Sr Mgr, Fraud Operations
On-siteToronto, Ontario, Canada
Job Summary
Sr Mgr, Fraud Operations at Rogers Bank leads the fraud department, designing and validating monitoring strategies and rules to balance fraud mitigation with a frictionless customer experience. Oversees internal and outsourced call-center operations, develops fraud procedures and training materials, mentors a small team, collaborates with AML and technology units, and engages with industry associations. Responsible for fraud forecasting models, budgeting, KPIs/KRIs reporting to senior management, and acting as a subject-matter expert during new initiatives. Requires strong analytical, problem-solving, and communication skills, plus knowledge of fraud prevention tools and analytics platforms.
Required Qualifications
- University under-graduate degree or college diploma or equivalent experience
- A minimum of 5 years industry experience in credit card related fraud
- Must be comfortable and effective in communicating and presenting at all levels including executives
- Experience in interacting with cross-functional business areas within the Bank and with third-party service providers
- Ability to be innovative and drive efficiencies, controls, and governance
- Ability to adapt and reprioritize in a fast-paced environment and work on multiple complex initiatives
- Detailed knowledge of SQL and/or SAS analytics tools; familiarity with CardGuard and ADS fraud systems
- Working knowledge of TSYS TS2 and analytics and reporting software tools would be preferred
Desired Qualifications
- University undergraduate degree or college diploma or equivalent experience
- 5+ years of industry experience in credit card related fraud
- Strong communication and presentation skills with executives
- Experience cross-functionally with marketing, operations, legal, compliance, risk, and multiple third-party service providers
- Ability to innovate and drive efficiencies, controls, and governance
- Analytical mindset with problem-solving skills
- Knowledge of SQL and/or SAS analytics tools
- Familiarity with fraud prevention tools and platforms
- Experience with risk management in financial services
- Ability to adapt and reprioritize in a fast-paced environment
- Travel up to 25% (as indicated in posting)
- Experience engaging with industry associations or regulatory bodies (e.g., CAMLO, CFII) would be beneficial
- Mentorship and team leadership experience
- Experience with fraud forecasting models and budgeting
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