[Hiring] Senior Manager, Fraud Operations @Wealthsimple Technologies

Role Description

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.

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).

Requirements

• 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).

Benefits

• 🌸 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.