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About the role
- Senior Manager leading banking fraud operations across Wealthsimple’s Cash, Investments, Crypto, and Identity pillars. Scaling investigations, payment-rail safeguards, and client-facing teams.
Responsibilities
- Lead approximately 60 professionals across Cash & Banking, Investments & Crypto, and Identity & Onboarding fraud operations
- Direct and scale multiple operational teams
- Lead a client-facing investigations function communicating with clients by email and phone from first contact through resolution
- Own capacity modeling, SLA management, backlog reduction, and case resolution accuracy
- Use banking payment-rail expertise to mitigate complex transaction and account-level fraud
- Partner with Product, Engineering, and Analytics to build upstream fraud safeguards
- Optimize workflows using automation, AI tools, and data-driven insights
- Reduce handle times and increase throughput without sacrificing quality
- Mentor and develop managers and team leads
- Establish QA frameworks and a high-trust, continuous-improvement culture
Requirements
- 7+ years of experience leading fraud operations and investigations in financial services or tech
- Specific expertise in banking fraud mechanics and payment rails, including EFT, Real-Time Rail/RTR, wire/bank transfer fraud, beyond traditional card disputes
- 5+ years of experience directly managing and scaling multi-tiered operational teams, including managers and team leads
- Proven track record managing high-volume investigation queues, SLA levers, capacity planning, and frontline investigation quality
- Demonstrated experience inheriting high-volume queues and reducing time to resolution and handle time
- Ability to balance fraud loss mitigation against customer friction
- Proficiency using large datasets to identify fraud trends, optimize queue workflows, and track KPIs/KRIs
- Advanced Excel/Sheets required
- SQL and Grafana preferred
- Previous experience in a high-growth fintech, challenger bank, modern credit union, or technology-first financial platform preferred
- Expert-level knowledge of FINTRAC requirements and Canadian banking risk standards preferred
- Exposure to crypto fraud typologies and on-chain tracing tools preferred
- Bilingual French and English preferred
- Legally eligible to work in Canada
Benefits
- Top-tier health benefits and life insurance
- Long-term group savings with employer match, through Wealthsimple for Business
- 20 vacation days
- 4 wellness days
- Unlimited sick and mental health days per year
- Work outside Canada for up to 90 days per year
- Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS
- Equity compensation for permanent employees
- Flexible/remote work arrangement in Canada
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