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Director, Global Fraud Technology- Fraud Response
Scotiabank
Toronto, CAN
Full Time
Director
3 weeks ago
Fraud Operations TechnologyCase Management SystemsWorkflow AutomationCloud TechnologiesEnterprise IntegrationAPI
Free
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Fraud Operations TechnologyCase Management SystemsWorkflow Automation
About the Role
Scotiabank seeks a Director to lead the Global Fraud Technology – Fraud Response team, accountable for strategy, delivery, modernization, and operation of fraud response technology platforms.
Key Skills for This Role
Fraud Operations TechnologyCase Management SystemsWorkflow AutomationCloud TechnologiesEnterprise IntegrationAPI
Responsibilities
- Develop and execute the multi year fraud response technology strategy and roadmap aligned with enterprise fraud objectives
- Define the target state fraud response ecosystem, including case management, workflow automation, customer intervention, scam response, fraud recovery, and investigator enablement capabilities
- Partner with Fraud Operations, Contact Centres, Payments, Digital Banking, and Risk teams to identify opportunities to improve operational effectiveness and customer experience
- Lead modernization initiatives that transform manual processes into intelligent, automated, and scalable workflows
- Own the technology platforms supporting fraud investigations and fraud operations teams globally
- Deliver capabilities that improve investigator efficiency, decision consistency, and operational effectiveness
- Enable end to end workflow orchestration across fraud alerts, investigations, customer outreach, account restrictions, recovery activities, and case resolution
- Lead technology capabilities supporting customer intervention and fraud containment activities
- Deliver operational intelligence capabilities that provide visibility into fraud response effectiveness, workload trends, investigator performance, and customer outcomes
- Build, lead, and develop high performing teams across engineering, product management, platform delivery, and operations technology
Requirements
- 10+ years of progressive technology leadership experience within enterprise technology organizations
- 5+ years of experience leading fraud operations technology, investigations technology, operational workflow platforms, case management systems, or related financial crime technology functions
- 5+ years of leadership experience managing managers and multidisciplinary teams
- Deep understanding of fraud operations processes, fraud investigations, customer remediation, and fraud response workflows
- Experience implementing enterprise workflow, case management, and operational decisioning platforms
- Strong understanding of cloud technologies, enterprise integration patterns, APIs, event driven architectures, and operational platforms
- Experience managing large scale technology portfolios, budgets, strategic roadmaps, and vendor relationships
- Proven ability to drive operational transformation and workflow automation initiatives
- Strong executive communication and stakeholder management skills
- Experience operating within highly regulated financial services environments
Full Job Posting
The Team
- The Global Fraud Technology team develops and manages enterprise fraud response capabilities that enable Scotiabank to rapidly investigate, contain, and remediate fraud across all products, channels, and geographies.
- We partner closely with Fraud Operations, Contact Centres, Payments, Digital Banking, Risk Management, Corporate Security, AML, and Enterprise Technology teams to deliver industry leading fraud response solutions.
The Role
- The Director, Global Fraud Technology – Fraud Response is accountable for the strategy, delivery, modernization, and operation of the Bank’s fraud response technology ecosystem.
- This role leads teams responsible for fraud case management platforms, workflow orchestration, investigator tooling, customer remediation capabilities, operational decisioning, fraud recovery processes, and fraud operations enablement technologies.
Key Accountabilities Strategy & Leadership
- Develop and execute the multi year fraud response technology strategy and roadmap aligned with enterprise fraud objectives.
- Define the target state fraud response ecosystem, including case management, workflow automation, customer intervention, scam response, fraud recovery, and investigator enablement capabilities.
- Partner with Fraud Operations, Contact Centres, Payments, Digital Banking, and Risk teams to identify opportunities to improve operational effectiveness and customer experience.
- Lead modernization initiatives that transform manual processes into intelligent, automated, and scalable workflows.
- Establish technology standards, governance frameworks, and operating models for fraud response platforms globally.
- Drive strategic vendor relationships and technology partnerships supporting fraud operations capabilities.
Fraud Operations Enablement
- Own the technology platforms supporting fraud investigations and fraud operations teams globally.
- Deliver capabilities that improve investigator efficiency, decision consistency, and operational effectiveness.
- Enable end to end workflow orchestration across fraud alerts, investigations, customer outreach, account restrictions, recovery activities, and case resolution.
- Partner with operational leaders to optimize investigator experiences and reduce operational complexity.
- Establish technology capabilities that support workload management, prioritization, escalation, and performance monitoring.
Case Management & Workflow Platforms
- Own the strategy and evolution of enterprise fraud case management capabilities.
- Lead implementation and modernization of workflow platforms supporting fraud investigations and response processes.
- Ensure seamless integration between fraud detection systems, operational workflows, customer servicing platforms, and core banking systems.
- Drive workflow automation initiatives to reduce manual effort and accelerate fraud response times.
- Enable real time decision execution, case routing, escalation management, and operational controls.
Customer Protection & Scam Response
- Lead technology capabilities supporting customer intervention and fraud containment activities.
- Deliver solutions that enable rapid account protection, payment holds, transaction blocking, account recovery, and customer notification processes.
- Partner with business stakeholders to enhance scam response and customer protection capabilities.
- Support development of customer facing fraud response experiences across digital and assisted channels.
- Improve customer remediation journeys while balancing fraud prevention and customer experience objectives.
Data, Analytics & Operational Intelligence
- Deliver operational intelligence capabilities that provide visibility into fraud response effectiveness, workload trends, investigator performance, and customer outcomes.
- Enable integration of fraud detection signals into operational response workflows.
- Support advanced analytics, prioritization models, and intelligent case routing capabilities.
- Establish performance measurement frameworks and reporting capabilities across fraud operations platforms.
- Leverage AI and automation technologies to improve investigation effectiveness and operational productivity.
Risk, Governance & Compliance
- Ensure fraud response technologies operate within the Bank’s risk appetite and governance framework.
- Establish controls supporting regulatory requirements, privacy obligations, customer protection standards, and operational risk management.
- Partner with Audit, Compliance, Risk Management, and Corporate Security teams to maintain effective governance and oversight.
- Ensure operational resiliency, disaster recovery readiness, and business continuity capabilities across the fraud response portfolio.
- Maintain strong controls around customer impacting actions, account restrictions, and operational decision execution.
Operational Excellence
- Drive measurable improvements in fraud containment effectiveness, investigator productivity, customer satisfaction, and operational efficiency.
- Establish and monitor key performance indicators, service level objectives, operational metrics, and business outcomes.
- Ensure effective production support, incident management, and platform reliability processes.
- Lead technology financial management, vendor performance management, and capacity planning activities.
- Foster a culture of continuous improvement and operational excellence.
Talent Leadership
- Build, lead, and develop high performing teams across engineering, product management, platform delivery, and operations technology.
- Coach and mentor senior managers and technology leaders.
- Foster a culture of accountability, innovation, collaboration, and customer centricity.
- Champion Agile delivery methodologies, DevSecOps practices, and product oriented operating models.
- Develop succession plans and long term talent strategies for critical leadership and technical roles.
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