Manager, Fraud Operations Effectiveness

2 weeks ago

Toronto, Canada Flexiti Financial Full time

**About Us**
Flexiti is one of Canada’s fastest growing fintech lenders. We aim to make our customers’ lives more affordable and help our retail partners grow their sales by offering flexible financing options. Through our award-winning omni-channel platform, customers can be approved instantly to shop with their FlexitiCard®, which they can use online or in-store to make multiple purchases, within their credit limit, without needing to reapply.

At Flexiti, we work hard, we love what we do, and we have some fun along the way If you are looking for an energizing and innovative work environment with great people and big ideas, we’d love to have you join us

**Manager, Fraud Operations Effectiveness**

Reporting to the Director of Fraud Operations, the Manager of Fraud Ops Effectiveness will lead a crucial component of our fraud management practices at Flexiti. Supporting a dynamic team of Fraud Detection Analysts and Fraud Investigators, the Manager will be accountable for defining and monitoring the key performance metrics of the day-to-day transaction monitoring and investigation operations, while identifying opportunities to maximize the effectiveness of end-to-end fraud mitigation processes. Additionally, this role partners closely with our enterprise partners in analytics, strategy, technology, and customer experience to ensure a seamless customer and merchant experience while protecting the Flexiti business.

**What you will be doing**:

- Take ownership of the demonstration of how Fraud Operations is performing against its key objectives in authentication, transaction monitoring, and client servicing capabilities by creating visibility and monitoring key performance metrics of the effectiveness of Fraud Operations.
- Have a data-driven and product owner approach to monitoring the inputs, processes, and outputs of the Fraud Operations team
- Establish baseline capability and continuous monitoring for productivity, quality, and loss avoidance by working closely with partners in Fraud Strategy and Reporting & Analytics
- Build and own a Fraud Quality Assurance program that generates insights on performance trends
- Identify opportunities to improve effectiveness and manage a pipeline of continuous improvement initiatives
- Contribute to building out future capabilities of the Fraud & AML teams
- Partner with Fraud Strategy and enterprise partners to implement fraud management tools.
- Collaborate with Operations teams to identify synergies and opportunities for process improvement

**Why you would love to work here**:

- You’ll be a part of an award-winning, fast-growing company
- Our innovative culture promotes on-going learning opportunities with training and mentorship
- Competitive compensation package commensurate to experience plus benefits
- Comprehensive drug/medical/dental insurance, we pay your premiums
- RRSP program with company match
- A new and vibrant office environment and remote working capability
- Extra-long weekends in the summer, paid volunteer day

**What you should have**:

- Experience with process analysis and continuous improvement within a risk management operation
- Experience with creating data collection plans and on-going monitoring of process performance in operations environment
- A strong track record of driving value and performance in a team or operation by delivering impactful initiatives through effective analysis, prioritization, and communication.
- Excellent interpersonal skills with the ability to build and leverage strong relationships to effectively collaborate across business units
- Willingness to challenge the status quo to continuously improve our operations, products, processes and technology
- Ability to work in a dynamic, fast-paced environment - adapting to an evolving environment with shifting priorities and the capacity to handle multiple competing demands
- Excellent communication skills to effectively present key operational updates, strategic priorities, and business insights across Flexiti
- 2+ years in a fraud strategy or operations environment
- Solid knowledge of the financial services industry and consumer credit products
- Experience in leveraging Lean-Six Sigma tools & concepts for improving quality, efficiency, and customer satisfaction.

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