About the RoleAs 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.
ICYMITechnology & 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.
