Intelligence and Transformation Lead.

Requirements

• At least 8 years of experience in fraud operations, investigations, surveillance, or similar work within banking or financial services.
• Strong practical knowledge of fraud detection and case management processes, including hands-on experience in surveillance and investigation operations.
• Experience using fraud detection tools and related operational workflows.
• Good understanding of fraud patterns relevant to a digital bank, especially card fraud, payment fraud, scams, account takeover, and related investigative handling.
• Proven experience leading operational teams, including managing capacity, allocation of work, quality, and performance outcomes.
• Strong analytical and investigative ability, with the capacity to perform deep-dive reviews, identify root causes, and turn findings into usable operational improvements.
• Excellent stakeholder management and communication skills for coordination across Customer Service, Product, Risk, Operations, AML/CDD, and other relevant functions.
• Ability to work effectively in a high-pressure, fast-paced environment while maintaining sound judgement and strong execution discipline.
• A consistent drive for continuous improvement, including the ability to simplify workflows, strengthen controls, and improve team effectiveness.

Additional information

This position is a full-time, onsite role based in Singapore, Singapore. The company is an inclusive employer and welcomes applicants of all ages. Employment decisions are made based on business needs, job requirements, and individual qualifications. The workplace prohibits discrimination and harassment of any kind, and supports equal employment opportunity for all employees.

Applicants who share personal information in connection with a job opportunity agree to the company’s privacy notice for job applicants.

The company encourages candidates to come as they are and values people who do quality work and care about doing their job well.

Equal opportunity

Trust is committed to providing a workplace free from discrimination and harassment. Hiring and employment decisions are based on business requirements and qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other protected characteristic.