Director of Fraud Operations

Relay; Ottawa; On-site; CAD 110,000 - 150,000; Full time

Job summary

Relay, a fintech company, is seeking a Director of Fraud Operations to lead their risk team. This role involves scaling operations, improving workflows, and addressing fraud trends while mentoring a team of analysts. Join Relay and help craft a risk management strategy that supports small businesses effectively.

Benefits

Competitive salary and equity

Comprehensive health benefits

Flexible vacation and time off

Parental leave with top-up

Hybrid work environment

Personal and professional growth

Top-tier equipment

Social connection events

Qualifications

• 5+ years of experience managing a team.
• 7+ years of experience in banking or risk operations.
• Experience managing risk at scale.

Responsibilities

• Develop and mentor risk analysts.
• Optimize workflows and risk monitoring processes.
• Conduct in-depth analysis of suspected fraud cases.

Skills

Analytical ability

Problem solving

Attention to detail

Leadership

Adaptability

Job description

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Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money'.

Please note : This role is based out of Toronto, relocation support provided.

We’re looking for a Director of Fraud Operations to work with our Risk leadership team to scale our program and lead our growing team of Risk Analysts. As a leader in this space, your work will be critical in protecting Relay and our customers against fraud. In this role, you will analyze and act on existing trends while advising on our process to ensure we are delivering first class support to our clients. This is a unique opportunity to join a startup environment at an exciting point in our journey to scale - you will help us raise the bar in how we apply measures of risk to current and potential customers, while strengthening our risk team by improving our processes and operations.

If you thrive in, and are excited about the prospect of bringing your experience to a fast moving environment where you’ll get the chance to make a real impact on peoples’ lives, we want to hear from you!

What You’ll Be Doing

• Develop and mentor an existing team of risk analysts
• Scaling the capabilities of our risk team through automation and technology
• Optimize our workflows while identifying & integrating the right risk monitoring tools to make our processes more efficient
• Reduce friction in our processes so we can approve more legitimate customers and transactions without increasing fraud losses
• Evaluate BPO opportunities
• Work with the risk leadership team to redesign the onboarding and risk monitoring process
• Conduct in-depth analysis of suspected fraud cases and provide clear recommendations; resolve fraud cases with customers, interact with customers to validate information and authorizations
• Hire and train a team to adhere to these processes, while demonstrating your subject matter expertise about best practices and industry leading standards
• Report risk and business impact in an appropriate way for different audiences across our business to ensure we are responding in the most effective way to grow our products cross-functionally
• Champion ongoing learning and continuous improvement across your team and our business; provide support, education and training to staff to build risk awareness within the organization
• Perform detailed analysis and interpret information to make recommendations to leadership on critical strategies; undertake risk reporting to internal and external stakeholders-sharing weekly metrics for full transparency to help build a quality first product

Who You Are

• 5+ years of experience managing team, with at least 2 years experience in developing other leaders
• 7+ years of experience specifically in banking or risk operations
• Experience managing risk at scale - you understand how to balance automation with manual processes
• Adept with technical tools, you feel comfortable learning and exploring new software and making recommendations that will elevate our service
• You have strong analytical ability, attention to detail as well as problem solving skills to interpret data and draw conclusions
• You have the ability to work independently and manage a team, including managing cross-functional initiatives with your business partners
• You are an energetic and results-oriented person, committed to adding value to our business and inspire this same ethos with your team
• Flexible and adaptable, you understand our rapidly changing requirements; you have the ability to manage a range of tasks and issues simultaneously to deliver results

Nice To Have

• Previous experience from a start-up, product or fintech environment
• Analytical experience
• Experience working with or integrating BPOs

Our Commitment To You

• Competitive salary and meaningful equity : Relay employees are Relay owners, complete with equity and a competitive salary.
• Comprehensive health benefits : enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
• Flexible vacation and time off : every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
• Parental leave with top-up : we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents : birthing, non-birthing, and adoptive.
• Hybrid work environment : we value meaningful collaboration and connection at our Toronto office twice a week, with lunch, snacks, and beverages on us.
• Dog-friendly space : can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
• Personal and professional growth : through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
• Top-tier equipment : as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
• Social connection : we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities with industry leaders.

The Interview Process

• Stage 1 : A 45-minute Google Meets video call with a member of the People team.
• Stage 2 : A 45-minute interview via Google Meets with the hiring manager.
• Stage 3 : A 45-minute Values conversation with a member of our executive team.
• Stage 4 : A case study to form the basis of a 60-minute interview with a panel of our risk leaders.

Why Relay Might Be the Perfect Fit For You

• You push relentlessly for reinvention : You’re built to constantly ask, “How can this be better?” Change excites you and you drive it.
• You crave autonomy : We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering.
• You own your work : You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks.
• You treat comfort as a red flag : You seek growth. When things feel too comfortable, you lean into change. You’re excited about stepping into the unknown and navigating new terrain to create something better alongside your team.
• You care about impact, not noise : You care deeply about the substance of your work. You measure success by results, not recognition and you let your work speak for itself.
• You’re energized by complexity and ambiguity : You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.
• You seek out feedback : We value directness, clarity, and respect. We believe honesty fuels great work and career growth. You see feedback as a tool for learning and improvement, and you know that open, honest dialogue is key to achieving the best results — together.
• You’re here for more than a job : At Relay, everything we do is in service of our mission to help small businesses thrive. To drive impact and have purpose here, that mission must matter to you too.

We’re driving real change for small business owners, powered by truly remarkable people. At Relay, you’ll find the confidence to take chances, trust to take initiative, and the support you need to build a career you love. Here, we make sure every team member feels empowered to make big decisions, encourage to ask tough questions, and challenged to take risks that result in work we’re all proud of. We give you the baton–you run the Relay.

What’s Important To Us

Research shows that women-identifying and other marginalized individuals often apply only if they meet 100% of the qualifications. But no one is a perfect match on paper. If this role excites you, we’d love to hear from you and figure out together if it’s a great fit.

At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills.

We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.

Seniority level

Seniority level

Director

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

Banking

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