Head of Fraud Operations (Banking)

Accountabilities:

• • Lead and scale multiple fraud operations teams spanning Cash & Banking, Investments & Crypto, and Identity & Onboarding.

  • Oversee a client-facing investigations function, ensuring teams manage customer relationships directly from initial contact through final resolution.

  • Own operational performance across investigation queues, including capacity planning, service-level agreements, backlog management, productivity, and case-resolution accuracy.

  • Apply deep knowledge of banking payment rails, including EFTs, Real-Time Rail transactions, wires, and bank transfers, to identify and mitigate sophisticated fraud risks.

  • Partner closely with Product, Engineering, and Analytics teams to implement preventative controls and reduce fraud before cases reach manual investigation queues.

  • Optimize operational workflows through automation, AI-enabled tools, and data-driven analysis while maintaining investigation quality and customer outcomes.

  • Analyze queue performance and case-handling processes to identify opportunities to reduce resolution times, eliminate unnecessary work, and increase throughput.

  • Establish quality assurance frameworks, performance standards, and continuous-improvement practices across the organization.

  • Coach, mentor, and develop managers and team leads while building a high-trust, accountable, and collaborative operating culture.

  • Use operational data and fraud trends to inform strategic priorities, risk controls, staffing models, and workflow improvements.

  • Balance fraud-loss prevention with appropriate customer friction, ensuring safeguards are effective without unnecessarily disrupting legitimate customers.

  Requirements:

  • 7+ years of experience leading fraud operations and investigations within financial services, fintech, banking, or technology environments.

  • Deep expertise in banking fraud mechanics and payment rails, particularly EFT, Real-Time Rail, wire, and bank-transfer fraud rather than primarily card-dispute operations.

  • 5+ years of direct experience managing and scaling multi-level operational teams, including managers and team leads.

  • Demonstrated experience managing high-volume investigation queues, service-level metrics, capacity planning, operational backlogs, and frontline investigation quality.

  • Proven ability to take ownership of an existing high-volume operation and materially improve time to resolution, handle time, throughput, and workflow efficiency.

  • Strong understanding of case-level operational mechanics, including the ability to identify where investigation time is spent and determine which activities can be automated, simplified, or eliminated.

  • Strong analytical capabilities and experience using large datasets to identify fraud trends, optimize workflows, and monitor KPIs and KRIs.

  • Advanced Excel or Google Sheets skills are required; SQL and Grafana experience are preferred.

  • Strong cross-functional leadership skills, with the ability to influence Product, Engineering, Analytics, and other stakeholders.

  • Ability to operate effectively in fast-changing environments, manage ambiguity, and balance fraud-loss mitigation with customer experience.

  • Experience with automation, AI-enabled workflows, or technology-driven operational improvements is highly valuable.

  • Experience in a high-growth fintech, challenger bank, modern credit union, or technology-first financial platform is preferred.

  • Expert knowledge of FINTRAC requirements and Canadian banking risk standards is highly preferred.

  • Exposure to crypto fraud typologies and on-chain tracing tools is an advantage.

  • French and English bilingualism is an advantage.

  Benefits:

  • Base salary of CAD $155,000–$175,000, with potential consideration above the range for exceptional candidates.

  • Equity compensation for permanent employees.

  • Clear job levels and market-based salary bands designed to support consistent and competitive compensation.

  • Comprehensive health benefits and life insurance.

  • Long-term group savings program with employer matching.

  • 20 vacation days per year.

  • 4 wellness days per year.

  • Unlimited paid sick and mental health days, subject to role eligibility.

  • Flexibility to work outside Canada for up to 90 days per year, subject to program eligibility.

  • Employee resource groups and opportunities to connect with diverse communities across the organization.

  • Remote-friendly work environment with collaboration across North America.

  • Opportunity to work alongside experienced, curious, and technology-focused professionals.

  • Exposure to emerging technologies, AI-enabled tools, and innovative approaches to financial operations.

  • Inclusive and accessible workplace committed to supporting employees from diverse backgrounds.