Title:  Manager, Fraud Claims and Support Services

Requisition ID: 209768

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Role
 

Leads and oversees Fraud Claims & Support Services in Canada for the resolution and processing of all card payment disputes merchant chargebacks and fraudulent claims ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures.
 

Is this role right for you? In this role, you will:
 

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
   
• Develops and implements effective departmental productivity and effectiveness tracking
   
• Coaches, supports, and gives constructive feedback to employees consistently to improve the overall performance and effectiveness of the department
   
• Proven communication skills, oral and written, as well as sound negotiation skills to effectively handle/ resolve inquiries, escalated calls or customer complaints where applicable.
   
• Monitors and reviews all queues and workbaskets to ensure service level agreements are met/ takes appropriate action when agreements are not met
   
• Ensures the Fraud Claims & Support Services team follow processes and procedures as documented to ensure financial losses are minimized
   
• Leads efforts in continuous operational efficiencies, improved productivity to enhance service and reducing costs
   
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
   
• Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
   
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment, communicating vison/values/business strategy and managing succession and development planning for the team. 

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you have:
 

• Post-secondary education in business and or other related discipline is preferred.
• 2-3 years of Fraud/ Card Payment Disputes knowledge / industry experience
• Excellent interpersonal skills and the demonstrated competencies to lead and motivate staff with an eagerness to contribute to the success of others through coaching and support 
• Strong verbal & written communication skills
• Strong multi-tasking capabilities coupled with strong organizational and prioritization skills 
• Demonstrate strong, creative problem solving and analytical abilities 
• High degree of flexibility required to adapt to wide variety of tasks and functions and the ability to work in a fast–paced, dynamic environment
• Bilingual French/English is considered an asset

Location(s):  Canada : Ontario : Ottawa 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.