Senior Manager, Fraud Operations

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What's in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We're looking for our next Senior Manager, Fraud Operations. Could it be you?
Reporting to the Head of Operations, the Senior Manager, Fraud Operations is accountable for overseeing the institution's outsourced fraud management program. While the operational function, including transaction monitoring, case investigation, and customer outreach, is performed by a third-party vendor, the Fraud Manager retains responsibility for strategic direction, first line governance, and regulatory compliance. This role ensures that the fraud program operates effectively, aligns with business objectives, and protects the organization's customers, assets, and reputation.

The successful candidate will collaborate closely with management, partners, vendors, and direct reports to ensure that the Fraud program and the enterprise have the necessary controls, documentation (such as procedures, playbooks), training, case tracking and reporting, case documentation, regulatory requirements, stakeholder relationships, etc. Other duties may be required within the Fraud program. This role contributes to the overall success of the organization by preserving the trust and confidence of customers, partners, and stakeholders in our commitment to combating fraud.

Need more details? Keep reading...
In this role, responsibilities include but are not limited to:

• Serving as the primary liaison with the outsourced fraud services provider.
• Developing and implementing comprehensive fraud prevention strategies and policies in alignment with industry best practices and regulatory requirements.
• Collaborating with Risk Management in the definition of the organization's fraud risk appetite, strategy, and policies.
• Aligning fraud management with enterprise risk management (ERM) and business objectives.
• Designing operational standards and ensuring that the vendor operates within those parameters.
• Leading and managing a team of Managers, Supervisor(s), Senior Investigator(s), Investigator(s), Fraud Officer(s), providing guidance, incident management, training, and mentoring to ensure optimal performance and professional development.
• Monitoring and analyzing fraud trends, patterns, and emerging risks to proactively identify potential threats and vulnerabilities within the QFG's operations.
• Establishing and maintaining effective relationships with internal stakeholders, such as Cyber, Customer Service, Operations, Risk Management, Compliance/AML, Legal, and IT, and facilitating collaboration and information sharing.
• Collaborating with technology teams to enhance fraud detection systems, tools, and processes, leveraging advanced analytics and machine learning techniques to improve detection accuracy and efficiency.
• Conducting thorough investigations of suspected fraud incidents, overseeing the coordination with law enforcement agencies, external partners, and other relevant parties as necessary.
• Leading coordination with Legal, Compliance, PR, and Customer Experience during major fraud incidents.
• Implementing robust reporting mechanisms and metrics to measure the effectiveness of fraud prevention programs and communicate key findings and recommendations to senior leadership with a keen focus on KPIs and KRIs.
• Staying up to date with industry trends, regulatory changes, and advancements in fraud prevention technologies, recommending and implementing improvements to ensure the organization's fraud prevention capabilities remain cutting-edge.
• Developing and maintaining strong working relationships with external fraud prevention organizations, industry forums, and regulatory bodies to stay informed about emerging threats and industry best practices.
• Ensuring compliance with all applicable laws, regulations, and internal policies pertaining to fraud prevention and reporting requirements .Serving as subject matter expert when assisting clients and internal teams by identifying, defining, and recommending modifications, enhancements, and/or new strategies necessary for continuing the success of products/services.
• Building industry relationships with key associations including but not limited to CBA, Payments Canada, Interac, VISA, IAFCI, and MasterCard.
• Acting as a change agent with the business to advocate for fraud prevention and fostering / maintaining appropriate fraud awareness.
• Driving enhancements to fraud prevention capabilities in collaboration with the vendor.
• Identifying and escalating fraud risks that are or will become in excess of the Risk Appetite.
• Contributing to and supporting a variety of projects and initiatives across the Fraud Management Group.
• Participating in discussions with IT partners and vendors on requirements and solution design.

So are YOU our next Senior Manager, Fraud Operations? You are if you…

• Hold a Bachelor's degree in finance, business administration, or a related field
• Have 5-10 years of experience in fraud prevention, investigations, or related fields within the financial services industry, in a managerial capacity
• Demonstrate strong communication and interpersonal skills, with an ability to effectively liaise with stakeholders at all levels, both internal and external to the organization
• Are experienced in managing and developing high-performing teams, fostering a collaborative and inclusive work environment
• Demonstrate excellent written communication skills, with an ability to write briefing notes, program and project scoping documents, project and meeting summaries at the appropriate level of detail
• Possess excellent presentation skills, with an ability to engage, motivate and inspire different audiences
• Are self-motivated, energetic, results-oriented and committed to adding value to the organization
• Have a solid understanding of Google suite
• Have strong analytical skills relating to a wide variety of banking, investment products and services, with an ability to interpret complex data and identify patterns and trends
• Have time management and organizational skills with an ability to prioritize and manage multiple initiatives to meet deadlines while ensuring high quality of work
• Understand the industry Key Performance Indicators and Key Risk Indicators
• Have a strong understanding of fraud schemes, techniques, and emerging trends across various financial products and services
• Have a solid knowledge of regulatory requirements related to fraud prevention and reporting, such as Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations
• Are proficient in utilizing fraud detection tools, data analytics, and risk management technologies
• Have exceptional problem-solving and decision-making abilities, with a keen eye for detail

Additional Kudos If You…

• Are knowledgeable in fraud and privacy legislation in multiple provinces
• Hold professional certifications related to fraud prevention and investigation, such as Certified Fraud Examiner (CFE)

Sounds like you? Click below to apply
At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.