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Director, North America Fraud Customer Investigations and Engagement, Toronto, Ontario

Created 06/07/2018
Job title Director, North America Fraud Customer Investigations and Engagement
Reference BMO
Category Fraud
Job type Full Time
Experience 10+
Country Canada
State Ontario
City Toronto

The Director, Fraud Customer Investigation is accountable to provide organizational leadership to deliver superior financial results and best in class customer service through the creation of a proactive operations environment which maximizes employee productivity and effectiveness across North America and across products/systems/channels (Cards, Deposits, Commercial Lending, Retail Lending, Online Banking and Online Business Banking etc) and secures the bank’s image as providing safety and security to our customers.  Leveraging best in class fraud detection and customer communication capabilities, this role is accountable for differentiating the Bank with its critical focus on delivering the desired customer experience while actively managing Fraud Risk.  Additionally, the Director is accountable to ensure compliance with overall Bank and regulatory policies and guidelines, including national standards, by confirming that all policies and procedures are put in place and adhered to.

The Director  provides leadership in managing the fraud operations specifically focusing on the experience of the customer and the delivery of the desired customer experience, identification of potential fraud, fraud trends and resolution thereof. Translate strategies into actionable goals and execute relevant projects /Initiatives aligned to Group Fraud Strategic objectives with specific performance measures and control systems to track progress.

The role will provide input into the strategic and operational direction for fraud related initiatives, educate and share best practices, while motivating employees and enhancing the skills with the teams.  The Director will provide ongoing identification and communication of fraud prevention opportunities across the organization and will work with internal to Fraud management partners to create an new processes, guidelines and procedures as part of ongoing fraud awareness strategy.

The Director is accountable to lead a large Customer Investigation team with operations of 7/24 365 days a year. Managing centres across several North American locations with management oversight within the centres. Management including the Director are accountable to provide fraud detection, initiate first level investigation and communicate with customers and front line staff  to reduce losses and minimize negative impacts to customers, employees and the BMO reputation.. This role is responsible for balancing the quantity of fraud alerts worked with the quality of the team output and relies on the diagnostic and investigative skills of the team in conjunction with analytic engines, rules, technology, MIS, and management processes to detect, investigate and mitigate losses across all products, systems and channels. 

This role is fast paced and will have a team of people managers as direct reports.

Key Accountabilities (this section will be loaded to myRecruiting so make it clear for internal & external candidates)

Operational Effectiveness

  • Establish and implement best practices across a North American mandate to ensure alignment of practices and controls where applicable and to make the most effective use of the workforce.
  • Identify opportunities to proceduralize work /automate and improve processes, and manage implementation and sustainment of enhancements to increase effectiveness, and efficiency.
  • Contribute to the development of a world class anti-fraud strategy and implement anti-fraud solutions that minimize impact to customers.
  • Works closely with the Business Management team to strengthen overall Fraud Management in support to deliver the best customer experience.
  • Ensure operational effectiveness and alignment to Bank standards is maintained.
  • Set the strategy to improve customer experience while protecting the business and customers from fraud.
  • Lead direct and cross-functional work to deliver best customer experience and support while maximizing value and profitability through effective minimisation of fraud losses.

Risk Management & Control

  • Direct the day-to-day operations of fraud areas to effectively manage the fraud detection/identification and incident/first level investigation operations
  • Optimally balance the workforce needs throughout the day, week and between jurisdictions.
  • Enhance existing fraud metrics and provide ongoing management reporting on fraud related issues and events.
  • Manage fraud volume forecasting, controls and reporting.
  • Assess cross organizational impacts and build processes to support an One Bank approach. An agile and proactive way to inform partners and create awareness or emerging trends and potential impacts to partner business units.

Managerial Leadership

  • Create a work environment that drives innovation, creativity, teamwork, and diversity in order to enhance the teams’ ability to recruit and retain high caliber talent.
  • Through direction and example, continuously reinforce strategic role clarity, teamwork and the core values of the Bank.  Ensure the effective integration of progressive change strategies through open communication and visible and active support.
  • Actively manage top talent and address job fit / performance issues in support of a high performance culture.  Regularly provide personal recognition to individuals who are identified as having delivered a superior performance to reinforce standards of excellent work across the teams.
  • Maintain clear roles and responsibilities for the team, including setting an effective framework to ensure policies and procedures are adhered followed including reporting, exception processes and escalation protocols.
  • Build and sustain a team who are capable of delivering the exceptional performance results by providing meaningful and timely coaching, training and development plans.
  • Establish and optimize team integration by articulating the linkages between the accountabilities and authorities of different roles across the group and by establishing the context in which they will work collaboratively with one another.
  • Actively engage in performance management activities, including establishing goals and objectives, assessing skilled knowledge gaps, allocating resources to achieve objectives and close gaps, assessing personal effectiveness, and reviewing and recommending base and variable pay.
  • Ensure the effective implementation of Bank initiatives and programs through the establishment of appropriate context and setting of direction for subordinates by providing relevant information, establishing goals, and setting limits with the context and prescribed limits of the group head.

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