Manager, Fraud Operations (Questbank)

Questrade Financial Group•Toronto, ON

1d•Hybrid

About The Position

The Manager, Fraud Operations will oversee the daily operations, day-to-day performance, and structural components of the Fraud Operations Department, including but not limited to the functions outsourced to third party service providers as well as Supervisors, Senior Investigators, Investigators, Fraud Analysts, and in prevention, detection, analysis, mitigation, and recovery of fraud for Questbank. Reporting to the Senior Manager, Fraud Operations, this role will be crucial in supporting the successful execution of the bank's fraud mitigation strategy, ensuring the balance between loss reduction, regulatory compliance, and a positive client experience. The Manager, Fraud Operations will be responsible for leading a team to detect, manage, respond, and oversee alerts, cases of external fraud against Questbank and its clients, across the full suite of bank’s products. This role focuses on supporting the operational foundation of the Fraud team by assisting in the development and maintenance of key documentation (procedures, playbooks), managing accurate case tracking and reporting, and coordinating efforts with internal partners and external vendors. Attention to detail and ability to facilitate organizational readiness are essential to preserving the trust and confidence of all stakeholders in the bank's commitment to proactively securing the enterprise against fraud. Due to the nature of fraud incidents, the Manager, Fraud Operations may occasionally need to respond to urgent cases outside of regular work hours. Flexibility and a proactive approach to handling these situations are essential. The Manager, Fraud Operations may also be called upon to support other initiatives and tasks, as required.

Requirements

Strong analytical skills relating to a wide variety of banking and investment products and services, with the ability to interpret complex data and identify patterns and trends
Strong understanding of fraud schemes, techniques, and emerging trends across various financial products and services
Solid knowledge of regulatory requirements related to fraud prevention and reporting, such as Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations
Proficient in utilizing fraud detection tools, data analytics, and risk management technologies
Exceptional problem-solving and decision-making abilities, with a keen attention to detail
Strong time management and organizational skills with the ability to prioritize and manage multiple initiatives to meet deadlines while ensuring high quality of work
Strong leadership, planning, presentation, project management, and relationship building skills
Excellent written communication skills, with the ability to write procedures, scoping documents, and meeting summaries at the appropriate level of detail
Solid understanding of industry Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) and Risk Appetites
Bachelor's degree in Finance, Business Administration, Data Analytics, or a related field
3+ years of experience in fraud operations, financial crime investigation, or a highly analytical risk role within the financial services industry
Strong communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels, both internal and external to the organization
Self-motivated, energetic and results-oriented and committed to adding value to the organization
Proficient in Google Suite applications

Nice To Haves

Certified Fraud Examiner (CFE) or Certified Financial Crime Specialist (CFCS)
Experience leading a team
Knowledge of fraud and privacy legislation in multiple provinces

Responsibilities

Managing a high-performing team of Fraud Analysts, Fraud Investigators, Senior Fraud Analysts and Senior Fraud Investigators through promoting operational excellence within the department while balancing the need to conduct appropriate and through account and case reviews.
Responsibility for the daily performance of the Fraud Operations team to achieve KPIs and SLAs, including, but not limited to - Inbound Call Handling, Fraud Detection Alert performance, Fraud Claims case investigations, Fraud Losses and GL Reconciliation.
Preparing operational reporting for daily and weekly, along with MBR and QBR reporting.
Handling any client escalations and concerns related to their accounts, as needed.
Advising Senior Leadership of solutions, fraud issues, trends or gaps identified through fraud reviews and investigations.
Partnering with Internal and External stakeholders, as well as industry peers to stay up to date and current on Fraud trends and exploits through analysis of daily findings as well as industry insights and best practices.
Serving as a point of contact for internal teams for questions related to fraud losses and trends.
Drafting, updating, and organizing critical operational documentation, including fraud procedures, playbooks, process maps, and internal control narratives, ensuring alignment with approved strategies.
Assisting in the preparation of training and awareness materials for the Fraud team and business partners.
Collaborating and supporting Second Line of Defense (2LOD) requests through gathering and organizing documentation and evidence required for internal audits, compliance reviews, and regulatory submissions related to fraud controls.
Proposing and supporting change management and project related initiatives to enhance operational fraud monitoring.
Holding regular individual meetings with team members to assess, review, and discuss performance.
Ensuring team members have the required skills and support to perform to their highest level.
Acting as a mentor and coach to assigned team members to provide timely and ongoing feedback to ensure team members achieve their Development and Operational goals.