Sr Mgr, Fraud Operations

Sr Mgr, Fraud Operations

Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada's leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash‑back benefits and financing options for Rogers purchases using cutting‑edge technology. Consider this opportunity to make a meaningful impact with Rogers Bank.

Who we are looking for:

Reporting to the Sr. Director Fraud Analytics & Decision, the Senior Manager of Fraud Operations is curious, ingenious, and absolutely determined to protect Rogers Bank customers from fraud. They are accountable for the design and effectiveness of the Bank’s fraud program and to minimize customer friction while mitigating fraud.

The Bank’s fraud program includes development, implementation, and validation of fraud monitoring strategies and rules, and the reporting and analysis needed to assess and manage performance for both internal and external fraud. The role maintains operational oversight of both internal resources and third‑party call centre service providers that work queues and interact with customers. Oversight relates to staffing requirements and consistency with operational procedures.

The successful applicant will also have the opportunity to mentor and enjoy the support of a small, committed team as well as work collaboratively with other business units such as AML, Technology and project delivery.

Acting as a driver of change, the role will relentlessly evaluate the performance of our strategies and rules to optimally balance fraud mitigation and a frictionless customer experience and will passionately seek out new technological and analytical solutions to continuously improve.

• Leading the Bank’s fraud department. Conducting periodic reviews and proactive monitoring of business processes and operational activities of internal employees and outsourced service providers.
• Maintaining, developing and implementing fraud procedures, standards and training materials in support of the Bank’s Fraud Risk Management Policy.
• Managing, monitoring and continuously improving fraud prevention and detection strategies to balance mitigation practices and customer friction.
• Knowledge of fraud prevention tools and platforms with an understanding of standards and best practices for the credit card industry.
• Responsible for fraud forecasting models, budgeting and measuring results to budget and forecast.
• Overseeing fraud case investigations, contacts with law enforcement, ensuring that emerging trends are addressed at the operational or strategic level.
• Engaging with the Canadian Bankers Association as the Bank’s primary representative in identifying industry‑wide trends and educating Rogers Bank Fraud Operations and the Bank’s CAMLO of BCPIF and CFII requirements.
• Ensuring that the Fraud Operations team maintains a strong risk control environment.
• Reporting fraud performance KPIs/KRIs and potential emerging risks to senior management.
• Acting as Fraud SME during new initiatives ideation, development, and implementation.
• Other duties as assigned.

• University undergraduate degree or college diploma or equivalent experience.
• A minimum of 5 years industry experience in credit card related fraud, with a strong understanding of industry credit card fraud trends and industry associations.
• Must be comfortable and effective in communicating and presenting at all levels including executives.
• Experience in interacting with all cross‑functional business areas within the Bank including marketing, operations, legal, compliance, risk, as well as multiple third‑party service providers.
• Ability to be innovative and challenge the current environment, identifying and implementing new ways of doing things to drive efficiencies, controls, and governance.
• Ability to adapt and reprioritize in a fast‑paced, changing work environment and work on multiple complex initiatives simultaneously with minimum oversight.
• Natural affinity for process analysis and re‑engineering.
• Curious, ingenious with strong analytical and problem‑solving…