[Hiring] Director, Loss Mitigation Operations @KOHO

Role Description

Reporting to the Head of Credit Product, Lending Strategy and Loss Mitigation, the Director, Loss Mitigation Operations is going to be a part of a team that runs every process after something has gone wrong on a customer’s account:

• A fraudulent transaction
• A disputed charge
• An identity we can’t verify
• A screening hit
• Money that moved the wrong way
• A payment that wasn’t made

Today, most cases are resolved by hand, one decision at a time. Your job is to turn that into a standardized, measured, in some cases outsourced operation that costs less per case while protecting good customer outcomes.

What You’ll Be Doing:

• Accountable for performance across five domains:
  • Transaction fraud and merchant disputes
  • Identity and account access
  • First-line AML and screening operations
  • Money movement and balance recovery
  • Collections and recoveries
• Real-time oversight of every queue — volumes, service levels, quality and losses.
• Building collections and recoveries operations end to end.
• Owning the outsourced service model — leading the in-flight provider transition and offboarding.
• Turning repeated judgment into rules: decision thresholds, approval limits, named approvers and procedures.
• Identifying, delivering and validating automation that removes manual work and cost.
• Operational readiness gate for lending products launching out of the bank.
• Leading a lean internal team that delivers through our partners.

Qualifications

• 10+ years of experience in financial services operations.
• 5+ years leading managers and large, multi-line teams in a regulated environment.
• Real depth in at least two of: card disputes and chargebacks, transaction fraud, identity, AML operations, or collections and recoveries.
• Working knowledge of card network rules and Canadian AML obligations.
• Experience in standing up or transitioning an outsourced provider.
• Ability to analyze costs and recoveries end to end.
• Strong cross-functional leadership skills.

Requirements

• Ability to write rules and drive cross-functional work.
• Experience in managing service levels, pricing, and training for outsourced providers.
• Capability to translate analysis into proposals with clear financial metrics.
• Experience in leading teams and managing stakeholder relationships.

Benefits

• Budgeted salary range: $180,000 - 210,000 CAD / year.
• Pay transparency based on various factors including market data, skill assessment, and internal equity.