高级经理，欺诈运营
Senior Manager, Fraud Operations
### **打造人们喜爱的产品**
Wealthsimple 是加拿大领先的金融创新公司。公司提供一系列简单而复杂的金融产品，涵盖托管投资、自助交易、加密货币、税务申报、消费和储蓄。Wealthsimple 目前为超过 400 万加拿大用户提供服务，并管理着超过 1550 亿美元的资产。公司由一群金融专家和技术企业家于 2014 年创立，总部位于加拿大多伦多。
我们为自己所构建的一切感到自豪——而这仅仅是开始。阅读我们的 [文化手册](https://www.wealthsimple.com/en-ca/culture) 并了解更多 [我们的工作方式](https://www.wealthsimple.com/en-ca/careers)。
**职位简介**
作为高级经理，欺诈运营，您将领导保障 Wealthsimple 及其客户安全的运营引擎。您将管理一个由约 60 名专业人员（包括经理和专员）组成的高效、跨职能团队，负责三个核心欺诈运营支柱：现金与银行、投资与加密货币、身份与开户。
_该职位需要一位在银行欺诈调查、复杂队列机制和交易支付渠道方面具有深厚专业知识的领导者。您将在一线调查严谨性与战略远见之间取得平衡，与产品、工程和分析团队跨职能合作，构建恰到好处的防护措施，在阻止欺诈者的同时不影响优质客户。_
**您将负责的工作**
- 指导并扩展三个专门支柱下的多个运营团队：现金与银行、投资与加密货币、身份与开户。
- 领导面向客户的调查职能，团队从首次联系到问题解决全程通过电子邮件和电话与客户保持沟通，而不是转交给支持层级。
- 负责运营绩效指标，包括容量建模、SLA 管理、积压减少和案件解决准确性。
- 利用对银行支付渠道（包括实时通道/RTR、电子资金转账/EFT 和电汇）的深入理解，减轻复杂的交易和账户级欺诈。
- 作为产品、工程和分析团队的关键合作伙伴，利用运营和技术手段在欺诈进入人工调查队列之前将其拦截。
- 实施优化的工作流程，利用自动化、AI 工具和数据驱动的洞察来减少处理时间并提高吞吐量，同时不牺牲质量。
- 测量并提升团队效率和客户满意度，确保欺诈防护措施持续有效。
查看英文原文
### **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 Senior Manager, Fraud Operations, 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.
### **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 our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.