Manager, Fraud Operations

Manager, Fraud Operations

This leadership role oversees multiple specialized fraud operations teams, including functions focused on disputes and compliance. You will set the strategic direction for fraud operations while improving productivity, quality, customer outcomes, and operational efficiency. The role combines people leadership, risk management, data-driven decision-making, and large-scale operational transformation. You will develop managers and individual contributors while building a high-performance, psychologically safe, and inclusive culture. Working cross-functionally, you will identify systemic risks, resolve complex issues, and translate business priorities into scalable operational strategies. You will also drive modernization through automation, AI-enabled tools, and continuous improvement methodologies. This is an opportunity to shape a sophisticated fraud operations function within a fast-moving technology and financial services environment.

Accountabilities

• Lead, coach, and develop managers and individual contributors across multiple specialized fraud operations teams and pods, providing ongoing feedback, performance management, and career development.
• Establish performance expectations and drive results across productivity, quality, customer outcomes, service levels, and other operational metrics.
• Build a high-performing, engaged, psychologically safe team culture that supports accountability, inclusion, belonging, and professional growth.
• Partner with recruiting and other stakeholders to attract, onboard, develop, and retain high-quality talent.
• Define and execute an operational strategy and roadmap focused on improving team effectiveness, efficiency, quality, compliance, and scalability.
• Identify opportunities to simplify investigator workflows and implement transformational process improvements that increase operational leverage.
• Own service-level and productivity performance for assigned functions, using data-driven queue management and burn-down plans to maintain healthy operational capacity.
• Translate broader business priorities into clear team objectives and ensure transparent communication across teams and stakeholders.
• Identify systemic operational and risk issues beyond standard reporting, partnering cross-functionally to investigate root causes and implement sustainable solutions.
• Serve as a senior escalation point for complex merchant, customer, and internal stakeholder issues, establishing effective incident-resolution frameworks.
• Research and resolve risk events resulting from process breakdowns while strengthening controls and operational resilience.
• Lead AI-enabled and automation initiatives that improve investigator efficiency, knowledge management, and overall operational performance.

Requirements

• 6+ years of direct experience in disputes, fraud risk prevention, and fraud detection within fintech or technology environments.
• 5+ years of experience in fraud management or related people-management roles, including demonstrated success leading managers and/or senior individual contributors.
• Proven track record of establishing strategy and delivering large-scale operational transformation with measurable improvements in efficiency, quality, compliance, or customer experience.
• Strong strategic planning, risk management, prioritization, and operational decision-making skills, with the ability to balance immediate business needs with long-term capability building.
• Exceptional executive communication and stakeholder-influence skills, with the ability to align diverse teams around shared objectives.
• Demonstrated ability to lead organizations through significant change while remaining effective in ambiguous and rapidly evolving environments.
• Strong composure, resilience, and leadership presence, particularly when navigating obstacles, unexpected results, or high-pressure situations.
• Experience with AI-driven operational initiatives, including AI-enabled tools, agent-assist technologies, workflow automation, or knowledge-management solutions.
• Experience applying Lean Six Sigma, continuous improvement practices, or other data-driven methodologies to improve operational scalability.
• Strong analytical and problem-solving capabilities, with a practical understanding of fraud operations, disputes, risk controls, and operational performance management.
• Working knowledge of scripting or querying languages such as Python or SQL is a plus.
• Excellent people-development skills and a demonstrated ability to build accountable, collaborative, and high-performing teams.

Benefits

• Annual base salary range of CAD $101,000–$151,000.
• Equity rewards as part of the overall total compensation package.
• 100% subsidized medical coverage for employees and dependents.
• Dental and vision coverage for employees and dependents.
• Flexible spending wallets with stipends for technology, food, lifestyle needs, and family-forming expenses.
• Competitive vacation and holiday schedules to support rest and recharge.
• Employee Stock Purchase Plan (ESPP), enabling employees to purchase company shares at a discount.
• Remote-first working environment with the ability to work from most locations within Canada.
• Reasonable accommodations available throughout the hiring process for candidates who require individualized support.