Senior Manager, Fraud Operations

Overview Questrade Financial Group (QFG) provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. QFG uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money. We are a collaborative team focused on innovation and shaping the future of fintech, including the ethical integration of AI to improve employee experience and customer outcomes. This position is based across multiple offices with a hybrid working environment. We value diversity, inclusion, and continuous growth, and encourage creativity and curiosity without limits. What’s in it for you Health & wellbeing resources and programs Paid vacation, personal, and sick days for work-life balance Competitive compensation and benefits packages Hybrid work environment with at least 3 days in office Career growth and development opportunities Opportunities to contribute to community causes Work with a diverse, inclusive, collaborative team Role Senior Manager, Fraud Operations — Reporting to the Head of Operations. The Senior Manager oversees the institution’s outsourced fraud management program. Operational tasks such as transaction monitoring, case investigation, and customer outreach are performed by a third-party vendor, while the Fraud Manager retains responsibility for strategic direction, first-line governance, and regulatory compliance. This role ensures the fraud program aligns with business objectives and protects customers, assets, and reputation. Key emphasis is on governance, controls, documentation (procedures, playbooks), training, case tracking and reporting, regulatory requirements, and stakeholder relationships. Additional duties may be required within the Fraud program. This role contributes to maintaining customer trust and confidence in our fraud prevention efforts. Responsibilities include but are not limited to: Serve as the primary liaison with the outsourced fraud services provider Develop and implement comprehensive fraud prevention strategies and policies aligned with industry best practices and regulatory requirements Collaborate with Risk Management to define fraud risk appetite, strategy, and policies Align fraud management with enterprise risk management (ERM) and business objectives Design operational standards and ensure vendor compliance with those parameters Lead and coach a team of Managers, Supervisors, Senior Investigators, Investigators, and Fraud Officers Monitor and analyze fraud trends to proactively identify threats Maintain relationships with internal stakeholders (Cyber, Customer Service, Operations, Risk Management, Compliance/AML, Legal, IT) and facilitate collaboration Collaborate with technology teams to enhance fraud detection systems and use analytics and machine learning to improve detection accuracy Oversee investigations of suspected fraud, coordinating with law enforcement and external partners as necessary Coordinate with Legal, Compliance, PR, and Customer Experience during major incidents Implement reporting mechanisms and KPIs/KRIs to measure program effectiveness Stay current with industry trends, regulatory changes, and fraud prevention technologies; drive improvements Build relationships with external fraud prevention organizations and regulatory bodies Ensure compliance with applicable laws and internal policies; act as subject matter expert for product and service enhancements Develop industry relationships with associations such as CBA, Payments Canada, Interac, VISA, IAFCI, and MasterCard Advocate for fraud awareness and drive enhancements in collaboration with the vendor Identify and escalate fraud risks beyond the Risk Appetite Contribute to projects across the Fraud Management Group and participate in IT requirements discussions Qualifications — you are a fit if you have: 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, with managerial responsibility Strong communication and interpersonal skills with the ability to liaise with stakeholders at all levels Experience managing and developing high-performing teams in a collaborative, inclusive environment Excellent written communication skills for briefing notes, project documents, and meeting summaries Excellent presentation skills to engage and motivate diverse audiences Self-motivated, energetic, results-oriented, and value-add mindset Solid understanding of Google Suite Strong analytical skills across banking and investment products; ability to interpret data and identify patterns Time management and organizational skills to prioritize multiple initiatives and meet deadlines Knowledge of industry KPIs and KRIs Strong understanding of fraud schemes and emerging trends across financial services Knowledge of AML/KYC regulatory requirements Proficiency with fraud detection tools, data analytics, and risk management technologies Exceptional problem-solving and decision-making abilities Knowledge of fraud and privacy legislation across multiple provinces Professional certifications in fraud prevention/investigation (e.g., CFE) Application — Sounds like you? Click below to apply Note: This role may be hybrid with office locations; details provided during the interview process. For accommodations during the recruitment process, please let us know and we will work with you to meet your needs. Bank of Canada Building, 250 University Ave, Toronto, ON M5H 3E5, Canada; 5700 Yonge St, North York, ON M2N 5M9, Canada #J-18808-Ljbffr