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Team Lead, Fraud Detection
2 hours ago
Requisition ID: 194500
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
**Purpose**
Leads and develops a team of Senior Fraud Detection Analysts in the Fraud Management Operations in Canada, ensuring business strategies, plans and initiatives are executed / delivered. Responsible to provide coaching, direct leadership, and guidance to the Senior Fraud Detection Analysts, as it relates to fraud mitigation; customer satisfaction; operational efficiency and efficacy; employee development; and support with processes, policy, and system functionality.
**Is this role right for you? In this role, you will**:
- Provide a best-in-class customer experience when dealing with business partners, customers, or team
members by resolving customer matters; authorizing exemptions in a manner that reflects Bank policies.
- Superior leadership and coaching to motivate and develop individual Fraud Detection Analyst
performance on the service team by:
- Engage in one-on-one coaching, group coaching or coaching as an ongoing observational activity by providing relevant feedback during observations, side by side coaching, and skill building to ensure continued improvement of knowledge, accuracy, efficiency, and quality.
- Reviewing Senior Fraud Detection Analysts customer interactions including live calls, recorded calls, reviewing decisions made, and actions taken to identify coaching and development opportunities, recommend appropriate changes to policies, processes and procedures that will assist in improving performance and efficiency of the unit.
- Conduct one-on-one coaching with Senior Fraud Detection Analysts to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency, and quality.
- Effectively manage direct and indirect reports of any performance and conduct concerns and working with HR and ER as required.
- Oversees the management of all fraud detection queues, ensuring queues are effectively monitored,
worked in a timely manner, and adjusts assignments to increase fraud loss avoidance and improve the
customer experience.
- Recommends appropriate changes to policies, processes and procedures to assist with maximizing
fraud loss avoidance, enhancing the customer experience, while improving productivity and efficiency of
the Fraud Detection team;
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities
and decisions.
- Serve as a backup to the Manager when he / she is absent and assume day-to-day operational activities
updating and monitoring department KPI reporting
**Dimensions**
- Number of employees / span of control: 7 - 12
- Canadian Banking lines supported: Retail, Small Business, Commercial and Wealth.
- Achieve/exceed daily/weekly KPIs for team
- Support the Bank’s annual Fraud Plan ($81MM F’19), and business objectives for the
department Countries / regions / business units supported: All of Canada
- Systems: CMS, CIS, MV, KS, AS400, TSYS, ScotiaGlobe, Image, Intralink, etc
**Do you have the skills that will enable you to succeed in this role? - We’d love to work with you if you have**:
- Completion of post-secondary education
- Strong communication skills in English (French would be considered an asset)
- 1-3 years of Fraud knowledge / industry experience
- Creates an environment in which his/her team pursues effective and efficient operations of his/her
respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business
controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management
Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the
Guidelines for Business Conduct.
- Customer service experience; demonstrated commitment to providing quality customer service
and problem resolution
**Working Conditions**
- This unit runs on a 24-hour operation.
- The location for this position is Don Mills & Eglinton, North York, ON.
- Work in a standard office-based environment; non-standard hours are a common occurrence;
- He/she is expected to work occasional overtime due to fraud trends and absences, as well as the occasional week-ends and statutory holidays as required to ensure the department has adequate coverage on a 24/7 hour basis.
- He/She may also be expected to provide on call support to department as required during nonbusiness hours work; in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically.
- High degree of flexibility required to adapt to wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment
**Note - This is a 15 Month Contract, Shift is Tuesday to Saturday 8:00am to 4:00pm**
Location(s): Canada : Ontario
