Cyber Fraud Operations Lead

About the Role

emagine is seeking an experienced Cyber Fraud Operations Lead to manage the daily operations and productivity of a fraud operations team in Riyadh, Saudi Arabia. This full-time role requires a strong background in fraud operations, cyber fraud systems, team management, and client relationship management, with 5-10 years of relevant experience.

Role Overview

The Cyber Fraud Operations Lead will be responsible for ensuring the team consistently meets agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The role also involves continuously improving fraud detection and analysis processes, working closely with technical and cyber teams, and acting as a primary operational point of contact for fraud-related matters.

Key Responsibilities

• Manage the day-to-day operations and productivity of the fraud analysis team.
• Ensure team performance consistently meets agreed SLAs, KPIs, and operational targets.
• Monitor analyst workloads and ensure efficient allocation of resources.
• Manage vacation plans and staffing requirements to ensure continuous client operations.
• Coordinate monthly shifts, schedules, and team coverage.
• Review analyst performance, identify errors or performance gaps, and provide timely feedback and coaching.
• Monitor and analyze sessions identified or flagged as potential fraud.
• Identify recurring fraud patterns and scenarios affecting customers.
• Develop and recommend new fraud detection rules and use cases based on emerging fraud patterns.
• Work closely with technical and cyber teams to improve fraud detection capabilities.
• Prepare regular operational, performance, and fraud analysis reports for management.
• Track key fraud trends, operational metrics, and team performance.
• Maintain strong and professional relationships with clients and key stakeholders.
• Act as the primary operational point of contact for fraud-related matters.
• Support the implementation of new fraud management strategies, processes, and controls.
• Ensure adherence to operational procedures and fraud management best practices.

Qualifications and Requirements

• Proven experience managing or leading a fraud operations/analysis team.
• Strong hands-on experience with Group-IB is mandatory.
• Experience with other fraud, cybersecurity, SIEM, or monitoring platforms such as SAS, Splunk, or similar tools.
• Strong understanding of fraud detection, investigation, monitoring, and prevention processes.
• Experience analyzing fraud patterns and developing or refining fraud detection rules.
• Strong understanding of operational SLAs, KPIs, performance management, and reporting.
• Excellent communication and stakeholder management skills.
• Proven experience managing client relationships.
• Strong analytical and problem-solving skills.
• Ability to work effectively in a fast-paced operational environment.

Preferred Qualifications

• Previous experience within banking, financial services, fintech, or telecommunications.
• Experience with cybersecurity operations or SOC environments.
• Knowledge of emerging cyber fraud techniques and customer fraud scenarios.
• Experience working with large enterprise or government clients.

Work Environment

This role is based in Riyadh, Riyadh, Saudi Arabia, and requires close collaboration with clients, internal technical teams, and other stakeholders to ensure effective fraud prevention and detection strategies. This is a full-time position.