Sr. Manager, Fraud Detection - Bilingual

Summary

We are seeking a Senior Manager, Fraud Detection – Bilingual to lead three managers and a large unionized frontline team in a highly operational environment focused on preventing and detecting fraudulent activations, account takeovers, and nuisance‑calling fraud. The role is primarily centered on overseeing real‑time activity, reviewing completed work, ensuring quality and accuracy in investigations, and maintaining strong accountability for all fraud‑related decisions. The Senior Manager is responsible for continuously monitoring fraud trends, understanding where financial losses originate, and guiding managers through escalations and emerging threats, while working closely with cross‑functional partners to resolve operational and labour‑related issues. Leveraging deep telecommunications and fraud domain expertise, this role also focuses on recommending improvements to tools, processes, and detection methods to minimize risk exposure and effectively control fraud losses.

Key Responsibilities

• Ability to coach and guide team leaders who each own part of the portfolio.
• Ensures alignment, consistency, and discipline in team execution.
• Strong ability to follow up: setting expectations and ensuring work is completed.
• Promotes fairness, transparency, and respect for the collective agreement.
• Ability to apply performance standards and develop scorecards aligned with operational expectations.
• Skilled in managing grievances, attendance issues, and productivity challenges calmly and professionally.
• Capable of running high‑volume, high‑pressure operations efficiently every day.
• Uses operational data to prioritize tasks, deploy resources, and adjust controls.
• Makes fast, confident decisions when fraud spikes or incidents occur.
• Takes responsibility for the portfolio’s fraud losses, gaps, and successes.
• Builds a culture of “we close loops,” “we reduce exposure,” and “we protect customer experience.”
• Ensures recurring issues and process gaps are identified and resolved.

Critical Qualifications

• Bachelor’s degree in Management or equivalent
• Experience in a high‑volume operational environment.
• Minimum 5 years of experience in a security or anti‑fraud environment.
• Strong background in fraud prevention, investigative methods, and operational risk management.
• Proven experience working in a fast‑paced, metrics‑driven, cross‑functional environment.

Preferred Qualifications

• Fraud‑related professional certification (e.g., CFE, CAFC, CFCS, or equivalent).
• Experience with telco‑specific fraud, detection tools, or risk‑scoring platforms.
• Deep Telco Knowledge: Understands end‑to‑end telco operations (activations, billing/credits, provisioning, device lifecycle, channels/partners, care/tech support, credit/collections, roaming) and how systems (CRM, order orchestration, payment rails, identity services) affect fraud exposure and customer experience.
• Fraud Best Practices: Applies strong fraud controls (KYC/K‑IDV, MFA hardening, behavioural rules, IMEI/device intelligence, SIM/eSIM safeguards, change‑control gating, step‑up authentication, chargeback mitigation), ensuring alignment across Fraudulent Activations, ATO, and Nuisance Calling portfolios.
• Emerging Threat Awareness: Tracks new social‑engineering patterns, bot/farm behaviour, synthetic IDs, mule accounts, call‑spoofing/spam campaigns, and fraudster adaptation to controls.
• Future‑Focused Recommendations: Evaluates and recommends improvements to signals, models, fraud tools, and controls.

Additional Requirements

• Able to respond quickly to sudden fraud waves, system outages, and new patterns.
• Skilled at coordinating cross‑functional teams during incidents.
• Clearly communicates and escalates issues when risk exposure is high.
• Reads dashboards, alerts, and KPIs quickly and accurately.
• Communicates expectations simply, consistently, and clearly.
• Able to brief team members and executives concisely, and explain operational changes effectively.
• Maintains credibility with employees, partners, and leadership.
• Builds and maintains a strong internal network of key stakeholders.