Title:  Manager, Fraud Claims & Support Services

Leads the Fraud Claims & Support Services function in Canada, overseeing the end-to-end processing and resolution of card payment disputes, merchant chargebacks, and fraud claims. Ensures compliance with regulatory requirements, internal policies, and risk frameworks while driving operational efficiency, productivity, and high-quality customer service.

Key Responsibilities:

• Foster a customer-focused culture and strengthen client relationships.
• Manage team performance through coaching, feedback, and development.
• Monitor workflows and service levels, ensuring timely resolution of cases.
• Oversee adherence to processes to minimize financial losses and maintain compliance (regulatory, AML/ATF, operational risk).
• Drive continuous improvement initiatives to enhance efficiency and reduce costs.
• Handle escalations, complex cases, and high-value write-off decisions (up to $25,000).
• Collaborate with internal teams, business lines, and stakeholders.
• Build and maintain a high-performing, inclusive team environment.

Scope & Impact:

• Oversees ~200,000 fraud claims and disputes annually and ~$52MM in recoveries.
• Manages arbitration/pre-arbitration cases and ensures compliance with card network and regulatory standards.
• Leads Team Leads and indirectly supports analysts and fraud consultants.

Qualifications:

• Post-secondary education (preferred).
• 2–3 years of experience in fraud claims or card payment disputes.
• Strong leadership, communication, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Bilingual French/English is an asset.

Work Environment:

Mon-Fri 8:30am to 5:30pm but are subject to change based on business needs.
Office-based role with possible extended or non-standard hours depending on operational needs.

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