Fraud Operations Manager Jobs in Toronto, ON (NOW HIRING)

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 Senior Director, Fraud Analytics & Decisioning, the Senior Manager, Fraud Strategy will lead the design, execution, and continuous improvement of the Bank’s fraud operations program. This role is accountable for protecting customers and the Bank by developing effective fraud prevention and detection strategies, optimizing operational controls, and ensuring emerging fraud risks are identified and addressed quickly.

The ideal candidate is a hands-on fraud leader with deep credit card fraud expertise, strong analytical capability, and a proven ability to balance fraud mitigation with a seamless customer experience. This individual will oversee internal fraud operational controls and collaborate with fraud operations lead to align and update policy and procedures as required, lead fraud investigations and act as a trusted subject matter expert on fraud-related initiatives across the Bank.

This is a highly visible role that requires strong executive communication, cross-functional collaboration, operational discipline, and a continuous improvement mindset.

What You’ll Do:

• Lead the Bank’s fraud prevention, detection, investigations, and controls
• Develop, implement, monitor, and continuously improve fraud prevention and detection strategies, rules, processes, and controls across traditional and digital channels.
• Use data, analytics, fraud trends, and operational insights to identify emerging risks and recommend proactive mitigation strategies.
• Balance fraud loss mitigation with customer experience, ensuring controls are effective while minimizing unnecessary customer friction.
• Develop and maintain fraud procedures, standards, controls in alignment with the Bank’s Fraud Risk Management Policy.
• Design and monitor daily, weekly, monthly, and executive-level fraud reporting, including KPIs, KRIs, fraud losses, emerging trends, control effectiveness, and performance against budget or forecast.
• Oversee fraud case investigations and support appropriate escalation to law enforcement, industry partners, or internal stakeholders as required.
• Act as the Bank’s fraud subject matter expert on new products, technology enhancements, platform changes, customer journeys, process redesign, and strategic initiatives.
• Partner cross-functionally with teams such as AML, Compliance, Legal, Risk, Operations, Technology, Product, Marketing, Project Delivery, and external vendors.
• Maintain a strong fraud risk control environment by ensuring policies, procedures, governance, and monitoring practices remain current and effective.
• 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.
• Mentor, coach, and develop fraud team members while fostering a collaborative, accountable, and continuous-improvement culture.

What You’ll Bring:

• Significant experience in fraud strategy, fraud risk, or fraud prevention, ideally within credit cards, banking, payments, or financial services.
• Strong knowledge of credit card fraud trends, including first-party fraud, third-party fraud, account takeover, card-not-present fraud, digital fraud, payment fraud, and emerging fraud typologies.
• Experience developing and managing fraud detection rules, strategies, controls, procedures, and monitoring programs.
• Proven ability to reduce fraud losses, improve detection rates, strengthen controls, and support audit or governance requirements.
• Experience leading fraud analysts, investigators, prevention agents, or similar resources.
• Strong analytical capability, with experience using fraud data, reporting tools, and trend analysis to identify risk and drive business decisions.
• Experience building fraud reports, dashboards, KPIs, KRIs, executive summaries, and control reporting including monthly risk reporting and annual board reviews.
• Working knowledge of fraud systems, credit card platforms, and analytics tools such as TSYS, FISERV, CardGuard, ADS, SQL, SAS, Power BI, or similar platforms.
• Strong understanding of fraud operations processes, queue management, customer contact strategies, investigations, chargebacks, and fraud recovery practices.
• Demonstrated experience supporting technology enhancements, system implementations, platform migrations, process redesign, or new product launches from a fraud risk perspective.
• Strong communication and presentation skills, with the ability to influence and advise senior leaders, executives, vendors, and cross-functional stakeholders.
• Ability to manage multiple complex priorities in a fast-paced, changing environment with limited oversight.
• Strong process improvement mindset with a natural ability to challenge existing practices, identify gaps, and implement practical solutions.
• Curious, proactive, innovative, and detail-oriented, with strong problem-solving skills and sound judgment.
• University degree, college diploma, or equivalent combination of education and relevant experience.
• Experience working within a federally regulated financial institution or credit card issuing environment.
• Familiarity with Canadian banking fraud associations, industry fraud forums, law enforcement collaboration, or payment card investigation networks.

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.