Assistant Vice President (AVP), Fraud Strategy and Operations

The AVP, Fraud Strategy and Operations is a senior leadership role in Manulife Bank, reporting to the VP Operations, is responsible for developing, implementing, and overseeing the Bank’s 1st line of defense fraud strategy and operational framework. This position ensures robust fraud prevention, detection, and response capabilities while maintaining compliance with regulatory requirements and aligning with enterprise risk objectives. The AVP will lead cross-functional initiatives to strengthen fraud controls, optimize operational efficiency, and drive innovation in fraud management practices.

Position Responsibilities:

Strategic Leadership:
• Develop and operationalize the Bank’s 1LoD fraud strategy aligned with business objectives and regulatory standards.
• Provide strategic direction for fraud prevention, detection, and mitigation programs across all fraud typologies.
• Partner with Bank senior leadership to integrate fraud risk considerations into organizational planning and publish annual fraud plan.
• Serve as the central point of accountability for fraud risk, aligning with CEO and Board expectations for integrated risk oversight

• Upgrade exec reporting to include KRI/KPI, forecasts, heatmaps; monthly performance packs.

Operational Oversight:
• Lead fraud operations teams responsible for alert management, investigations, and case resolution.
• Ensure timely and accurate reporting of fraud incidents to internal stakeholders and regulatory bodies.
• Oversee fraud stress testing and scenario planning to assess resilience.

Governance and Compliance:
• Establish and maintain governance frameworks for fraud risk management.
• Adopt COSO/ACFE framework; schedule semi-annual external benchmark reviews and formal law-enforcement engagement.
• Collaborate with the Global Anti-Fraud Office, Bank Compliance and other oversight bodies.

Innovation and Analytics:
• Drive adoption of advanced fraud detection tools, analytics, and automation by investing in advanced AI/ML detection; implement model governance & drift dashboards; automate triage/reporting.
• Monitor fraud model performance and implement corrective actions as needed.
• Identify emerging fraud trends and develop proactive strategies.

Leadership and People Management:
• Build and mentor a high-performing fraud strategy and operations team.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Launch certification-backed curriculum and publish competency matrix.

Required Qualifications:

• Bachelor’s degree in Business, Finance, Risk Management, or related field

• 10+ years of experience in fraud management, risk, or compliance within financial services.

• Certified Fraud Examiner (CFE) preferred.

• Proven track record in strategic planning and operational leadership.

• Strong knowledge of fraud detection systems, regulatory frameworks, and operational risk.

• Advanced analytical and problem-solving skills.

• Excellent communication and stakeholder management abilities

• Strong strategic thinking and execution skills.

• Demonstrated risk management and compliance expertise.

• Proven leadership and team development capability.

• Advanced data driven decision making skills.

• Excellent collaboration and influence abilities.

• Commitment to innovation and continuous improvement.

• Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.