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Title:  Director, Fraud Claims & Support Services - Toronto, ON




Requisition ID: 111184

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


As Director, Fraud Claims & Support Services, the incumbent Leads the Fraud Claims & Support Services Team in Canada ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.


What Your Role Will Be:

  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
  • Provides overall leadership and performance management of the Fraud Claims & Disputes Team operation located in both the Wynford and Ottawa hubs, accountable for the resolution and processing of all fraud/card payment disputes, merchant payment chargebacks and fraudulent claims for recovery/write-off for the Canadian Bank
  • Provides leadership and oversight of the Fraud Customer Concerns team, accountable for managing, tracking and monthly reporting of responses to fraud-related customer escalations that are referred from a variety of internal sources (e.g. branches, business lines, Contact Centres, Legal, Ombudsman, etc.)
  • In conjunction with the VP and senior leadership team, responsible for the long-term strategic direction of the business line
  • Takes a leadership role in pursuing strategies to improve customer experience, fraud losses, operational efficiencies and organizational effectiveness
  • Partners with the senior leadership team to establish and maintain metrics (eg. Scorecards) for measuring, evaluating and benchmarking quality performance of fraud claims & disputes and customer satisfaction; responsible for ensuring the achievement of customer and operational KPIs
  • Responsible for the coverage model for scheduling to ensure operation effectiveness and efficiency
  • Responsible for effective HR management, development of a strong management team and maintaining a high level of employee engagement
  • Builds strategic relationships and key partnerships both internally and externally
  • Provide subject matter expertise and thought leadership from a fraud perspective to support bank projects/initiatives
  • Keep abreast of emerging issues, trends and evolving regulatory requirements and assess potential impact to the fraud claims & disputes team and recommend remedial actions
  • Partner with key stakeholders (e.g. Office of the President, Ombudsman, Team Voice)  to ensure effective resolution of customer concerns and issues related to actions taken on their accounts
  • Understand 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


Skills You Already Have:

  • Bachelor Degree in Business Administration, Computer Science, Information Systems or Engineering
  • MBA (or equivalent) is an asset but not a requirement
  • Expert knowledge of industry trends and information regarding fraud and fraud detection
  • A minimum of 8-10 years demonstrated success in the financial services industry
  • 3+ years management experience
  • Working knowledge of retail and commercial credit products, consumer credit lifecycle, risk management
  • Thorough knowledge with respect to the fraud mitigation tools and systems used for fraud detection (PRM, Web Extraction, History Database, Visa Risk Manager, etc.).
  • Working knowledge of the bank’s systems including CIS,KS, KT, NX, AS400, TSYS etc.
  • Strong communication / presentation skills, written and verbal
  • Highly skilled leader with extensive experience leading large teams focusing on coaching, strategic planning and execution of key business priorities
  • Strong prioritizing, planning, analytical, presentation, project management, and relationship building skills


Location(s):  Canada : Ontario : Toronto 

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.

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