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Title:  Manager, Fraud Customer Analytics and Strategy




Requisition ID: 134710

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


The Manager, Fraud Customer Communications and Strategy will contributes to the overall success of the Fraud Department in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. This manager will ensure all activities conducted are in compliance with governing regulations, internal policies and procedures. They will also support, change, and analyze Canada Fraud’s customer communications strategies in order to improve the customer experience while delivering on the Bank’s fraud loss & operations expense plans.



•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
•    Implement changes to the customer communication strategies in order to improve customer contacts while minimizing fraud losses
•    Conduct data analyses of customer behavior and effectiveness of treatments. Recommend improvements to communication strategies to Canada Fraud leadership team
•    Optimize contact strategies leveraging available channels (SMS, email, IVR, & Live Call) to improve customer contact effectiveness & minimize fraud losses
•    Implement & code changes into CCS platform leveraging champion/challenger methodologies to measure effectiveness of email & sms campaigns
•    Produce monitoring & performance reports, measuring benefits in loss avoidance & customer satisfaction. Communicate results & generate recommendations with focus on incremental profitability
•    Monitor effectiveness of email, sms, & live call communication strategies, identifying actionable opportunities to address market & portfolio headwinds
•    Develop & improve business line relationships to expand scope of existing services and enhance customer experience
•    Keep abreast of emerging regulatory requirements and trends, assessing potential impact to the bank, making recommendations to management and senior executives on strategies to mitigate impact and enhance effectiveness. 
•    Understand 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 their 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. 


•    Operates independently on a daily basis on issues; receives general guidance from the Director related to issues that require escalation and the leadership/management of team against defined objectives  
•    Apply daily management routines such as work planning, updating and monitoring KPI reporting
•    Works with 6+ disparate systems
•    Knowledge of all products across Canadian Banking and all payment channels
•    Support the Bank’s annual Fraud Plan and business objectives for the department

Education / Experience
 3 – 5 years’ experience in fraud operations and/or analytics
•    Knowledge of analytical software such as R, python, SAS, or SQL (preferred)
•    Strong fundamental understanding of statistics and business reporting (Power BI)
•    3 years’ experience managing dialer, IVR, and/or email campaigns
•    Strong collaboration, and communication skills
•    Demonstrated abilities to think strategically & drive results
•    Results driven individual with high level of curiosity and ability to dive into details without losing sight of the big picture
•    Exceptional organization skills to prioritize, manage, and implement a variety of competing initiatives, on a concurrent or staggered basis
•    A University degree in Business, Economics, Marketing, Statistics or Management Analytics 
Working Conditions
•    Work in a standard office-based environment; non-standard hours are a common occurrence. 

•    Operating out of our North York office - 90 Wynford Drive
•    Work is subject to frequent interruptions contributing to a lack of control over the pace of work.  The unpredictability of fraud trends and potential sensitive and emotional cardholder issues can contribute to a stressful environment.  
•    The position is primarily sedentary, non-physical and requires constant use of a personal computer with limited movement at a workstation.  




Location(s):  Canada : Ontario : North York 

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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