Senior Manager, Fraud Operations

Overview We are looking for a Senior Manager, Fraud Operations at Questrade Financial Group . Reporting to the Head of Operations, the Senior Manager, Fraud Operations is accountable for overseeing the institution’s outsourced fraud management program. The operational function, including transaction monitoring, case investigation, and customer outreach, is performed by a third-party vendor, while 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 with management, partners, vendors, and direct reports to ensure the Fraud program has the necessary controls, documentation (such as procedures and playbooks), training, case tracking and reporting, regulatory compliance, and stakeholder relationships. Additional duties may arise within the Fraud program to support the organization’s goals and protect customers and assets. Note: The organization emphasizes AI-enabled processes and a hybrid work environment, and is committed to an inclusive culture. 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 Collaborative, inclusive team culture Responsibilities Serve as the primary liaison with the outsourced fraud services provider Develop and implement comprehensive fraud prevention strategies aligned with industry best practices and regulatory requirements Collaborate with Risk Management in defining fraud risk appetite, strategy, and policies Align fraud management with enterprise risk management (ERM) and business objectives Design operational standards and ensure vendor adherence Lead and manage a team of managers, supervisors, investigators, and fraud officers, including guidance, incident management, training, and mentoring Monitor and analyze fraud trends, patterns, and emerging risks to proactively identify threats Maintain relationships with internal stakeholders (Cyber, Customer Service, Operations, Risk Management, Compliance/AML, Legal, IT) to facilitate collaboration Collaborate with technology teams to enhance fraud detection systems using analytics and machine learning to improve detection accuracy and efficiency Conduct thorough investigations of suspected fraud, coordinating with law enforcement and external partners as needed Coordinate with Legal, Compliance, PR, and Customer Experience during major fraud incidents Implement robust reporting mechanisms and metrics to measure effectiveness, communicating KPIs and KRIs to senior leadership Stay up to date with industry trends and regulatory changes, recommending improvements to maintain cutting-edge capabilities Develop and maintain relationships with external fraud prevention organizations, industry forums, and regulatory bodies Ensure compliance with applicable laws, regulations, and internal policies related to fraud prevention and reporting Support product and service strategies with fraud prevention insights Build industry relationships with associations (e.g., CBA, Payments Canada, Interac, VISA, IAFCI, MasterCard) Act as a change agent to advocate for fraud prevention and awareness Drive enhancements to fraud prevention capabilities with the vendor Identify and escalate fraud risks beyond the Risk Appetite Contribute to various projects within the Fraud Management Group Participate in IT requirements and solution design discussions Qualifications Hold a Bachelor’s degree in finance, business administration, or a related field 5–10 years of experience in fraud prevention, investigations, or related fields within financial services, in a managerial capacity Strong communication and interpersonal skills for liaising with stakeholders at all levels Experience managing and developing high-performing teams Excellent written communication, with the ability to prepare briefing notes, scoping documents, and project summaries Excellent presentation skills to engage and motivate diverse audiences Self-motivated, energetic, results-oriented, and value-driven Solid understanding of Google Suite Strong analytical skills with knowledge of banking and investment products; ability to interpret complex data Time management and organizational skills to prioritize multiple initiatives and meet deadlines Understanding of industry KPIs and KRIs Strong knowledge of fraud schemes and trends across financial products/services Knowledge of regulatory requirements related to fraud prevention and reporting (AML, KYC) Proficiency with fraud detection tools, data analytics, and risk management technologies Strong problem-solving, decision-making, and attention to detail Additional Kudos Knowledge of fraud and privacy legislation in multiple provinces Professional certifications related to fraud prevention/investigation (e.g., Certified Fraud Examiner) Interested? Click below to apply. Questrade Financial Group is committed to a diverse, inclusive, accessible work environment. If you require accommodation during the recruitment process, please let us know and we will work with you to meet your needs. Candidates selected for an interview will be contacted directly. Note: This description may include references to AI-driven applicant screening; final decisions are subject to human review. #J-18808-Ljbffr