Requisition ID: 264922
The TeamThe Global Fraud Technology team develops and manages enterprise fraud response capabilities that enable Scotiabank to rapidly investigate, contain, and remediate fraud across all products, channels, and geographies. We partner closely with Fraud Operations, Contact Centres, Payments, Digital Banking, Risk Management, Corporate Security, AML, and Enterprise Technology teams to deliver industry-leading fraud response solutions that protect customers while minimizing operational friction.
As part of Global Technology, we are responsible for the platforms, workflows, integrations, and operational tooling that support fraud investigations, case management, customer intervention, account controls, scam response, recovery processes, and fraud operations effectiveness.
The RoleThe Director, Global Fraud Technology - Fraud Response is accountable for the strategy, delivery, modernization, and operation of the Bank's fraud response technology ecosystem. This role leads teams responsible for fraud case management platforms, workflow orchestration, investigator tooling, customer remediation capabilities, operational decisioning, fraud recovery processes, and fraud operations enablement technologies.
The Director works closely with Fraud Operations leadership to define and execute the future-state operating model for fraud response, ensuring technology investments improve customer outcomes, investigator productivity, fraud containment effectiveness, and operational efficiency.
The role ensures business strategies, plans, and initiatives are executed in compliance with governing regulations, internal policies, security standards, and enterprise technology frameworks.
Key AccountabilitiesStrategy & Leadership- Develop and execute the multi-year fraud response technology strategy and roadmap aligned with enterprise fraud objectives.
- Define the target-state fraud response ecosystem, including case management, workflow automation, customer intervention, scam response, fraud recovery, and investigator enablement capabilities.
- Partner with Fraud Operations, Contact Centres, Payments, Digital Banking, and Risk teams to identify opportunities to improve operational effectiveness and customer experience.
- Lead modernization initiatives that transform manual processes into intelligent, automated, and scalable workflows.
- Establish technology standards, governance frameworks, and operating models for fraud response platforms globally.
- Drive strategic vendor relationships and technology partnerships supporting fraud operations capabilities.
Fraud Operations Enablement- Own the technology platforms supporting fraud investigations and fraud operations teams globally.
- Deliver capabilities that improve investigator efficiency, decision consistency, and operational effectiveness.
- Enable end-to-end workflow orchestration across fraud alerts, investigations, customer outreach, account restrictions, recovery activities, and case resolution.
- Partner with operational leaders to optimize investigator experiences and reduce operational complexity.
- Establish technology capabilities that support workload management, prioritization, escalation, and performance monitoring.
Case Management & Workflow Platforms- Own the strategy and evolution of enterprise fraud case management capabilities.
- Lead implementation and modernization of workflow platforms supporting fraud investigations and response processes.
- Ensure seamless integration between fraud detection systems, operational workflows, customer servicing platforms, and core banking systems.
- Drive workflow automation initiatives to reduce manual effort and accelerate fraud response times.
- Enable real-time decision execution, case routing, escalation management, and operational controls.
Customer Protection & Scam Response- Lead technology capabilities supporting customer intervention and fraud containment activities.
- Deliver solutions that enable rapid account protection, payment holds, transaction blocking, account recovery, and customer notification processes.
- Partner with business stakeholders to enhance scam response and customer protection capabilities.
- Support development of customer-facing fraud response experiences across digital and assisted channels.
- Improve customer remediation journeys while balancing fraud prevention and customer experience objectives.
Data, Analytics & Operational Intelligence- Deliver operational intelligence capabilities that provide visibility into fraud response effectiveness, workload trends, investigator performance, and customer outcomes.
- Enable integration of fraud detection signals into operational response workflows.
- Support advanced analytics, prioritization models, and intelligent case routing capabilities.
- Establish performance measurement frameworks and reporting capabilities across fraud operations platforms.
- Leverage AI and automation technologies to improve investigation effectiveness and operational productivity.
Risk, Governance & Compliance- Ensure fraud response technologies operate within the Bank's risk appetite and governance framework.
- Establish controls supporting regulatory requirements, privacy obligations, customer protection standards, and operational risk management.
- Partner with Audit, Compliance, Risk Management, and Corporate Security teams to maintain effective governance and oversight.
- Ensure operational resiliency, disaster recovery readiness, and business continuity capabilities across the fraud response portfolio.
- Maintain strong controls around customer-impacting actions, account restrictions, and operational decision execution.
Operational Excellence- Drive measurable improvements in fraud containment effectiveness, investigator productivity, customer satisfaction, and operational efficiency.
- Establish and monitor key performance indicators, service-level objectives, operational metrics, and business outcomes.
- Ensure effective production support, incident management, and platform reliability processes.
- Lead technology financial management, vendor performance management, and capacity planning activities.
- Foster a culture of continuous improvement and operational excellence.
Talent Leadership- Build, lead, and develop high-performing teams across engineering, product management, platform delivery, and operations technology.
- Coach and mentor senior managers and technology leaders.
- Foster a culture of accountability, innovation, collaboration, and customer-centricity.
- Champion Agile delivery methodologies, DevSecOps practices, and product-oriented operating models.
- Develop succession plans and long-term talent strategies for critical leadership and technical roles.
General- Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Understands how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursues effective and efficient operations in accordance with Scotiabank's Values, Code of Conduct, and Global Sales Principles while ensuring the adequacy, adherence to, and effectiveness of business controls relating to operational, compliance, AML/ATF/sanctions, conduct, and technology risk.
What You Will Bring to SucceedMust Have- 10+ years of progressive technology leadership experience within enterprise technology organizations.
- 5+ years of experience leading fraud operations technology, investigations technology, operational workflow platforms, case management systems, or related financial crime technology functions.
- 5+ years of leadership experience managing managers and multidisciplinary teams.
- Deep understanding of fraud operations processes, fraud investigations, customer remediation, and fraud response workflows.
- Experience implementing enterprise workflow, case management, and operational decisioning platforms.
- Strong understanding of cloud technologies, enterprise integration patterns, APIs, event-driven architectures, and operational platforms.
- Experience managing large-scale technology portfolios, budgets, strategic roadmaps, and vendor relationships.
- Proven ability to drive operational transformation and workflow automation initiatives.
- Strong executive communication and stakeholder management skills.
- Experience operating within highly regulated financial services environments.
Nice to Have- Experience with fraud case management platforms, workflow engines, investigation tools, and operational orchestration technologies.
- Experience supporting scam prevention, customer protection, and fraud recovery initiatives.
- Knowledge of AI-assisted investigations, intelligent workflow automation, and operational analytics.
- Experience with fraud operations, payments operations, contact centre technologies, or financial crime investigations.
- Understanding of regulatory requirements related to fraud management, customer protection, and operational risk.
- Experience leading global teams across multiple geographies.
The Workplace- We are technology partners who help the business transform how our employees around the world work.
- We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
- You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
- We foster an environment of innovation and continuous learning.
- We care about our people, allowing them to design how they work to deliver amazing results.
- We offer a competitive total rewards package, including a performance bonus, company matching programs (on pension & profit sharing), and generous vacation.
Location(s): Canada : Ontario : Toronto
