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. Interested? Take the next step and 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. The oversite relates to both staffing requirements and consistency with operational procedures.  The successful applicant for this role 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 to name a few.

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.

What you'll do:

• Leading the Bank’s fraud department. Conducting periodic reviews and proactive monitoring of business processes and operational activities of both internal Bank employees and outsourced service providers.
• Maintaining, developing and implementing appropriate fraud procedures, standards and training materials in support of the Bank’s Fraud Risk Management Policy.
• Managing, monitoring and continuous improvement of Bank’s fraud prevention and detection strategies.  Balancing fraud 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 measure results to budget and forecast.
• Oversee 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.

What you'll have:

• University under-graduate 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.
• The role requires the 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.
• A natural affinity for process analysis and re-engineering.
• Curious, ingenious with strong analytical and problem-solving skills.
• Detailed knowledge of SQL and/or SAS analytics tools, CardGuard and ADS fraud systems.
• Working knowledge of TSYS TS2 and analytics and reporting software tools preferred.

What’s in it for you? 

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including: 

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  
  • Self-driven career development programs (E.g. MyPath program)
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  
  • Homewood employee & family assistance program
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low or no-cost fitness membership with access to virtual classes
• Our commitment to the environment and diversity:
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

If you are selected to move forward in the recruitment process, here is what you can expect: 

15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck! 

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To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: Up to 25%
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Banking & Credit Risk
Requisition ID: 338936

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.