Job Description

Requisition ID: 182116

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

Purpose
Leads and oversees the Inbound Fraud Teams in Canada, Bogota and Dominican Republic ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.

Accountabilities

• 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 Inbound Fraud Team Operations which operates 24x7/365 days, accountable for effective and timely management of incoming calls related to fraud incidents inquiries for the Canadian Retail and Commercial portfolios across a variety of products, including Credit Cards, Debit Cards and digital channel products (such as Interac EMT), as well as support for customers following up on fraud claims

• 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 for measuring, evaluating and benchmarking quality performance, customer satisfaction; responsible for ensuring achievement of customer NPS and operational KPIs

• Responsible for achievement of business plan & Inbound Fraud Team objectives as negotiated

• Responsible for effective HR management of a large unit, development of a strong management team and maintaining a high level of employee engagement

• Builds strategic relationships and key partnerships both internally and externally

• Partner with key stakeholders to ensure effective resolution of customer concerns and issues related to actions taken on their accounts including complaint investigation and resolution

• Contribute to and support a variety of projects and initiatives across the Fraud Management Group

• 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.

Education / Experience / Other Information

• Bachelor Degree in Business Administration, Computer Science, Information Systems or Engineering
• MBA (or equivalent) is an asset but not a requirement
• A minimum of 8-10 years demonstrated success in the financial services industry
• Working knowledge of retail and commercial credit products, consumer credit lifecycle, risk management
• 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; able to adapt quickly to changing priorities.

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 . 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.

Scotiabank