The Financial Crime Prevention Operations team is responsible for protecting the bank and its clients from fraud losses and financial crime risks across the full customer lifecycle. In Colombia, the team will be built from scratch to support the launch of debit cards and savings accounts. The function will cover fraud prevention operations, disputes management, AML operational support and regulatory compliance execution. The role requires building scalable processes, defining the operational model, hiring and leading managers and agents, and ensuring operational readiness before and after launch.

The Head of Fraud Prevention Program (Colombia) is responsible for:
- Owning the full operational scope of the Financial Crime Prevention team, including Antifraud, Disputes, AML operations and compliance-related case handling.
- Designing and implementing the operational structure per area based on launch plan, projected client growth, transaction volumes and expected alert and dispute inflow.
- Calculating and planning headcount per function, defining role distribution,



workload allocation and productivity benchmarks.
- Developing and documenting end to end operational processes for fraud monitoring, dispute handling and investigation workflows.
- Building and maintaining operational manuals and knowledge base for agents, including fraud typologies, dispute scenarios, escalation paths and regulatory requirements.
- Hiring key leadership roles prior to launch, including the Disputes Manager, Fraud Prevention Coordinator, and AML & Compliance Manager, while building and scaling the broader operations team.
- Designing ticket and case management flows, including:
- Disputes handling from escalation from first line up to resolution
- Fraud alerts review and investigation
- Investigation tickets related to suspicious activity
- AML and Compliance case handling
- Ensuring operational processes are compliant with Colombian regulatory requirements and internal policies.
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📌 Head of Fraud Prevention Colombia
🏢 Plata Card
📍 Colombia