Fraud Operations Manager - Cards

Final date to receive applications:

10/22/2026

Address:

100 King Street West

Job Family Group:

Customer Shared Services

As the Fraud Operations Manager, Cards, you will lead a high-performing team responsible for protecting customers and the bank from card fraud-related losses. You will oversee fraud detection, investigation, authentication, and prevention activities while driving operational excellence, risk mitigation, and continuous improvement across card fraud operations. This role combines people leadership, strategic oversight, and deep fraud expertise, requiring the ability to analyze emerging fraud trends, influence business decisions, optimize operational performance, and partner with stakeholders across the enterprise to strengthen fraud controls and customer outcomes.

• Lead and develop a team of fraud professionals responsible for the detection, investigation, authentication, and resolution of card fraud cases across the customer lifecycle.
• Drive operational excellence by balancing fraud loss prevention, customer experience, productivity, and service-level commitments within a fast-paced 24/7 fraud environment.
• Oversee complex fraud investigations, ensuring threats are identified, assessed, escalated, and resolved in accordance with regulatory requirements, internal policies, and risk frameworks.
• Act as the primary fraud subject matter expert for card products, providing guidance on emerging fraud risks, investigative strategies, and loss mitigation opportunities.
• Analyze fraud trends, attack patterns, customer impacts, and operational data to deliver actionable insights and recommendations that strengthen fraud controls.
• Partner with senior leaders, risk management, technology, product, and operations teams to develop and implement strategies that enhance fraud detection and prevention capabilities.
• Lead the design, implementation, and continuous improvement of fraud processes, controls, and operational programs to improve efficiency, effectiveness, and customer outcomes.
• Build and maintain strong relationships with internal stakeholders, law enforcement agencies, card networks, and financial institutions to support investigations and intelligence sharing.
• Monitor key performance indicators, fraud losses, operational metrics, and investigation quality standards, taking action to address risks and improve team performance.
• Champion a culture of accountability, inclusion, and continuous learning by coaching, mentoring, and developing talent while building a strong leadership pipeline.
• Lead change initiatives and strategic projects, ensuring successful implementation of new tools, technologies, operating models, and fraud prevention solutions.
• Provide strategic leadership on card fraud risk by identifying emerging threats, influencing business priorities, and ensuring fraud operations remain aligned with the bank’s risk appetite, regulatory obligations, and growth objectives

• 5 + years of demonstrated leadership experience managing teams within a fraud operations, fraud risk, or financial crimes environment.
• Deep knowledge of debit and credit card fraud operations , including fraud investigations, fraud prevention, customer authentication, and fraud trend analysis.
• Proven ability to lead teams, make risk-based decisions, and drive operational performance in a fast-paced banking environment.
• Investigative or compliance related experience is required.
• Knowledge of banking products, services, processes, and organization is an asset.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills
  - In-depth.
• Collaboration & team skills
  - In-depth.
• Analytical and problem solving skills
  - In-depth.
• Infl…