Senior Manager, Fraud Operations (Banking)

Wealthsimple; Toronto; Hybrid; CAD 155,000 - 175,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Employer match

Vacation days

Wellness days

Unlimited sick days

Mental health days

Hybrid work

Employee resource groups

Job summary

Wealthsimple is seeking a Senior Manager, Fraud Operations in Canada to lead a ~60-person cross-functional team spanning Cash & Banking, Investments & Crypto, and Identity & Onboarding. You’ll balance rigorous investigations with strategic safeguards, collaborating with Product, Engineering and Analytics to stop fraud without slowing legitimate clients.

You’ll drive operational performance, optimize workflows, and build a high-trust, continuous-improvement culture across a fast-growing fintech

Qualifications

• 7+ years of experience leading fraud operations and investigations in financial services or tech.
• 5+ years of experience directly managing and scaling multi-tiered operational teams.
• Proven track record of managing high-volume investigation queues and SLA levers.
• Inherit a high-volume queue and reduce time to resolution.
• Experience balancing fraud loss and customer friction in fast-paced environments.
• Strong analytical skills with large datasets and KPIs/KRIs.

Responsibilities

• Direct and scale multiple teams across three pillars: Cash & Banking, Investments & Crypto, Identity & Onboarding.
• Lead client-facing investigations from first contact to resolution via email/phone.
• Own operational metrics including capacity modeling, backlog reduction, and case resolution accuracy.
• Leverage banking rails (RT-Rail, EFTs, wires) to mitigate fraud.
• Partner with Product, Engineering, and Analytics to deflect fraud upstream.
• Implement workflows using automation and AI to reduce handle times.
• Mentor managers and leads, establish QA and continuous improvement culture.

Skills

Fraud operations

Team leadership

Banking payment rails

Data analysis

Queue management

SLA management

Investigation leadership

Advanced Excel

SQL

Grafana

Tools

Excel

Sheets

SQL

Grafana

Job description

Build something people love

Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.

Build something people love

Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.

We're proud of what we've built — and we're just getting started. Read our Culture Manual and learn more about how we work.

About The Role

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.

Skills & 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).

Highly Preferred (Nice-to-Have)

• 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)

Why Wealthsimple?

• 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. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work.

ICYMI

Technology & Innovation at Wealthsimple:

We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.

Inclusion Statement

We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Accessibility Statement

We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs.

AI in Hiring

We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.

Compensation Range: CA$155K - CA$175K