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Addi is a leading fintech platform in Latin America, serving over 2 million customers and 20,000+ merchants. The company provides banking solutions (deposits, payments, unsecured credit) and commerce services, operating as Colombia's fastest-growing marketplace and leading Buy Now, Pay Later provider. Recently achieved profitability and secured regulatory approval to operate as a bank, backed by top-tier investors including Andreessen Horowitz, Goldman Sachs, and Union Square Ventures.
You will build and scale the Bank/CF Fraud Operations function into a predictable, high-precision operation. This role owns the end-to-end translation of fraud policies into seamless operational workflows, rigorous execution, and real-time monitoring to protect against losses while minimizing friction for legitimate customers.
Key responsibilities include:
- Standardize and map 100% of high-risk customer journeys (IDV, transaction review, account restrictions/closures, mule accounts, ATO, unrecognized transactions) by establishing durable SOPs, clear decision rights, and cross-functional handoffs across Strategy, CX, Legal, and Product. Target: zero unmapped handoffs and 100% reduction in single-point-of-failure reliance within 6 months.
- Establish operational roles, capacity models, QA routines, and coaching frameworks for Supervisors and Analysts. Target: 95%+ SLA attainment, 20% increase in analyst productivity, and 98%+ operational quality score within 12 months.
- Deploy real-time operational KPI architecture covering demand, capacity, backlog health, and decision consistency to power weekly/monthly business reviews. Target: 100% resolution rate on root-cause actions and seamless feedback loops to Fraud Strategy within 6 months.
- Re-architect high-friction investigation workflows in partnership with Product, Engineering, and CX Platform teams. Target: 30% reduction in case cycle time, 25% drop in manual rework, and 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. Target: 100% on-time deployment readiness with zero critical post-launch disruptions across 12 months.
REQUIREMENTS:
- Operational Process Building and Continuous Improvement: Demonstrated experience personally overseeing creation of operational processes, diagnosing broken workflows, finding root causes, redesigning processes, and measuring outcomes. Ability to build clear SOPs, controls, R&R matrices, escalation paths, and management routines from ambiguity. Proven ability to balance immediate stabilization with scalable target-state design.
- People Leadership: Direct experience leading operational teams or through frontline leaders. Ability to set clear expectations, coach performance, build capability, and handle difficult people decisions constructively. Understanding of staffing, capacity, incentives, quality, and team health as an integrated system.
- Cross-Functional and External Partnership: Demonstrated ability to lead work across Operations, Product, Engineering, Data, Risk, Compliance, Legal, and CX without formal authority. Experience managing external vendors, banks, processors, or operational partners. Ability to create clear agreements, surface trade-offs, and drive owners to closure.
- Operational Management and Data Fluency: Proficiency using SLAs, quality, productivity, backlog, cycle time, demand, and customer-impact metrics to run a function. Ability to distinguish signals from noise, ask analytical questions, and convert monitoring into decisions. Comfort with data-driven management and improvement (not requiring data science expertise).
- Change Management and Delivery: Track record rolling out new processes, policies, or tools with communication, training, QA, readiness checks, and post-launch monitoring. Focus on adoption and frontline behavior, not just technical delivery.
- High-Ownership Judgment: Ability to operate effectively in ambiguity, prioritize pragmatically, and escalate early. Comfort making reversible decisions with incomplete information while protecting customers and the business.
- Domain Learning Agility: Capacity to quickly learn fraud typologies, controls, banking regulation, and investigation workflows. Ability to leverage subject-matter experts and convert their expertise into repeatable operations.
