Bank Fraud Operations Lead

ABOUT the company

We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly and grow together. Today, we serve over 3.6 million customers and partner with more than 55,000 merchants, making the company Colombia’s fastest-growing marketplace.

With a state-of-the-art, technology-first approach, we provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing), bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably.

Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.

But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values [link for members] every day.

ABOUT THE ROLE

This is where you come in. Below, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at the company. If you’re ready to be part of something big, keep reading.

WHAT’S THE MISSION YOU’LL DRIVE

Build and scale Bank/CF Fraud Operations into a predictable, high-precision function by translating fraud policies into seamless operational workflows, rigorous execution, and real-time monitoring. Ensure robust protection against losses while minimizing friction for legitimate customers as the company expands its banking infrastructure.

WHAT YOU WILL DO

• Standardize and map 100% of high-risk end-to-end customer journeys (IDV, transaction review, account restrictions/closures, mule accounts, ATO, and unrecognized transactions) by establishing durable SOPs, clear decision rights, and cross-functional handoffs across Strategy, CX, Legal, and Product, resulting in zero unmapped operational handoffs and a 100% reduction in single-point-of-failure reliance within 6 months.

• Establish clear operational roles, capacity models, QA routines, and coaching frameworks for Supervisors and Analysts, resulting in 95%+ SLA attainment, a 20% increase in analyst productivity, and an operational quality score of 98%+ across all fraud decisions over the next 12 months.

• Deploy a real-time operational KPI architecture covering demand, capacity, backlog health, and decision consistency to power weekly/monthly business reviews, achieving a 100% resolution rate on identified root-cause actions and delivering seamless feedback loops to Fraud Strategy for rule refinement within 6 months.

• Re-architect high-friction investigation workflows in partnership with Product, Engineering, and CX Platform teams, achieving a 30% reduction in average case cycle time, a 25% drop in manual rework, and a 15-point increase in customer CSAT on restricted-account interactions within 9–12 months.

• Manage operational rollouts and hypercare periods for all new fraud policies, tools, and vendor integrations, ensuring 100% on-time deployment readiness with zero critical post-launch operational disruptions or unmitigated risk trade-offs across 12 months.

WHAT WE’RE LOOKING FOR

• Operational Process Building and Continuous Improvement

• Has personally overseen the creation of Ops processes or diagnosed broken workflows, found root causes, redesigned processes and measured whether the change worked.

• Can build clear SOPs, controls, R&R, escalation paths and management routines from ambiguity.

• Balances immediate stabilization with a scalable target state.

• People Leadership

• Has led operational teams directly or through frontline leaders.

• Sets clear expectations, coaches performance, builds capability and handles difficult people decisions constructively.

• Understands staffing, capacity, incentives, quality and team health as an integrated system.

• Cross-Functional and External Partnership

• Can lead work across Operations, Product, Engineering, Data, Risk, Compliance, Legal and CX without relying on formal authority.

• Has managed external vendors, banks, processors or other operational partners where applicable.

• Creates clear agreements, surfaces trade-offs and drives owners to closure.

• Operational Management and Data Fluency

• Uses SLAs, quality, productivity, backlog, cycle time, demand and customer-impact metrics to run a function.

• Can distinguish signals from noise, ask good analytical questions and convert monitoring into decisions.

• Does not need to be a data scientist, but must be comfortable using data to manage and improve operations.

• Change Management and Delivery

• Has rolled out new processes, policies or tools with communication, training, QA, readiness checks and post-launch monitoring and improvements.

• Plans for adoption and frontline behavior—not only technical delivery.

• High-Ownership Judgment

• Operates effectively in ambiguity, prioritizes pragmatically and escalates early.

• Is comfortable making reversible decisions with incomplete information while protecting customers and the business.

• Domain Learning Agility

• Can quickly learn fraud typologies, controls, banking regulation and investigation workflows.

• Knows when to rely on subject-matter experts and how to convert their expertise into repeatable operations.

Why join us?

• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions. Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services.

• Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values. You won’t just be an employee—you’ll be an owner

• Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage. If you’re looking for a high-impact role in a company that’s scaling fast, this is it.

• Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do. We care deeply about what we build and how we build it—and we want you to be a part of it.

• Competitive compensation & meaningful ownership – We believe in rewarding our talent. You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth.

HOW THE HIRING PROCESS LOOKS LIKE

We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here’s what our process looks like:

• Step 1: People Interview (30 min)

A conversation with a recruiter to get to know you, your experience, and what you're looking for. We’ll also share more about the company, our culture, and the role.

• Step 2: Initial Interview (45 min)

A conversation with the leader to explore your frontline leadership judgment, practical process design, and capacity and quality management skills.

• Step 3: Fraud and data interview (45min)

A conversation to explore your data fluency, monitoring and feedback loops, and structured problem solving. We'll also dig into how you partner with Fraud Strategy and Data, and your ability to convert operational findings into better controls and processes.

• Step 4: Business case (60 min)

A practical exercise where you'll diagnose an immature bank fraud operation and present a pragmatic 30/60/90-day stabilization and improvement plan. We'll be evaluating process design, people leadership, prioritization, metrics and stakeholder management.

• Step 5: Co-Founder Interview (30 min)

If there’s a strong match, you’ll have a final conversation with our Founder to align on expectations, cultural fit and ensure mutual excitement. From there, we’ll move quickly to an offer and discuss next steps.

We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.