Sr Mgr, Fraud Operations

Rogers Communications•Toronto, ON

2d•Onsite

About The Position

Rogers Bank is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. The Senior Manager of Fraud Operations is curious, ingenious, and absolutely determined to protect Rogers Bank Customers from fraud. They are accountable for the design and effectiveness of the Bank’s fraud program, and to minimize customer friction while mitigating fraud. The Bank’s fraud program includes development, implementation, and validation of fraud monitoring strategies and rules, and the reporting and analysis needed to assess and manage performance for both internal and external fraud. The role maintains operational oversight of both internal resources and third-party call centre service providers that work queues and interact with Customers. The oversite relates to both staffing requirements and consistency with operational procedures. The successful applicant for this role will also have the opportunity to mentor, and enjoy the support of a small, committed team as well as work collaboratively with other business units such as AML, Technology and project delivery to name a few. Acting as a driver of change, the role will relentlessly evaluate the performance of our strategies and rules to optimally balance fraud mitigation and a frictionless Customer experience and will passionately seek out new technological and analytical solutions to continuously improve.

Requirements

University under-graduate degree or college diploma or equivalent experience.
A minimum of 5 years industry experience in credit card related fraud, with a strong understanding of industry credit card fraud trends and industry associations.
Must be comfortable and effective in communicating and presenting at all levels including executives.
Experience in interacting with all cross-functional business areas within the Bank including marketing, operations, legal, compliance, risk, as well as multiple third-party service providers.
The role requires the ability to be innovative and challenge the current environment, identifying and implementing new ways of doing things to drive efficiencies, controls, and governance.
Ability to adapt and reprioritize in a fast-paced, changing work environment and work on multiple complex initiatives simultaneously with minimum oversight.
A natural affinity for process analysis and re-engineering.
Curious, ingenious with strong analytical and problem-solving skills.
Detailed knowledge of SQL and/or SAS analytics tools, CardGuard and ADS fraud systems.
Working knowledge of TSYS TS2 and analytics and reporting software tools preferred.

Responsibilities

Leading the Bank’s fraud department.
Conducting periodic reviews and proactive monitoring of business processes and operational activities of both internal Bank employees and outsourced service providers.
Maintaining, developing and implementing appropriate fraud procedures, standards and training materials in support of the Bank’s Fraud Risk Management Policy.
Managing, monitoring and continuous improvement of Bank’s fraud prevention and detection strategies. Balancing fraud mitigation practices and Customer friction.
Knowledge of fraud prevention tools and platforms with an understanding of standards and best practices for the credit card industry.
Responsible for fraud forecasting models, budgeting, and measure results to budget and forecast.
Oversee fraud case investigations, contacts with law enforcement, ensuring that emerging trends are addressed at the operational or strategic level.
Engaging with the Canadian Bankers Association as the Bank’s primary representative in identifying industry-wide trends and educating Rogers Bank Fraud Operations and the Bank’s CAMLO of BCPIF and CFII requirements.
Ensuring that the Fraud Operations team maintains a strong risk control environment.
Reporting fraud performance KPIs/KRIs and potential emerging risks to Senior Management.
Acting as Fraud SME during new initiatives ideation, development, and implementation.
Other duties as assigned.

Benefits

Competitive salary & annual bonus
Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
Paid time off for volunteering
Company matching contributions to charities you support
Self-driven career development programs (E.g. MyPath program)
Rogers First: priority in applying to internal roles of interest
Homewood employee & family assistance program
Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
Low or no-cost fitness membership with access to virtual classes
Work for an organization committed to environmental protection
Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women.