diversity manager

*POSITION SUMMARY*

Digital Commerce Bank (DC Bank), a Canadian Schedule I Bank, is seeking an experienced Fraud & Chargeback Manager to lead the Bank's fraud prevention, chargeback operations, payment risk management and fraud investigation functions. The role is accountable for protecting customers and the Bank while supporting secure growth and an efficient customer experience.

*The Opportunity*

The successful candidate will develop and execute fraud prevention strategies across DC Bank?s payment processing and banking products and services. The role works closely with the Operations, Compliance and Risk functions.

*Key Responsibilities:*

*Fraud Risk Management*

• Develop, implement and maintain the Bank's enterprise fraud risk management framework, policies, standards and operating procedures.
• Identify emerging fraud trends, attack vectors, control gaps and operational vulnerabilities; translate findings into preventive and detective controls.

• Design and optimize fraud rules, alerts, risk scoring, monitoring thresholds and escalation protocols across customer onboarding, account servicing and payments.
• Establish fraud risk appetite metrics and recommend actions to reduce losses while minimizing false positives and unnecessary customer friction.

Fraud Monitoring & Investigations

• Oversee real-time and post-transaction monitoring, alert triage, case management, account restrictions and escalation decisions.
• Direct investigations involving fraud.

• Ensure investigations are timely, evidence-based and clearly documented, including root-cause analysis, loss attribution and recommended control improvements.
• Coordinate with Compliance on matters that may require regulatory reporting, law-enforcement engagement or enhanced monitoring.

• Oversee the timely and fair resolution of fraud-related customer complaints and escalations.

*Chargebacks & Disputes*

• Manage the end-to-end chargeback and dispute lifecycle, including intake, investigation, filing, representment, pre-arbitration, recovery and reconciliation.
• Maintain compliance with applicable network rules, timeframes and evidence requirements.

• Monitor chargeback performance across business.

*Data, Technology & Reporting*

• Analyze transaction, customer, device and case data to identify fraud patterns, trends and emerging risks.
• Develop and maintain dashboards and management reporting.

• Own the performance and continuous tuning of fraud monitoring and case-management tools; document rule changes, testing and outcomes.
• Provide concise reporting and recommendations to senior management and relevant risk or governance committees.

• Evaluate identity verification, device intelligence, behavioural analytics and fraud prevention solutions in partnership with Technology and Product teams.

*Governance, Compliance & Audit*

• Support compliance with applicable Canadian banking, anti-money laundering, privacy, consumer protection and payments requirements, including the Bank Act, PCMLTFA, RPAA and Payments Canada rules.
• Maintain complete records and management information to support internal audit, external audit, regulatory examinations and partner reviews.

• Ensure fraud and chargeback procedures contain clear ownership, decision authority, escalation criteria, evidence standards and quality controls.
• Lead periodic control testing, incident reviews and lessons-learned exercises; track remediation to completion.

*Leadership & Stakeholder Management*

• Lead, coach and develop fraud and chargeback analysts; establish workload, quality, productivity and service standards.
• Act as the Bank's subject-matter expert for fraud risk, chargebacks and payment disputes.

• Manage relationships with payment networks, processors, fraud technology providers, banking partners and fintech clients.
• Partner with Product, Technology, Compliance, Operations and Client Management to embed fraud controls into product design and change delivery.

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