Senior Manager, Fraud Operations – Banking

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee a team of around 60 professionals in the areas of Cash & Banking, Investments & Crypto, and Identity & Onboarding fraud operations.

• Manage and expand several operational teams.

• Head a client-facing investigations team that communicates with clients via email and phone from the initial contact to resolution.

• Take ownership of capacity modeling, SLA management, backlog reduction, and ensuring accuracy in case resolution.

• Leverage banking payment-rail knowledge to address complex transaction and account-level fraud issues.

• Collaborate with Product, Engineering, and Analytics teams to establish preventative fraud measures.

• Enhance workflows by utilizing automation, AI tools, and insights derived from data.

• Aim to decrease handling times and boost throughput while maintaining quality standards.

• Mentor and cultivate the skills of managers and team leads.

• Implement QA frameworks and foster a culture of high trust and continuous improvement.

⛳️ Requirements

• A minimum of 7 years of experience in leading fraud operations and investigations within financial services or technology sectors.

• Specialized knowledge in banking fraud mechanisms and payment systems, including EFT, Real-Time Rail/RTR, wire/bank transfer fraud, and beyond traditional card disputes.

• At least 5 years of experience managing and scaling multi-tiered operational teams, including both managers and team leads.

• A proven history of managing high-volume investigation queues, leveraging SLA metrics, capacity planning, and ensuring the quality of frontline investigations.

• Demonstrated success in taking over high-volume queues and reducing time to resolution and handling time.

• Capability to balance fraud loss prevention with minimizing customer friction.

• Expertise in utilizing large datasets to detect fraud trends, streamline queue workflows, and monitor KPIs/KRIs.

• Advanced proficiency in Excel/Sheets is essential.

• Familiarity with SQL and Grafana is preferred.

• Prior experience in a rapidly growing fintech, challenger bank, modern credit union, or technology-first financial platform is desirable.

• Expert knowledge of FINTRAC regulations and Canadian banking risk standards is preferred.

• Exposure to cryptocurrency fraud types and on-chain tracing tools is advantageous.

• Bilingual proficiency in French and English is preferred.

• Must be legally authorized to work in Canada.

🏝️ Benefits

• Comprehensive health benefits and life insurance coverage.

• Long-term group savings plan with employer matching through Wealthsimple for Business.

• 20 vacation days each year.

• 4 wellness days annually.

• Unlimited sick leave and mental health days each year.

• Opportunity to work outside Canada for up to 90 days annually.

• Access to employee resource groups, such as Rainbow (2SLGBTQ), Women of WS, and Black at WS.

• Equity compensation offered to permanent employees.

• Flexible or remote work arrangements available within Canada.