Fraud Disputes Operations Section Manager

3+ years experience in Fraud Operations leadership or equivalent, preferably within a financial institution or supporting operation (required)

1+ years of banking operations experience (required)

Fraud & Disputes Operations Management:

Knowledge of fraud investigation, dispute resolution processes, and payment channels including ACH, Zelle, Bill Pay, P2P, RTP, and Debit Cards.

Expertise in Regulation E, banking regulations, operational controls, audit readiness, and risk mitigation.

Experience identifying operational inefficiencies and implementing solutions that improve quality, productivity, and customer outcomes.

This position is eligible to earn a base salary in the range of $63,000.00 - $96,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

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Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 08/22/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

This role manages a staff that supports Fraud Disputes operations for KeyBank, ensuring compliance with Regulation E requirements and delivering high-quality service across multiple fraud and dispute product channels, including ACH, Zelle, Bill Pay, P2P, RTP, and Debit Card transactions.

The incumbent is responsible for optimizing operational performance, driving process improvements, and implementing strategic initiatives that enhance customer experience, reduce risk, and improve efficiency.

This position plays a critical leadership role in partnering with Technology, Operations, Risk, Compliance, Legal, Vendor Management, and Line of Business stakeholders to implement and enhance fraud and dispute technologies, develop automation solutions, and support organizational change initiatives.

The successful Operations Section Manager ensures operational excellence while overseeing audit, legal, escalation, and complaint matters, maintaining strong controls, and continuously identifying opportunities to improve service delivery, regulatory compliance, and teammate effectiveness.

Lead and guide day-to-day activities of the Fraud Disputes team (up to 20 teammates), ensuring service excellence, regulatory compliance, workflow optimization, and achievement of established service level agreements.

Manage partnership with offshore resources and leadership.