Title:  Senior Manager, Scam Disruption

Requisition ID: 247813

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

The Senior Manager, Scam Disruption, leads and oversees Scam Disruption operations, ensuring strategies and initiatives are executed in compliance with governing regulations, internal policies, and procedures. This role focuses on real-time engagement with customers who may be under the influence of scam tactics, leveraging behavioral cues and scam psychology to interrupt the fraud cycle. Ensures operational efficiency, quality, and effectiveness while mitigating losses, protecting customers, and minimizing reputational risk.

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

• Manages a team that focuses on real-time engagement with customers who may be under the influence of scam tactics, using behavioral cues and scam psychology to interrupt the fraud cycle.
• Champion a customer-focused culture within the team to protect clients from scams and strengthen trust in the Bank
• Provide Scam Disruption delivery, leadership and execution expertise, working with stakeholders across Scotiabank and key program vendors, as well as Scotia Risk/Operations areas where appropriate.
• Understands Scotiabank’s risk assessments process up to and including supporting NIRA development and NIRA 2nd line fraud control function response.
• Develop and lead the onboarding and work force management including the oversight of performance and its management.
• Develop and implement operational delivery monitoring and processes to ensure alignment to Scotiabank program objectives and strategy including supporting Enterprise Fraud with fraud strategy development and performance oversight/monitoring.
• Lead operational effectiveness and performance management including the oversight of operational change management and provides governance oversight to ensure execution of approved policies and procedures.
• Develops relationships with functional business teams to ensure compliance with regulatory requirements; provides coaching and mentoring to foster a strong risk discipline environment.
• Leverage and partner with Enterprise Fraud on strategy enhancements, metrics, key indicators and dashboard delivery.
• Maintain thorough understanding of fraud operational delivery covering the key Fraud Operations areas of scope: inbound, detection, claims, investigations, recovery and Fraud project risk assessments
• 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 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.
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; 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:  

• Completion of post-secondary education, with a minimum of 10 years of experience in management and in the financial services industry, including credit card operations, fraud operations and account management operations
• Expert judgement/organizational, problem solving, conflict resolution/management, mediation, and negotiation skills
• Team focus – working effectively with others to achieve common objectives
• Excellent communication skills (written and verbal) to communicate effectively with internal and external customers as well as other business partners
• Team leadership – ability to set and champion a clear future direction and demonstrate actions expected in others including a high standard of performance
• Coaching – proficiency in providing guidance, support and feedback to others to improve performance. Clarifying job functions and responsibilities. Fostering on an individual basis, the learning and development of others.
• Expert knowledge of the Bank’s regulations, policies, procedures, and operations
• Thorough knowledge of the related regulatory requirements including AML, KYC, Privacy legislation and all other issues pertaining to regulatory compliance
• Sound knowledge of the Bank’s products, services and operating systems
• Through mentoring and coaching skills

What’s in it for you?

• A rewarding career path with diverse opportunities for professional development
• An organization committed to making a difference in our communities – for you and our customers.
• A competitive rewards program includes annual bonus, flexible vacation, personal and sick days, and comprehensive benefits that start on your first day. 
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences every individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements. 

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.