Director, Fraud Strategy and Operations

As a trusted partner to advisors, at Manulife Bank, we deliver sophisticated lending solutions and financial strategies that don’t just grow wealth, they amplify it. Built on a foundation of excellence and driven by bold innovation, we empower advisors to deepen relationships, unlock potential, and redefine success for their clients. We’re looking for visionaries who understand where banking is headed; those who can blend the precision of complex financial products with the possibilities of cutting-edge technology. Join us, and be part of a team where banking drives extraordinary outcomes.

As the Director of Fraud Strategy and Operations (Line 1A), you will be joining a dedicated group of Bank Operations professionals where customer needs are top of mind. We strive for excellence in every interaction with internal and external partners. The Director of Fraud Strategy and Operations is a strategic leader who will lead the development and execution of strategies to prevent and detect fraudulent activities for Bank customers. You will oversee a team responsible for fraud prevention, detection, and investigation, ensuring the protection of our assets and the trust of our customers. and maintain compliance with internal and external standards and regulations.

Position Responsibilities:

• Strategic Leadership: Develop and implement comprehensive fraud prevention and detection strategies to mitigate risks across all business units.

• Team Management: Lead, mentor, and develop a high-performing fraud operations team, ensuring continuous improvement in skills and capabilities.

• Risk Assessment: Conduct regular risk assessments to identify vulnerabilities and develop action plans to address potential fraud threats.

• Collaboration: Work closely with cross-functional teams, including IT, legal, compliance, and delivery org, to ensure a coordinated approach to fraud prevention.

• Technology Utilization: Leverage advanced analytics, machine learning, and other technologies to enhance fraud detection and prevention capabilities.

• Policy Development: Stay informed of industry trends, regulatory changes, and emerging risks to proactively adjust control strategies and practices. Establish and enforce policies and procedures related to fraud risk management, ensuring compliance with industry standards and regulations.

• Performance Monitoring: Develop key performance indicators (KPIs) and metrics to measure the effectiveness of fraud prevention strategies and adjust as necessary.

• Incident Management: Oversee investigations of fraud incidents, ensuring timely resolution and implementing measures to prevent recurrence.

• Reporting: Provide regular reports to senior management on fraud trends, risks, and the effectiveness of fraud prevention strategies.

• Training and Awareness: Develop and deliver training programs to raise awareness of fraud risks and promote a culture of integrity across the organization.

Required Qualifications:

• Bachelor’s degree in finance, business administration, criminal justice, or a related field; CFE preferred.

• A minimum of 10 years of experience in fraud management, operational controls, risk management, audit or a related leadership role.

• Proven experience in fraud prevention, detection, and investigation, preferably in a leadership role.

• Strong understanding of fraud schemes, detection technologies, and regulatory requirements.

• Strong leadership and team management skills with the ability to foster a culture of compliance and continuous improvement.

Preferred Qualifications:

• Excellent analytical and problem-solving abilities with a focus on detail and accuracy.

• Exceptional communication and interpersonal skills, with the ability to effectively communicate complex control issues to diverse audiences.

• Ability to work collaboratively in a fast-paced, dynamic environment.

• Strong organizational and project management skills, with the ability to manage multiple priorities and deadlines.

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.