Manager, Fraud Operations

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

Manager, Fraud Operations (Rogers Bank)

As a key member of the Fraud Operations team the Manager of Fraud Operations is responsible for directing Rogers Bank’s call centre management operations to maximize efficiencies and reduce fraud loss exposure for both external and internal fraud so that the Bank operates within its risk appetite, while managing performance costs.

The incumbent proactively evaluates vendor program performance, with the goal of identifying and assisting in the delivery of process improvements to drive operational efficiencies, integrate new system capabilities, and enhance service delivery to Rogers Bank customers.

**Responsibilities**:

- Assists in the development and performance monitoring of front-line call centre fraud staff. Defines best practices as well as fraud mitigation processes to ensure a balanced approached between risk and reward.
- Manages a Senior Fraud Investigator, proactively identifies trends, draws meaningful conclusions, and delivers change recommendations to the head of Fraud and the Director, Technology & Operations at both a strategic and tactical level.
- Leverages knowledge of fraud delivery platforms, defines system specifications using industry best practices based on business needs to bring enhancements. Ensures solutions are operationally sound and can be well integrated into business processes.
- Conducts periodic reviews and proactive monitoring of business processes and operational activities of Bank employees and outsourced service providers. Assists in ensuring all third-party service providers are delivering fraud servicing related activities in accordance with predefined service levels and standard operating procedures. Manages performance and projects future business needs.
- Acts as a key contact for escalations and provides continuous education on best practices and new systems. Completes regular quality assurance evaluations.
- Develops and documents fraud policies and procedures, standard operating procedures, and training materials used by Bank employees and third-party service providers.
- Leverages industry tools to limit fraud losses, and assists in the development and performance monitoring of all fraud prevention and detection systems related to credit card transactions across the entire account life cycle including originations, authorizations, and account reissue.
- Assists with developing, analyzing, and distributing elements of fraud reporting, recommending updates to ensure necessary data is being delivered to drive change for reducing fraud risk.
- Develops ad hoc reporting to identify and address emerging threats. Produces performance reporting, provides updates and recommends improvements.
- Liaises with internal Bank business units, law enforcement, and vendors as necessary in order to mitigate internal and external fraud exposure and recommend performance enhancements.
- Participates in industry committees and supports ongoing police fraud investigations as required.
- Subject matter expertise may be required from time to time after hours (24/7/365 days) for production issue identification and resolution.
- Other duties as assigned.

Qualifications:

- University degree or college diploma with a minimum 3 years relevant work experience in financial services or credit card industry, with an understanding of industry credit card fraud tools and trends.
- Minimum 3 years experience with vendor management, and providing direction in high volume call centre and back office environment.
- Strong knowledge of TSYS TS2, and credit card based fraud systems is preferred.
- Demonstrated ability to onboard new systems, and enhance existing processes.
- Data preparation and analytics (including SQL, SAS and understanding of relational databases) desired.
- Experience with reviewing business scorecards, and performance dashboards.
- Charting, graphing, and data visualization.
- Prior experience working with PII when engaging with law enforcement and industry peers.
- Detail oriented, organized, and self-motivated.
- Ability to adapt and reprioritize in a fast-paced, changing work environment and work on multiple complex initiatives simultaneously.

**Schedule**: Full time

**Shift**: Day

**Length of Contract**: Not Applicable (Regular Position)

**Work Location**:1 Mount Pleasant (083), Toronto, ON

**Travel Requirements**: Up to 10%

**Posting Category/Function**:Banking & Operations

**Requisition ID**: 272603

**Together, we'll make more possible, and these six shared values guide and d