Senior Manager, Fraud Operations (Banking)

📋 Description

• Direct and scale multiple operational teams across three dedicated pillars: Cash & Banking
• Lead a client-facing investigations function, owning the client relationship by email and phone
• Own operational performance metrics including capacity modeling, SLA management, backlog reduction
• Leverage deep domain knowledge of banking payment rails to mitigate complex transaction and
• Partner with Product, Engineering, and Analytics to deflect fraud upstream before manual
• Implement optimized workflows using automation, AI tools, and data-driven insights to reduce handle

🎯 Requirements

• 7+ years of experience leading fraud operations and investigations in financial services or tech
• 5+ years of experience directly managing and scaling multi-tiered operational teams (managing
• Proven track record of managing high-volume investigation queues, SLA levers, capacity planning
• Demonstrated track record of reducing time to resolution and handle time in high-volume queues.
• Highly adaptable leader who thrives in fast-paced environments and balances fraud loss mitigation
• Proficient in using large datasets to identify fraud trends, optimize queue workflows, and track

🎁 Benefits

• Top-tier health benefits and life insurance
• Long-term group savings with employer match through Wealthsimple for Business
• 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year
• 90 days away: work outside Canada for up to 90 days per year
• Employee resource groups including Rainbow (2SLGBTQ), Women of WS, and Black at WS