Operations Consultant, Fraud Management - Waterloo, Canada - Manulife

Manulife

Verified Company

Waterloo, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business.

To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement
Hybrid

Are you passionate about safeguarding customers and businesses from financial fraud? Do you thrive in a dynamic, fast-paced environment? Join our team as a Fraud Operations Specialist and play a pivotal role in preventing, detecting, and investigating incidents of fraud.

Reporting directly to the Director of Bank Fraud Operations, you will have a dual mandate, combining project support and case management to combat organized crime activities targeting Manulife Bank and its customers.

As a key member of our team, you will:

Project Support (30% of your time):

Provide expertise in agile digitalization projects, new product development, and business changes
Document fraud requirements, analyze impacts on the business, and recommend solutions
Support the delivery requirements for Day 1 and Day 2 initiative releases

Case Management (70% of your time):

Investigate fraud disputes and customer complaints across product lines
Identify risks, distill lessons learned, and disseminate insights to operational staff and senior management
Assess escalated alerts and incidents, making informed decisions on which cases to pursue and how to mitigate risks
Continuously monitor cases to identify trends and provide recommendations to improve operational efficiencies

In addition to these responsibilities, you will lead a team of analysts in the day-to-day operations, focusing on preventing, detecting, and responding to organized crime activities targeting Manulife Bank and its customers.

What we are looking for:

5+ years of retail banking fraud experience
Strong attention to detail and excellent analytical and communication skills
Proven leadership abilities and the capability to thrive in a structured, fastpaced environment
Ability to influence, negotiate, and handle conflicts
Decisionmaking authority to deliver internal communication, lead complex projects, and support continuous improvements in processes and functions to increase operational efficiencies

What can we offer you?

A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong worklife balance. Professional development and leadership opportunities.

Our commitment to you

Valuesfirst culture

We lead with our Values every day and bring them to life together.

Boundless opportunity

We create opportunities to learn and grow at every stage of your career.

Continuous innovation

We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion

We champion an inclusive workplace where everyone thrives.

Championing Corporate Citizenship
We build a business that benefits all partners and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion).

We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer

Salary & Benefits
The annual base salary for this role is listed below.

Primary Location
Waterloo, Ontario

Salary range is expected to be between
$67,275.00 CAD - $112,125.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short