Head of Fraud Operations (Banking)
New
J
JobgetherFinancial services
Based in CanadaFull-TimeExecutive
SalaryBase salary of CAD $155,000–$175,000, with potential consideration above the range for exceptional candidates. Equity compensation for permanent employees.
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Job Details
- Languages
- French and English bilingualism is an advantage.
- Experience
- 7+ years of experience leading fraud operations and investigations within financial services, fintech, banking, or technology environments; 5+ years of direct experience managing and scaling multi-level operational teams, including managers and team leads.
- Required Skills
- Cross-functional Team LeadershipMicrosoft ExcelGoogle Sheets
Requirements
- Have 7+ years of experience leading fraud operations and investigations in financial services, fintech, banking, or technology environments.
- Bring deep expertise in banking fraud mechanics and payment rails, particularly EFT, Real-Time Rail, wire, and bank-transfer fraud.
- Have 5+ years of direct experience managing and scaling multi-level operational teams, including managers and team leads.
- Demonstrate experience managing high-volume investigation queues, service-level metrics, capacity planning, operational backlogs, and frontline investigation quality.
- Have improved time to resolution, handle time, throughput, and workflow efficiency in an existing high-volume operation.
- Understand case-level operational mechanics and how investigation activities can be automated, simplified, or eliminated.
- Use large datasets to identify fraud trends, optimize workflows, and monitor KPIs and KRIs.
- Have advanced Excel or Google Sheets skills; SQL and Grafana experience are preferred.
- Demonstrate cross-functional leadership and the ability to influence Product, Engineering, Analytics, and other stakeholders.
- Be able to operate in fast-changing environments, manage ambiguity, and balance fraud-loss mitigation with customer experience.
- Experience with automation, AI-enabled workflows, or technology-driven operational improvements is highly valuable.
- Expert knowledge of FINTRAC requirements and Canadian banking risk standards is highly preferred.
- Exposure to crypto fraud typologies and on-chain tracing tools is an advantage.
Responsibilities
- Lead and scale fraud operations teams across Cash & Banking, Investments & Crypto, and Identity & Onboarding.
- Oversee client-facing investigations from initial customer contact through final resolution.
- Own investigation-queue performance, including capacity planning, service-level agreements, backlog management, productivity, and case-resolution accuracy.
- Apply knowledge of EFTs, Real-Time Rail transactions, wires, and bank transfers to identify and mitigate fraud risks.
- Partner with Product, Engineering, and Analytics to implement preventative controls.
- Optimize workflows using automation, AI-enabled tools, and data-driven analysis while maintaining investigation quality and customer outcomes.
- Analyze queue performance and case-handling processes to reduce resolution times, eliminate unnecessary work, and increase throughput.
- Establish quality assurance frameworks, performance standards, and continuous-improvement practices.
- Coach, mentor, and develop managers and team leads.
- Use operational data and fraud trends to inform priorities, risk controls, staffing models, and workflow improvements.
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