MEHRAN SHAH
Dubai,United Arab Emirates
Summary
Fraud Operations Lead with extensive experience in fraud investigation, transaction monitoring, and leading high-performing fraud teams within banking and fintech environments. Skilled in managing inbound and outbound transfer fraud alerts, overseeing complex fraud investigations, and driving effective fraud prevention strategies to reduce financial risk and customer impact. Experienced in coaching and developing Fraud Analysts and Investigators, improving investigation quality, and ensuring operational teams consistently meet risk, compliance, and service objectives. Strong background in fraud trend analysis, fraud rule optimization, chargebacks, fraud recalls, and collaboration with Fraud Strategy, Analytics, Risk, and Product teams to enhance detection capabilities. Proven ability to translate fraud insights into actionable improvements, strengthen operational controls, and deliver effective fraud management solutions in fast-paced financial services environments.
Overview
5
5
years of post-secondary education
4
4
years of professional experience
Work history
Team Lead Fraud Operations
Wio Bank
2025.11 - Current
- Lead and manage a team of 13 Fraud Analysts responsible for monitoring and investigating transfer and card fraud alerts, fostering a high-performance culture while ensuring consistent delivery against operational and service standards.
- Oversee real-time inbound and outbound transfer fraud alert queues, ensuring timely investigation of high-risk transactions, effective case prioritization, and compliance with service level agreements while minimizing fraud exposure.
- Direct the end-to-end fraud recall process for local and SWIFT transactions, working closely with correspondent banks and cross-functional stakeholders to maximize the recovery of fraudulent funds and mitigate financial losses.
- Provide oversight of the card fraud chargeback function, ensuring disputes, representments, and case resolutions are managed efficiently and in full compliance with Visa and Mastercard regulations.
- Partner with Fraud Strategy, Risk, Product, and Operations teams to identify emerging fraud trends, strengthen fraud controls, and drive enhancements to fraud detection and prevention processes.
- Develop, coach, and mentor Fraud Analysts through structured training, performance management, and regular feedback, building a skilled team with strong investigative and decision-making capabilities.
- Drive continuous improvement initiatives by reviewing operational processes, identifying control gaps, and implementing practical solutions that enhance efficiency, strengthen risk management, and improve customer outcomes.
- Provide regular feedback to the Fraud Rule Analytics team based on emerging fraud trends and investigation outcomes, contributing to the enhancement of fraud detection rules, reducing false positives, and improving overall alert quality.
Fraud Analyst
Wio Bank
Abu Dhabi, Abu Dhabi
2024.11 - 2025.11
- Monitored real-time transactions to identify and investigate potentially fraudulent activity using internal fraud detection systems and risk monitoring tools.
- Analyzed fraud trends, transaction patterns, and investigation outcomes to recommend new fraud detection rules and enhance existing controls.
- Worked closely with Analytics and Data Science teams to refine fraud detection models, improve rule effectiveness, and reduce false-positive alerts.
- Prepared and submitted Suspicious Transaction Reports (STRs) in compliance with local regulatory requirements and international anti-financial crime standards.
- Identified unusual customer behavior and transactional anomalies to detect emerging fraud risks and support early intervention.
- Collaborated with Customer Service, Legal, and other internal stakeholders to investigate fraud cases, resolve customer inquiries, and ensure timely case resolution.
Team Leader Fraud Operations
The Co-operative Bank
2023.10 - 2024.08
- Led a team of Fraud Investigators responsible for managing real-time and retrospective fraud investigations, ensuring timely case resolution and adherence to operational standards.
- Partnered with the Analytics team to optimize fraud detection rules and system tuning, strengthening controls for transfer fraud, including Account Takeover (ATO) and Authorized Push Payment (APP) fraud across multiple channels.
- Prepared and presented executive-level reports on fraud trends, operational performance, and key team metrics to support management decision-making.
- Coordinated team activities to identify, assess, and respond to fraud threats while ensuring compliance with internal policies, procedures, and regulatory requirements.
- Recruited, onboarded, and mentored new team members through structured training and side-by-side coaching, helping build a knowledgeable and high-performing team.
- Conducted Customer Due Diligence (CDD) reviews for high-value transactions exceeding £20,000, ensuring compliance with AML and regulatory requirements.
- Prepared and submitted Suspicious Activity Reports (SARs) to the MLRO for further review and investigation in accordance with internal procedures and regulatory obligations.
Customer Service Team Leader
The Co-operative Bank
2023.03 - 2023.10
- Led a customer support team focused on delivering timely, high-quality service across banking channels.
- Conduct monthly 1-2-1 meetings with all team members ensuring that feedback is delivered on their performance levels.
- Monitored customer contact, ensuring team members receive constructive feedback over areas of improvement.
- Completed audits and risk assessments to achieve regulatory compliance.
- Coordinated with fraud operations to flag emerging scam tactics and improve customer protection workflows.
- Implemented fraud awareness training and escalation protocols to help frontline staff identify and report suspicious activities.
Customer Service Specialist
The Co-operative Bank
2022.04 - 2023.03
- Managed high-volume customer queries simultaneously through effective multitasking.
- Flagged and escalated suspicious customer behavior and transaction patterns, contributing to fraud prevention efforts.
- Educated customers on secure banking practices and guided them through steps to report potential scams.
- Handled queries related to local and international money transfers, ensuring compliance with regulatory and security protocols.
- Assisted customers with card transaction issues-including failed payments, chargebacks, and disputed charges.
- Provided frontline support across banking services, resolving customer inquiries with precision and empathy.
Education
Bachelor of Science - BS - Accounting and Finance
Comsats University
Islamabad, Pakistan 2017.02 - 2021.01
Master of Science - International Business
University of Lincoln
Lincoln, United Kingdom 2021.01 - 2022.02
Skills
Fraud Operations Leadership Fraud Investigation Transaction Monitoring Transfer Fraud ATO & APP Fraud Real-Time Alert Management Fraud Risk Management Fraud Rule Optimization False Positive Reduction Fraud Strategy Chargeback Management Fraud Recalls Team Leadership Coaching & Training SARs & AML Compliance CDD Reviews Risk Controls Stakeholder Management Operational Improvement Banking & Fintech Operations
Accomplishments
- Fraud Save of £200,000
- Educated customers on Scams and Frauds
- Significant decrease in fraud losses
- Employee of the quarter
Languages
English
Urdu
Pashto
Website Portfolio And Profiles
https://linkedin.com/in/mehran-shah929b03132
Timeline
Team Lead Fraud Operations
Wio Bank
2025.11 - Current
Fraud Analyst
Wio Bank
2024.11 - 2025.11
Team Leader Fraud Operations
The Co-operative Bank
2023.10 - 2024.08
Customer Service Team Leader
The Co-operative Bank
2023.03 - 2023.10
Customer Service Specialist
The Co-operative Bank
2022.04 - 2023.03
Master of Science - International Business
University of Lincoln
2021.01 - 2022.02
Bachelor of Science - BS - Accounting and Finance
Comsats University
2017.02 - 2021.01