Senior Manager, Technical Account Management

1 week ago

Toronto, Ontario, Canada Scotiabank Full time

In the role of Senior Manager, Problem Management and Initiatives, you lead, build, and maintain all facets of problem management and initiative management supporting Scotiabank's Fraud Threat Management function.

You apply your curiosity and passion for finding solutions to problem management to prevent recurrences of threat events. You lead a team working cross-functionally with key internal partners on related initiative management.

Your team maintains a methodology and systematic solutions for problem management of critical fraud incidents across all banking channels for six diversified markets of Canada, the United States, and the Pacific Alliance – Mexico, Peru, Chile, and Colombia.

Build and manage the Fraud Problem Management Framework and associated processes. Manage approach for advancing Fraud Threat Management initiatives including defining requirements, knowledge management, and change management.

Accountable to ensure the master inventory of open fraud 'problems' is effectively maintained, prompting appropriate visibility, and escalating where appropriate to ensure resolution of high-risk items and those open for an extended period.

Accountable for appropriate second line-of-defence and issues management groups for tracking and remediation with control owner(s). Acts as cyber-fraud SME liaison to ensure appropriate resolution.
Acts as cyber-fraud SME liaison to ensure appropriate resolution.
remediated, risk accepted, unresponsive), which may include closure within inventory, change in open prioritization, or escalation. Leads the creative process for identifying potential solutions, assessing the impacts, and the evaluation of alternative problem resolution.

Lead program and strategic initiatives supporting the Fraud Threat Management function including communications and presentations to promote visibility within regards to performance and delivery.

Lead the development and maintenance of Fraud Threat Management process documentation and supporting knowledge management practices.

Create and manage a knowledge base that includes known attack types, fraud threat models, common cyber-fraud threat-actor tactics techniques and procedures (TTPs), and detection methods to help accelerate problem and root cause analysis.

Members of the Incident Management team will act as SMEs contributing content to this repository.
Develop requirements for measurement and performance reporting for Problem Management and Initiative functions within the team. Accountable for effective oversight, management, and escalation where required.

Represent as the business owner for vendors supporting the cyber-fraud team (includes initial requirements phase, contract negotiations, contract renewals, performance management and assessments).

Primary contact point in the cyber-fraud team for risk management, governance, compliance and other second line functions as well as audit.

Support the cyber-fraud team roadmap that ensures the team is equipped with the expertise, procedures, data, technology, and relationships they need to be successful in preventing, early detection, and response to account-level attacks.

Support an effective cross-functional approach, operating framework, and governance structure for triaging events, managing incidents, prevention and problem management that can be applied to all global operations.

Create conditions that encourage the identification and escalation of systemic issues, reoccurring problems, and identified threats/vulnerabilities to the appropriate business, risk, and control owners.

Ensure these are captured within our problem management processes and post-incident reviews.
5+ years working in a leadership capacity within problem management, program management, fraud, cyber-fraud or security incident management.
~ Demonstrated in-depth knowledge of problem management, related processes, and methodologies.
~ Experience in project management, program and change management best practices.
~ Degree in relevant field is an asset.
~ Bilingual in Spanish is an asset.

Lead strategic projects with a significant impact on business line growth.
Inclusive workplace that values diversity of thought, background, and experience

Guided by our purpose:
"for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know.

If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role.

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