Head of Cards Operations & Fraud Management

About This Role

Job Description About ENBD Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.

Job Overview: As a Head of Operations & Fraud Management - Cards at Emirates NBD, your role is responsible for overseeing the operational efficiency and fraud prevention measures across the bank’s card products for Emirates NBD and Emirates Islamic. This role involves managing day-to-day operations, implementing fraud prevention strategies, and ensuring compliance with regulatory standards. The role also supports other international markets like KSA, London, India etc. on Fraud management and Operational support. The position requires advanced problem-solving skills to handle operational challenges and fraud risk management. Strong communication skills are necessary for leading cross-functional teams, liaising with regulatory authorities, and reporting to senior management.

Key Responsibilities:

• Oversee daily operations related to card products, ensuring efficiency and effectiveness in processes.
• Collaborate with internal teams to optimize operations and improve customer service levels.
• Implement and monitor performance metrics to ensure operational excellence.
• Manage operational risks and implement controls to minimize disruptions.
• Manage & govern Network International who is Banks Card processor and also provides other critical services like Switching, embossing etc.
• Develop and implement strategies for fraud detection and prevention across card products for Emirates NBD and Emirates Islamic as well as support to international entities KSA, London and India.
• Monitor fraud trends and work with relevant teams to mitigate risks.
• Collaborate with compliance and risk management teams to ensure that all operations comply with regulatory requirements.
• Manage Application Frauds for Cards, Personal Loans and Auto-Loans
• Oversee the investigation and resolution of fraud incidents.
• Ensure that all card operations and fraud management practices comply with relevant regulations.
• Prepare and present reports on operational performance, fraud incidents, and risk management to senior management.
• Liaise with regulatory authorities as needed to ensure compliance and address any issues.
• Maintain accurate records of operations and fraud management activities.
• Work closely with internal stakeholders, including product, risk, and IT teams, to ensure alignment of operations and fraud management strategies with business objectives.
• Engage with external partners, including vendors and service providers, to support operational efficiency and fraud prevention.
• Foster a culture of collaboration and continuous improvement within the team.
• Participate in cross-functional meetings and initiatives to enhance overall business performance.
• Lead, mentor, and develop a high-performing operations and fraud management team.
• Set performance goals, provide regular feedback, and support professional development opportunities.
• Foster a culture of innovation, accountability, and continuous improvement within the team.
• Ensure that the team is equipped with the necessary skills and knowledge to deliver on business objectives.

Skills And Experience

• 12-15 years of experience in operations, fraud management, or a related role within the banking or financial services sector.
• Bachelor’s degree in Finance, Business Administration, or a related field.
• Certifications in Fraud Management, Operational Risk, or related fields are a plus.
• Strong understanding of card operations, fraud prevention strategies, and regulatory compliance.
• Experience in managing large-scale operations and leading cross-functional teams.
• Excellent communication and analytical skills, with the ability to interpret data and make informed decisions.
• Strong problem-solving abilities, particularly in the areas of operational efficiency and fraud risk management.
• Attention to detail and a commitment to maintaining high standards of operational and risk management.

There’s never been a better time to join Emirates NBD. We’re one of the region’s most recognisable brands. We’re banking innovation leaders. We’re growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.

At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.