Manager – Fraud Chargeback & Recovery

Manager – Fraud Chargeback & Recovery

Requirements

• Demonstrated leadership experience
• In-depth knowledge of debit card dispute processing (pre/post chargeback)
• Knowledge of Regulation E, NACHA, Zelle, ATM, and Mastercard core rules
• Proficiency in Microsoft Office
• Investigative or compliance related experience
• Knowledge of banking products, services, processes, and organization is an asset
• Deep knowledge and technical proficiency gained through extensive education and business experience
• Verbal & written communication skills – In-depth
• Collaboration & team skills – In-depth
• Analytical and problem solving skills – In-depth
• Influence skills – In-depth
• Data driven decision making – In-depth

Responsibilities

• Manage a high-performing team of onshore & offshore analysts
• Handle a significant volume of electronic funds transfer disputes
• Ensure full compliance with Regulation E, AML and other relevant banking & association requirements
• Oversee the day-to-day operational processes for the disputes team
• Conduct investigations to identify, assess, decision and report on activity that indicates an exposure to financial crimes
• Ensure potential threats and investigations are evaluated, documented, managed and escalated
• Provide subject matter expertise and oversight of criminal risk
• Foster a culture aligned to BMO purpose, values and strategy
• Ensure alignment between values and behaviour that fosters diversity and inclusion
• Regularly connect work to BMO’s purpose, set inspirational goals, define clear expected outcomes, and ensure clear accountability for follow through
• Build interdependent teams that collaborate across functional and operating groups
• Attract, retain, and enable the career development of top talent
• Improve team performance, recognize and reward performance, coach employees, support their development, and manage poor performance
• Act as a trusted advisor to assigned business/group
• Influence and negotiate to achieve business objectives
• Recommend and implement solutions based on analysis of issues and implications for the business
• Assist in the development of strategic plans
• Identify emerging issues and trends to inform decision-making
• Help determine business priorities and best sequence for execution of business/group strategy
• Conduct independent analysis and assessment to resolve strategic issues
• Support the execution of strategic initiatives in collaboration with internal and external stakeholders
• Build effective relationships with internal/external stakeholders
• Ensure alignment between stakeholders
• Break down strategic problems, and analyse data and information to provide insights and recommendations
• Integrate information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting
• Build change management plans of varying scope and type
• Lead or participate in a variety of change management activities
• Perform in-depth, holistic investigations and provide consultation and analysis to stakeholders
• Develop and manage a business/group program
• Review the program for effectiveness, consider industry trends and recommend enhancements
• Lead/participate in the design, implementation and management of core business/group processes
• Monitor and analyze various information provided through detection systems, tools, reports, or manually
• Support the collection of evidence and information for multiple purposes
• Document actions and information found throughout the investigation
• Develop and maintain an understanding of the financial crime management processes, frameworks and techniques
• Gather and format data into regular and ad-hoc reports, and dashboards
• Analyze data and information to provide insights and recommendations
• Execute routine tasks such as service requests, transactions, queries etc. within relevant service level agreements
• Provide notification, information and instructions to internal/external stakeholders related to incidents as necessary
• Provide specialized consulting, analytical and technical support
• Exercise judgment to identify, diagnose, and solve problems within given rules
• Work independently and regularly handle non-routine situations

Preferred Qualifications

• Team management and Leadership experience – Preferred
• Chargeback & Recovery experience – Preferred
• Mastercard and VISA chargeback process experience – Asset