Bilingual (French) Team Lead, Fraud Detection

Requisition ID: 166641

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Position: Bilingual Team Lead, Fraud Detection, Fraud Management Operations**

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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.
Accountabilities
- Leads and drives a customer and performance focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge of fraud detection and prevention
- 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 and guidelines; and understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of fraud prevention practices, policies and procedures.
- Superior leadership and coaching to motivate and develop individual Fraud Detection Analyst performance on the service team by:
b. 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

c. 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.

d. 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.

e. 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.
- Recognizing and escalating fraudulent activities or any unusual occurrences evidenced through customer interaction and/or payment verification directly to the Manager or Director, Fraud Detection;
- Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business

strategy and managing succession and development planning for the team
- Facilitate and share knowledge with the Learning & Development to ensure training programs for new hires

and tenured employees are enhancing the skills and knowledge of the team
- 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

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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
- Field complex fraud calls/files and act as point of escalation
- Authorize customer transactions up to $5000 to exempt from fraud rules
- 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
- Average Number of Fraud Alerts each month is 80,000
- Average Number of Outbound Calls each month: 30,000

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Education / Experience / Other Information_**
- Completion of post-secondary education, with a minimum of 1-3 years of experience in management and fraud operations in the financial services industry or experience in detection analytics is an asset.
- 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