Senior Manager, Fraud Operations

OverviewQuestrade Financial Group (QFG) provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. QFG uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money. We are a collaborative team focused on innovation and shaping the future of fintech, including the ethical integration of AI to improve employee experience and customer outcomes.This position is based across multiple offices with a hybrid working environment. We value diversity, inclusion, and continuous growth, and encourage creativity and curiosity without limits.What’s in it for youHealth & wellbeing resources and programsPaid vacation, personal, and sick days for work-life balanceCompetitive compensation and benefits packagesHybrid work environment with at least 3 days in officeCareer growth and development opportunitiesOpportunities to contribute to community causesWork with a diverse, inclusive, collaborative teamRoleSenior Manager, Fraud Operations — Reporting to the Head of Operations. The Senior Manager oversees the institution’s outsourced fraud management program. Operational tasks such as transaction monitoring, case investigation, and customer outreach are performed by a third-party vendor, while the Fraud Manager retains responsibility for strategic direction, first-line governance, and regulatory compliance. This role ensures the fraud program aligns with business objectives and protects customers, assets, and reputation.Key emphasis is on governance, controls, documentation (procedures, playbooks), training, case tracking and reporting, regulatory requirements, and stakeholder relationships. Additional duties may be required within the Fraud program. This role contributes to maintaining customer trust and confidence in our fraud prevention efforts.Responsibilities include but are not limited to:Serve as the primary liaison with the outsourced fraud services providerDevelop and implement comprehensive fraud prevention strategies and policies aligned with industry best practices and regulatory requirementsCollaborate with Risk Management to define fraud risk appetite, strategy, and policiesAlign fraud management with enterprise risk management (ERM) and business objectivesDesign operational standards and ensure vendor compliance with those parametersLead and coach a team of Managers, Supervisors, Senior Investigators, Investigators, and Fraud OfficersMonitor and analyze fraud trends to proactively identify threatsMaintain relationships with internal stakeholders (Cyber, Customer Service, Operations, Risk Management, Compliance/AML, Legal, IT) and facilitate collaborationCollaborate with technology teams to enhance fraud detection systems and use analytics and machine learning to improve detection accuracyOversee investigations of suspected fraud, coordinating with law enforcement and external partners as necessaryCoordinate with Legal, Compliance, PR, and Customer Experience during major incidentsImplement reporting mechanisms and KPIs/KRIs to measure program effectivenessStay current with industry trends, regulatory changes, and fraud prevention technologies; drive improvementsBuild relationships with external fraud prevention organizations and regulatory bodiesEnsure compliance with applicable laws and internal policies; act as subject matter expert for product and service enhancementsDevelop industry relationships with associations such as CBA, Payments Canada, Interac, VISA, IAFCI, and MasterCardAdvocate for fraud awareness and drive enhancements in collaboration with the vendorIdentify and escalate fraud risks beyond the Risk AppetiteContribute to projects across the Fraud Management Group and participate in IT requirements discussionsQualifications — you are a fit if you have: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, with managerial responsibilityStrong communication and interpersonal skills with the ability to liaise with stakeholders at all levelsExperience managing and developing high-performing teams in a collaborative, inclusive environmentExcellent written communication skills for briefing notes, project documents, and meeting summariesExcellent presentation skills to engage and motivate diverse audiencesSelf-motivated, energetic, results-oriented, and value-add mindsetSolid understanding of Google SuiteStrong analytical skills across banking and investment products; ability to interpret data and identify patternsTime management and organizational skills to prioritize multiple initiatives and meet deadlinesKnowledge of industry KPIs and KRIsStrong understanding of fraud schemes and emerging trends across financial servicesKnowledge of AML/KYC regulatory requirementsProficiency with fraud detection tools, data analytics, and risk management technologiesExceptional problem-solving and decision-making abilitiesKnowledge of fraud and privacy legislation across multiple provincesProfessional certifications in fraud prevention/investigation (e.g., CFE)Application — Sounds like you? Click below to applyNote: This role may be hybrid with office locations; details provided during the interview process. For accommodations during the recruitment process, please let us know and we will work with you to meet your needs.Bank of Canada Building, 250 University Ave, Toronto, ON M5H 3E5, Canada; 5700 Yonge St, North York, ON M2N 5M9, Canada #J-18808-Ljbffr