Senior Manager, Fraud Operations

OverviewWe are looking for a Senior Manager, Fraud Operations at Questrade Financial Group.Reporting to the Head of Operations, the Senior Manager, Fraud Operations is accountable for overseeing the institution’s outsourced fraud management program. The operational function, including transaction monitoring, case investigation, and customer outreach, is performed by a third-party vendor, while the Fraud Manager retains responsibility for strategic direction, first line governance, and regulatory compliance. This role ensures that the fraud program operates effectively, aligns with business objectives, and protects the organization’s customers, assets, and reputation.The successful candidate will collaborate with management, partners, vendors, and direct reports to ensure the Fraud program has the necessary controls, documentation (such as procedures and playbooks), training, case tracking and reporting, regulatory compliance, and stakeholder relationships. Additional duties may arise within the Fraud program to support the organization’s goals and protect customers and assets.Note: The organization emphasizes AI-enabled processes and a hybrid work environment, and is committed to an inclusive culture.What’s in it for you as an employee of QFG?Health & wellbeing resources and programsPaid vacation, personal, and sick days for work-life balanceCompetitive compensation and benefits packagesWork-life balance in a hybrid environment with at least 3 days in officeCareer growth and development opportunitiesOpportunities to contribute to community causesCollaborative, inclusive team cultureResponsibilitiesServe as the primary liaison with the outsourced fraud services providerDevelop and implement comprehensive fraud prevention strategies aligned with industry best practices and regulatory requirementsCollaborate with Risk Management in defining fraud risk appetite, strategy, and policiesAlign fraud management with enterprise risk management (ERM) and business objectivesDesign operational standards and ensure vendor adherenceLead and manage a team of managers, supervisors, investigators, and fraud officers, including guidance, incident management, training, and mentoringMonitor and analyze fraud trends, patterns, and emerging risks to proactively identify threatsMaintain relationships with internal stakeholders (Cyber, Customer Service, Operations, Risk Management, Compliance/AML, Legal, IT) to facilitate collaborationCollaborate with technology teams to enhance fraud detection systems using analytics and machine learning to improve detection accuracy and efficiencyConduct thorough investigations of suspected fraud, coordinating with law enforcement and external partners as neededCoordinate with Legal, Compliance, PR, and Customer Experience during major fraud incidentsImplement robust reporting mechanisms and metrics to measure effectiveness, communicating KPIs and KRIs to senior leadershipStay up to date with industry trends and regulatory changes, recommending improvements to maintain cutting-edge capabilitiesDevelop and maintain relationships with external fraud prevention organizations, industry forums, and regulatory bodiesEnsure compliance with applicable laws, regulations, and internal policies related to fraud prevention and reportingSupport product and service strategies with fraud prevention insightsBuild industry relationships with associations (e.g., CBA, Payments Canada, Interac, VISA, IAFCI, MasterCard)Act as a change agent to advocate for fraud prevention and awarenessDrive enhancements to fraud prevention capabilities with the vendorIdentify and escalate fraud risks beyond the Risk AppetiteContribute to various projects within the Fraud Management GroupParticipate in IT requirements and solution design discussionsQualificationsHold a Bachelor’s degree in finance, business administration, or a related field5–10 years of experience in fraud prevention, investigations, or related fields within financial services, in a managerial capacityStrong communication and interpersonal skills for liaising with stakeholders at all levelsExperience managing and developing high-performing teamsExcellent written communication, with the ability to prepare briefing notes, scoping documents, and project summariesExcellent presentation skills to engage and motivate diverse audiencesSelf-motivated, energetic, results-oriented, and value-drivenSolid understanding of Google SuiteStrong analytical skills with knowledge of banking and investment products; ability to interpret complex dataTime management and organizational skills to prioritize multiple initiatives and meet deadlinesUnderstanding of industry KPIs and KRIsStrong knowledge of fraud schemes and trends across financial products/servicesKnowledge of regulatory requirements related to fraud prevention and reporting (AML, KYC)Proficiency with fraud detection tools, data analytics, and risk management technologiesStrong problem-solving, decision-making, and attention to detailAdditional KudosKnowledge of fraud and privacy legislation in multiple provincesProfessional certifications related to fraud prevention/investigation (e.g., Certified Fraud Examiner)Interested? Click below to apply. Questrade Financial Group is committed to a diverse, inclusive, accessible work environment. If you require accommodation during the recruitment process, please let us know and we will work with you to meet your needs.Candidates selected for an interview will be contacted directly.Note: This description may include references to AI-driven applicant screening; final decisions are subject to human review. #J-18808-Ljbffr