Manager, Fraud Operations; Questbank

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting‑edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human‑centric collaboration with AI‑driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at 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

This job posting is for an existing vacancy.

The Manager, Fraud Operations will oversee the daily operations, day‑to‑day performance, and structural components of the Fraud Operations Department, including but not limited to the functions outsourced to third‑party service providers as well as Supervisors, Senior Investigators, Investigators, Fraud Analysts, and in prevention, detection, analysis, mitigation, and recovery of fraud for Questbank.

Reporting to the Senior Manager, Fraud Operations, this role will be crucial in supporting the successful execution of the bank's fraud mitigation strategy, ensuring the balance between loss reduction, regulatory compliance, and a positive client experience. The Manager, Fraud Operations will be responsible for leading a team to detect, manage, respond, and oversee alerts, cases of external fraud against Questbank and its clients, across the full suite of bank’s products.

This role focuses on supporting the operational foundation of the Fraud team by assisting in the development and maintenance of key documentation (procedures, playbooks), managing accurate case tracking and reporting, and coordinating efforts with internal partners and external vendors. Attention to detail and ability to facilitate organizational readiness are essential to preserving the trust and confidence of all stakeholders in the bank's commitment to proactively securing the enterprise against fraud.

Due to the nature of fraud incidents, the Manager, Fraud Operations may occasionally need to respond to urgent cases outside of regular work hours. Flexibility and a proactive approach to handling these situations are essential. The Manager, Fraud Operations may also be called upon to support other initiatives and tasks, as required.

• Managing a high‑performing team of Fraud Analysts, Fraud Investigators, Senior Fraud Analysts and Senior Fraud Investigators through promoting operational excellence within the department while balancing the need to conduct appropriate and through account and case reviews.
• Responsibility for the daily performance of the Fraud Operations team to achieve KPIs and SLAs, including, but not limited to: inbound call handling, fraud detection alert performance, fraud claims case investigations, fraud losses and GL reconciliation.
• Preparing operational reporting for daily and weekly, along with M  and Q  reporting.
• Handling any client escalations and concerns related to their accounts, as needed.

• Advising Senior Leadership of solutions, fraud issues, trends or gaps identified through fraud reviews and investigations.
• Partnering with internal and external stakeholders, as well as industry peers to stay up to…