Fraud and Disputes Product Owner

Location:

Job Summary

As an Agile Product Owner for our Fraud Product and Delivery Management Team, you will partner across our Fraud Solutions, Technology, Operations, and Material Business Units (MBU) teams to support the implementation, delivery, and ongoing operation of enterprise-wide fraud solutions. This role is accountable for assigned Fraud and Disputes platforms, including technology intake, backlog management, prioritization, roadmap execution, production support, enhancements, and Product Owner delivery activities for Enterprise Fraud Services (EFS).

We are seeking a skilled individual who can support the effective day-to-day operation of existing Fraud and Disputes platforms while also advancing future-focused initiatives and enhancements. The ideal candidate will be able to use data and business insights to inform priorities, execute against product roadmaps, and support the ongoing evolution of assigned platforms. This role requires the ability to influence internal and external stakeholders, lead strategic initiatives, and drive work toward agreed scope, timing, priorities, and business outcomes. The successful candidate should also understand the people impact associated with change and be able to effectively partner with stakeholders and dedicated change management resources to support successful implementation and adoption.

Job Description

• Works as part of a team of Agile Product Owners, aligned to critical processes and functions within EFS.
• Represents EFS within all technology-related initiatives supporting EFS Applications.
• Serves as a trusted advisor by developing and maintaining strong relationships with internal and external stakeholders.
• Translates business strategy, operational needs, risk considerations, and stakeholder priorities into clear technology requirements and product priorities.
• Develops, documents, validates, and maintains business requirements, user stories, acceptance criteria, process flows, and supporting documentation necessary for technology delivery.
• Ensures delivered solutions align with approved business requirements, intended outcomes, operational needs, and control expectations.
• Provides the business and Product Owner perspective needed to support technology design, sequencing, prioritization, and delivery decisions.
• Makes or facilitates timely prioritization decisions within established governance and escalation frameworks.
• Maintains end-to-end ownership and working knowledge of assigned Fraud and Disputes platforms, including business processes, configurations, integrations, upstream and downstream dependencies, production issues, enhancements, and planned changes.
• Partners with Technology, Operations, vendors, and other stakeholders to triage business-critical operational and technology issues, assess root cause and business impact, determine appropriate prioritization, and drive issues through resolution.
• Identifies, recommends, and leads strategic improvements designed to generate measurable enterprise benefits, including increased revenue, expense reduction, fraud-loss reduction, improved client and teammate experiences, operational efficiency, risk reduction, and improved control effectiveness.

• Works independently and demonstrates the expertise and accountability needed to own and drive assigned initiatives.
• Manages the inventory of pending and active fraud and disputes technology intakes impacting EFS, including backlog management and prioritization.
• Analyzes reporting and interprets findings from data mining and analytical processes to develop and communicate actionable insights and recommendations to senior leadership.
• Demonstrates and maintains knowledge of industry trends and practices across Fraud and Disputes Risk Management, Compliance, and Fraud and Disputes Operations.
• Partners with Risk, Compliance, Legal, Operations, and Technology, as appropriate, to ensure regulatory, risk, control, and operational requirements are understood and incorporated into product and technology delivery.
• Applies project management disciplines to plan, coordinate, and drive delivery of application changes, upgrades, workflow changes, process improvements, and other assigned initiatives.
• Partners, communicates, and negotiates with stakeholder groups and applies appropriate project delivery disciplines to ensure application changes, upgrades, workflow changes, process improvements, enhancements, and other assigned initiatives are effectively prioritized, planned, coordinated, tracked, and driven through completion.
• Participates in projects, cross-functional efforts, and special initiatives and performs other duties as assigned.

Required Skills and Experience

Demonstrated experience supporting Fraud and/or Disputes platforms, applications, and integrations

.Demonstrated ability to perform effectively in both Product Owner and project delivery capacities, managing multiple concurrent priorities and initiatives.

Strong business analysis and impact assessment skills, including business requirements development, process mapping, gap analysis, change readiness assessment, and stakeholder identification.

Experience in analyzing complex data, workflows, and system behavior to identify issues and opportunities for enhancements.

Demonstrated ability to identify potential business, process, system, client, and teammate impacts resulting from assigned initiatives and partner with dedicated change management resources to ensure impacts are appropriately assessed, planned for, communicated, and addressed.

Hands-on experience supporting QV/UAT testing, test reviews, defect tracking, and release readiness activities.

Ability to understand business strategy, workflows, system dependencies, upstream and downstream impacts, and related initiatives across EFS.

Proven track record of effectively partnering with technology teams and external vendors.

Ability to synthesize input from multiple sources, exercise sound judgment, make informed decisions, and effectively prioritize across concurrent projects, initiatives, and teams.

Preferred Qualifications

Background in fraud operations, fraud strategy, disputes, or financial crimes risk.

Experience with Agile and/or hybrid delivery methodologies.

Familiarity with project delivery approaches, project lifecycles, and collaboration, planning, and work-management tools such as SharePoint, Jira, Miro, EPPIC, and Monday.com.

Familiarity with detection, case, and claims management configurations, rules engines, alerts, workflows, and reporting.

Experience leveraging SQL, SAS, or similar tools to gather and analyze data.

Experience with large-scale organizational change efforts.

Experience supporting fraud-focused, regulatory-driven, technology-related initiatives.

Soft Skills and Traits (Critical for Success)Strong sense of ownership and accountability, with the ability to operate independently while remaining highly collaborative and solutions-oriented across teams.

Exceptional organizational and prioritization skills in a fast-paced, change-heavy environment.

Confident communicator who can simplify complex concepts for diverse audiences.

Ability to effectively balance tactical platform and production support with strategic Product Owner and project delivery responsibilities.

Demonstrated commitment to staying current on industry trends and leading practices across fraud operations, technology, risk, and compliance.

Highly collaborative and solutions-oriented, with the ability to partner effectively across teams while maintaining accountability for assigned platforms and initiatives

Ability to maintain accountability for assigned platforms and initiatives while navigating shared ownership, competing priorities, and cross-functional dependencies.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

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.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.