Sr. Manager, Fraud Detection Bilingual

Summary

We are seeking a Senior Manager Fraud Detection Bilingual to lead three managers and a large unionized frontline team in a highly operational environment focused on preventing and detecting fraudulent activations account takeovers and nuisancecalling fraud. The role is primarily centered on overseeing realtime activity reviewing completed work ensuring quality and accuracy in investigations and maintaining strong accountability for all fraudrelated decisions. The Senior Manager is responsible for continuously monitoring fraud trends understanding where financial losses originate and guiding managers through escalations and emerging threats while working closely with crossfunctional partners to resolve operational and labourrelated issues. Leveraging deep telecommunications and fraud domain expertise this role also focuses on recommending improvements to tools processes and detection methods to minimize risk exposure and effectively control fraud losses.

Key Responsibilities

• Ability to coach and guide team leaders who each own part of the portfolio.
• Ensures alignment consistency and discipline in team execution.
• Strong ability to follow up: setting expectations and ensuring work is completed.
• Promotes fairness transparency and respect for the collective agreement.
• Ability to apply performance standards and develop scorecards aligned with operational expectations.
• Skilled in managing grievances attendance issues and productivity challenges calmly and professionally.
• Capable of running highvolume highpressure operations efficiently every day.
• Uses operational data to prioritize tasks deploy resources and adjust controls.
• Makes fast confident decisions when fraud spikes or incidents occur.
• Takes responsibility for the portfolios fraud losses gaps and successes.
• Builds a culture of we close loops we reduce exposure and we protect customer experience.
• Ensures recurring issues and process gaps are identified and resolved.

Critical Qualifications

• Bachelors degree in Management or equivalent
• Experience in a highvolume operational environment.
• Minimum 5 years of experience in a security or antifraud environment.
• Strong background in fraud prevention investigative methods and operational risk management.
• Proven experience working in a fastpaced metricsdriven crossfunctional environment.

Preferred Qualifications

• Fraudrelated professional certification (e.g. CFE CAFC CFCS or equivalent).
• Experience with telcospecific fraud detection tools or riskscoring platforms.
• Deep Telco Knowledge: Understands endtoend telco operations (activations billing/credits provisioning device lifecycle channels/partners care/tech support credit/collections roaming) and how systems (CRM order orchestration payment rails identity services) affect fraud exposure and customer experience.
• Fraud Best Practices: Applies strong fraud controls (KYC/KIDV MFA hardening behavioural rules IMEI/device intelligence SIM/eSIM safeguards changecontrol gating stepup authentication chargeback mitigation) ensuring alignment across Fraudulent Activations ATO and Nuisance Calling portfolios.
• Emerging Threat Awareness: Tracks new socialengineering patterns bot/farm behaviour synthetic IDs mule accounts callspoofing/spam campaigns and fraudster adaptation to controls.
• FutureFocused Recommendations: Evaluates and recommends improvements to signals models fraud tools and controls.

Additional Requirements

• Able to respond quickly to sudden fraud waves system outages and new patterns.
• Skilled at coordinating crossfunctional teams during incidents.
• Clearly communicates and escalates issues when risk exposure is high.
• Reads dashboards alerts and KPIs quickly and accurately.
• Communicates expectations simply consistently and clearly.
• Able to brief team members and executives concisely and explain operational changes effectively.
• Maintains credibility with employees partners and leadership.
• Builds and maintains a strong internal network of key stakeholders.