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Director of Fraud, AML, Collections and Credit


This is a Contract position in Toronto, ON posted October 12, 2021.

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives.

Every day we wake up with one purpose in mind.

To bring loved ones together from across the globe.

To connect people to each other and the world around them.

To help an entrepreneur realize their dream.

A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

As we grow our team, the well-being of our team members remains our top priority.

To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Reporting to the Chief Operating Officer, the Director of Fraud, AML, Collections and Credit has ownership and accountability for the design and day to day operations of service delivery to Rogers Bank customers, and key account monitoring functions.

Leading the functional business units reporting to them utilizing both internal resources and external service providers.

Ensuring program design is optimized to deliver the needs of the business with processing accuracy, meeting compliance and regulatory requirements, while providing the services on budget, and providing an excellent customer experience for Rogers’ customers.

The role is accountable for: Customer and Account Servicing functions and strategies relating to Fraud, Credit, Collections and Recoveries, and AML Operations.

Elements include Program Design, Information Security, Business Continuity Planning and Testing, Operational Risk, Problem Identification and Resolution, Operational Reporting, User System Access Controls and Governance, Audit, and Vendor Management including Vendor Performance and Service Levels.

What you will do:
– A key stakeholder in the design, development, implementation and operation of current and future business service delivery needs of the organization.

The role is critical in the strategy, design, budget, and prioritization of activities with the senior executive team.

– Identify and implement systems and processes to enhance the customer experience to allow greater customer self-service and bring to market new systems capabilities in line with our goal to become a Digital Bank.

– Ensure internal and external fraud practices are in accordance with the Bank’s fraud risk policy and that fraud losses are within the Bank’s risk appetite while minimizing customer friction.

– Responsible for defining and implementing controls that can be monitored and measured for sound operational oversight.

– Anticipate, design, and implement new business processes and systems in support of proposed regulatory changes to ensure regulatory compliance.

Involved in new projects to ensure program design is optimized to provide high quality and cost effective service delivery that meets regulatory, business, and customer expectations.

– Development and documentation of operational process flows, balancing and audit functions, and standard operating procedures to be followed.

– Budgeting and planning in terms of implementation and run mode costs.

Development of and use of detailed forecasting tools to predict future usage/consumption for budget considerations and proactively identify the need to explore new partners and design to reduce costs.

Oversee the creation of weekly, monthly, quarterly and annual reports for the bank and provide performance trend analysis in support of the Bank’s business objectives.

– Define service levels and develop methods for evaluating operational performance to assess potential performance issues/opportunities.

Develop reconciliation methods between vendors to ensure compliance and agreement with metrics.

Quality assurance of vendor performance by way of business reviews, audits, and onsite and remote inspections.

– Assess business risks pertaining to outsourcing arrangements and develop mitigating controls and a monitoring program for each process and related service providers.

– Knowledge of market tools and system capabilities incorporating industry best practices based on business needs to bring enhancements to market.

Ensuring that solutions are operationally and technologically sound and can be well integrated into business processes.

– Strong communication, relationship, and negotiation skills to develop new and maintain effective partnerships including negotiating contracts and related processing SLAs.

A track record of success in developing and managing a performance based culture of service providers.

– Ownership of talent management including personal development initiatives, succession planning, recruitment and retention.

Attract, develop, and retain the high performing diverse talent necessary for accelerated growth through high engagement, low turnover and high productivity.

– Identification of and delivery of process improvements to drive operational efficiencies, new system capabilities, and enhanced customer experiences.

– Proactively manage in terms of problem identification, tracking, and resolution with service providers.

Coordination and communication of planned vendor system outages.

– On rotation for 24/7/365 after hours production issue identification and resolution.

– Other duties as assigned What you will bring:
– University under-graduate degree or college diploma.

– A minimum of 10 years operations management experience with a preference for experience in fraud, credit, collections, and AML functions pertaining to credit card operations.

– Knowledge of Canadian compliance and regulatory requirements and experience and aptitude for defining and implementing controls for sound operational oversight.

– Understanding of industry tools and service delivery platforms to support the full customer lifecycle from time of application to collections and recovery.

– Knowledge of industry and regulatory standards.

– Strong negotiation and communication skills.

– Exceptional organizational and time management skills.

– Ability to adapt and reprioritize in a fast-paced, changing work environment.

– A natural aptitude for process improvement.

– Knowledge of TSYS TS2 and related credit card systems interfaces is preferred.

Schedule: Full timeShift: DayLength of Contract: Not Applicable (Regular Position)Work Location: 350 Bloor Street East (299), Toronto, ON Travel Requirements: Up to 10%Posting Category/Function: Banking & OperationsRequisition ID: 229658 Together, we’ll make more possible, and these six shared values guide and define our work: 1.

Our people are at the heart of our success 2.

Our customers come first.

They inspire everything we do 3.

We do what’s right, each and every day 4.

We believe in the power of new ideas 5.

We work as one team, with one vision 6.

We give back to our communities and protect our environment What makes us different makes us stronger.

Rogers has a strong commitment to diversity and inclusion.

Everyone who applies for a job will be considered.

We recognize the business value in creating a workplace where each team member has the tools to reach their full potential.

At Rogers, we value the insights and innovation that diverse teams bring to work.

We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.

Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.

You matter to us For any questions, please visit the Rogers FAQ.

Posting Notes: Corporate