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.