Title:  Manager, Fraud Quality Assurance

Requisition ID: 254509  


We are committed to investing in our employees and helping you continue your career at ScotiaGBS
 

Purpose

Contributes to the overall success of the Department ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Reporting to the Senior Manager, Fraud Governance & Internal control, this role leads the Fraud QA team in GBS Bogota and is accountable for ensuring established KPI and service levels are met, activities are executed as scheduled, providing coaching and managing performance of direct reports.

Accountabilities 

•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•    Provides direction and support to the Quality Assurance team to ensure the team meets all business requirements that are aligned with agreed to service level agreements and that the team contributes to achieving optimal fraud outcomes by ensuring all policies, procedures, authority limits are followed and that Advisors are providing a positive customer experience.

•    Ensures case quality assurance standards are maintained up to date in keeping with established and evolving standards, regulatory requirements, processes and procedures for a wide range of fraud case types.

•    Leads regular team meetings to ensure that expectations which include accountabilities, objectives, goals are effectively communicated and monitored for all direct reports.

•    Develops the Quality Assurance Analysts ensuring that adequate strategies and plans to recruit, train employees to enhance skills, knowledge and abilities of the team are in place.

•    Ensures all reporting, tracking and other forms of documentation are completed in a timely basis and when necessary support in compliance and audit reviews.

•    Responsible for the effective delivery of internal and external case quality calibrations. 

•    Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

•    Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. 

•    Champions a high performance environment and contributes to an inclusive work environment. 

Reporting Relationships 

Primary Manager:  Senior Manager, Fraud Governance & Internal Controls
Direct Reports:    Senior Fraud QA Analyst, Fraud QA Analysts
Shared Reports: Dotted line reporting to Director IB Fraud Program and GBS Head
         

Dimensions

•    Support of Canadian Fraud Management including client facing and non-client facing teams across multiple campuses
•    Support other key business partners 
•    Ability to use and navigate different systems (examples but not limited to: Verint, Avaya, Nuance, Genesis, PRM, AS400, TSYS, FIQM, Pega SD and others)

Education / Experience / Other Information 

•    Post secondary education required with minimum of 5 years’ experience; post graduate degree preferred
•    Experience in the financial services industry. Experience in Fraud Management is preferred.
•    People management skills (preferred) and demonstrated leadership skills, independence, and collaboration, with an ability to build strong partnerships 
•    Intermediate knowledge/ experience with Data Analytics preferred. 
•    Ability to analyze QA results, identify themes and trends, and communicate clear insights to stakeholders.
•    Knowledge of banking products and services; fraud management processes and procedures (preferred)
•    Strong attention to detail and critical thinking
•    Superior verbal and written communication skills; ability to write clearly and concisely.
•    Comfortable interacting with internal stakeholders and providing constructive challenge to Fraud Operations
•    Ability to prioritize tasks with a strong sense of urgency
•    Ensure confidentiality and privacy of information 
•    Fluency in English is required

Location(s):  Colombia : Bogota : Bogota 

Scotia GBS is a Scotiabank Group company located in Bogota, Colombia created to support different processes of the Bank and the development and execution of its global services strategy in 15 countries in the Americas. It is composed of 7 service units. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaGBS, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaGBS; however, only those candidates who are selected for an interview will be contacted.