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Because we believe connections unite us, possibilities fuels us, and moments define us.
Director Fraud Management
Reporting to the SVP Finance Consumer and Brand, the Director Fraud Management, will lead a large team and will be responsible for all aspects of Fraud Management. The successful candidate will make effective recommendations to senior business leaders (i.e., the ELT and their SLT) that while reducing/mitigating fraud costs, do not impede business initiatives or adversely affect customer experience. The Individual must develop strong relationships with their counterpart in other Telco’s in Canada and globally, to have a line of sight to domestic and global trends. In turn, the leader must be seen by their counterparts as having the experience and credibility to address complex fraud issues and developments. The successful candidate will have a proven track record in Fraud Management with prior experience in Telecommunications/Banking.
Strong leadership, communication, organizational and analytical skills are needed. In addition, a proven track record of delivering results through solid business partnerships is a must.
The incumbent will be expected to play a pivotal role in providing value added decision support and strategic thought leadership to all stakeholders.
What you’ll be doing:
Lead a team of fraud specialists in monitoring and detecting fraudulent activity perpetrated by external parties against Rogers.
Provide relevant information and guidance to the business on improving existing/implementing new processes, systems and controls to mitigate/reduce the cost of fraud.
Manage negative impact of fraud on customer experience by dealing directly with customers actually or potentially impacted by fraudulent activities of third parties.
Set business requirements and processes to support Senior Leadership strategy and meet operational targets and strategic initiatives
Create and implement programs to improve the effectiveness of loss prevention and detection of fraud and new risk trending
Evaluate new business initiatives and offerings to identify fraud exposure and safeguard revenue
Deliver feedback and recommendations on mitigating risk to the broader organization including
Maintain knowledge of current Industry fraud and loss prevention techniques, trends, counter measures, and technology
Establish and maintain strong relationships with internal/external groups to ensure awareness and understanding of current fraud trends, impacts to revenues business process and policies
Implement best practice strategies, standards, reporting and tools
Liaise with Revenue Assurance to address non fraud revenue leakages found by FM
Administer processes for management of cases referred to Corporate Investigations
Identify gaps or risks and work with Internal Audit, Information Security and other internal groups to resolve issues and mitigate risk
Establish efficient programs and processes for fraud detection and management of cases
Manage policies and processes for handling of fraud cases to promote positive Customer Experience
Implement KPI’s to monitor for effectiveness of programs
Review and select new technology and applications, work with vendors to customize and implement applications/software, facilitate upgrades, business cases, and requirements documents for these applications
Maintain knowledge of most current technology offerings and capabilities in the Industry
Ensure financial results are met through cost management, budgeting and forecasting, with a focus on reducing losses
Fraud activity and trends in Canada and globally affecting Telco’s; fraud prevention best practices and initiatives, including those of other Telco’s; business impacts of fraud; internal processes and policies
Expert knowledge in the aforementioned areas to execute on business objective to minimize fraud and reputational loss to Rogers, prevent privacy breaches of customers; and mitigate negative impact on customer experience.
University degree (BA, BComm) or relevant experience
10+ plus years experience
As part of the Recruitment process the successful Candidate will be required to complete background checks which will include criminal and credit checks.
Schedule: Full time
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Posting Category/Function: Finance & Accounting & Business Planning
Requisition ID: 200405
Together, we'll make more possible, and these six shared values guide and define our work:
Our people are at the heart of our success
Our customers come first. They inspire everything we do
We do what’s right, each and every day
We believe in the power of new ideas
We work as one team, with one vision
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