Senior Manager, Scam Disruption

Scotiabank•Toronto, ON

4d•Onsite

About The Position

The Senior Manager, Scam Disruption, leads and oversees Scam Disruption operations, ensuring strategies and initiatives are executed in compliance with governing regulations, internal policies, and procedures. This role focuses on real-time engagement with customers who may be under the influence of scam tactics, leveraging behavioral cues and scam psychology to interrupt the fraud cycle. Ensures operational efficiency, quality, and effectiveness while mitigating losses, protecting customers, and minimizing reputational risk.

Requirements

Completion of post-secondary education, with a minimum of 10 years of experience in management and in the financial services industry, including credit card operations, fraud operations and account management operations
Expert judgement/organizational, problem solving, conflict resolution/management, mediation, and negotiation skills
Team focus – working effectively with others to achieve common objectives
Excellent communication skills (written and verbal) to communicate effectively with internal and external customers as well as other business partners
Team leadership – ability to set and champion a clear future direction and demonstrate actions expected in others including a high standard of performance
Coaching – proficiency in providing guidance, support and feedback to others to improve performance. Clarifying job functions and responsibilities. Fostering on an individual basis, the learning and development of others.
Expert knowledge of the Bank’s regulations, policies, procedures, and operations
Thorough knowledge of the related regulatory requirements including AML, KYC, Privacy legislation and all other issues pertaining to regulatory compliance
Sound knowledge of the Bank’s products, services and operating systems
Through mentoring and coaching skills

Responsibilities

Manages a team that focuses on real-time engagement with customers who may be under the influence of scam tactics, using behavioral cues and scam psychology to interrupt the fraud cycle.
Champion a customer-focused culture within the team to protect clients from scams and strengthen trust in the Bank
Provide Scam Disruption delivery, leadership and execution expertise, working with stakeholders across Scotiabank and key program vendors, as well as Scotia Risk/Operations areas where appropriate.
Understands Scotiabank’s risk assessments process up to and including supporting NIRA development and NIRA 2nd line fraud control function response.
Develop and lead the onboarding and work force management including the oversight of performance and its management.
Develop and implement operational delivery monitoring and processes to ensure alignment to Scotiabank program objectives and strategy including supporting Enterprise Fraud with fraud strategy development and performance oversight/monitoring.
Lead operational effectiveness and performance management including the oversight of operational change management and provides governance oversight to ensure execution of approved policies and procedures.
Develops relationships with functional business teams to ensure compliance with regulatory requirements; provides coaching and mentoring to foster a strong risk discipline environment.
Leverage and partner with Enterprise Fraud on strategy enhancements, metrics, key indicators and dashboard delivery.
Maintain thorough understanding of fraud operational delivery covering the key Fraud Operations areas of scope: inbound, detection, claims, investigations, recovery and Fraud project risk assessments
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison/values/business strategy; and managing succession and development planning for the team.