Head of Fraud Operations (Banking)

- Direct and scale multiple operational teams across three dedicated pillars: Cash & Banking, Investments & Crypto, and Identity & Onboarding. - Lead a client-facing investigations function, where the team owns the client relationship by email and phone from first contact through to resolution, rather than handing off to a support tier. - Own operational performance metrics, including capacity modeling, SLA management, backlog reduction, and case resolution accuracy. - Leverage deep domain knowledge of banking payment rails (including Real-Time Rail/RTR, EFTs, and wires) to mitigate complex transaction and account-level fraud. - Act as a critical partner to Product, Engineering, and Analytics teams, pulling operational and technical levers to deflect fraud upstream before it reaches manual investigation queues. - Implement optimized workflows, leveraging automation, AI tools, and data-driven insights to reduce handle times and boost throughput without sacrificing quality. - Mentor and develop a multi-layered team of managers and team leads, establishing QA frameworks and building a high-trust, continuous-improvement culture.

- 7+ years of experience leading fraud operations and investigations in financial services or tech, with specific expertise in banking fraud mechanics and payment rails (EFT, Real-Time Rail, wire/bank transfer fraud), beyond traditional card disputes. - 5+ years of experience directly managing and scaling multi-tiered operational teams (managing managers and team leads). Comfortable taking accountability for large operational organizations. - Proven track record of managing high-volume investigation queues, SLA levers, capacity planning, and frontline investigation quality. - Demonstrated track record of inheriting an existing high-volume queue and cutting time to resolution and handle time, with a clear view of where the minutes go in a case and what you stopped doing entirely. - Highly adaptable leader who thrives in fast-paced environments, can "color outside the lines," and effectively balances fraud loss mitigation against customer friction. - Proficient in using large datasets to identify fraud trends, optimize queue workflows, and track KPIs/KRIs (Advanced Excel/Sheets required; SQL and Grafana preferred).

BUILD SOMETHING PEOPLE LOVE Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada. We're proud of what we've built — and we're just getting started. Read our Culture Manual https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers. About the Role As Head of Fraud Operations (Senior Manager level), you will lead the operational engine safeguarding Wealthsimple and its clients. Overseeing a high-performing, cross-functional organization of approximately 60 professionals (managers and associates), you will own three core fraud operations pillars: Cash & Banking, Investments & Crypto, and Identity & Onboarding. This role requires a leader with deep expertise in banking fraud investigations, complex queue mechanics, and transaction payment rails. You will balance frontline investigation rigor with strategic foresight, partnering cross-functionally with Product, Engineering, and Analytics to build friction-right safeguards that stop fraudsters without stalling good clients. What You'll Do - Direct and scale multiple operational teams across three dedicated pillars: Cash & Banking, Investments & Crypto, and Identity & Onboarding. - Lead a client-facing investigations function, where the team owns the client relationship by email and phone from first contact through to resolution, rather than handing off to a support tier. - Own operational performance metrics, including capacity modeling, SLA management, backlog reduction, and case resolution accuracy. - Leverage deep domain knowledge of banking payment rails (including Real-Time Rail/RTR, EFTs, and wires) to mitigate complex transaction and account-level fraud. - Act as a critical partner to Product, Engineering, and Analytics teams, pulling operational and technical levers to deflect fraud upstream before it reaches manual investigation queues. - Implement optimized workflows, leveraging automation, AI tools, and data-driven insights to reduce handle times and boost throughput without sacrificing quality. - Mentor and develop a multi-layered team of managers and team leads, establishing QA frameworks and building a high-trust, continuous-improvement culture. Skills & Qualifications - 7+ years of experience leading fraud operations and investigations in financial services or tech, with specific expertise in banking fraud mechanics and payment rails (EFT, Real-Time Rail, wire/bank transfer fraud), beyond traditional card disputes. - 5+ years of experience directly managing and scaling multi-tiered operational teams (managing managers and team leads). Comfortable taking accountability for large operational organizations. - Proven track record of managing high-volume investigation queues, SLA levers, capacity planning, and frontline investigation quality. - Demonstrated track record of inheriting an existing high-volume queue and cutting time to resolution and handle time, with a clear view of where the minutes go in a case and what you stopped doing entirely. - Highly adaptable leader who thrives in fast-paced environments, can "color outside the lines," and effectively balances fraud loss mitigation against customer friction. - Proficient in using large datasets to identify fraud trends, optimize queue workflows, and track KPIs/KRIs (Advanced Excel/Sheets required; SQL and Grafana preferred). Highly Preferred (Nice-to-Have) - Previous experience operating within a high-growth Fintech, challenger bank, modern credit union, or technology-first financial platform. - Expert level in FINTRAC requirements and Canadian banking risk standards. - Exposure to crypto fraud typologies and on-chain tracing tools. - Bilingual (French and English) WHY WEALTHSIMPLE? 🌸 Top-tier health benefits and life insurance 📈 Long-term group savings with employer match, through Wealthsimple for Business 🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year* ✈️ 90 days away: work outside Canada for up to 90 days per year* 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS 🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. *Unlimited paid sick days, Wellness Days and the 90 day away program do not apply to certain roles. ICYMI Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building. Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs. AI in Hiring: We may use artificial intelligence (AI) tools to support parts of ou