Fraud Operations Manager - Cards

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As the Fraud Operations Manager, Cards, you will lead a high-performing team responsible for protecting customers and the bank from card fraud-related losses. You will oversee fraud detection, investigation, authentication, and prevention activities while driving operational excellence, risk mitigation, and continuous improvement across card fraud operations. This role combines people leadership, strategic oversight, and deep fraud expertise, requiring the ability to analyze emerging fraud trends, influence business decisions, optimize operational performance, and partner with stakeholders across the enterprise to strengthen fraud controls and customer outcomes.

Key responsibilities

• Lead and develop a team of fraud professionals responsible for the detection, investigation, authentication, and resolution of card fraud cases across the customer lifecycle.
• Drive operational excellence by balancing fraud loss prevention, customer experience, productivity, and service-level commitments within a fast-paced 24/7 fraud environment.
• Oversee complex fraud investigations, ensuring threats are identified, assessed, escalated, and resolved in accordance with regulatory requirements, internal policies, and risk frameworks.
• Act as the primary fraud subject matter expert for card products, providing guidance on emerging fraud risks, investigative strategies, and loss mitigation opportunities.
• Analyze fraud trends, attack patterns, customer impacts, and operational data to deliver actionable insights and recommendations that strengthen fraud controls.
• Partner with senior leaders, risk management, technology, product, and operations teams to develop and implement strategies that enhance fraud detection and prevention capabilities.
• Lead the design, implementation, and continuous improvement of fraud processes, controls, and operational programs to improve efficiency, effectiveness, and customer outcomes.
• Build and maintain strong relationships with internal stakeholders, law enforcement agencies, card networks, and financial institutions to support investigations and intelligence sharing.
• Monitor key performance indicators, fraud losses, operational metrics, and investigation quality standards, taking action to address risks and improve team performance.
• Champion a culture of accountability, inclusion, and continuous learning by coaching, mentoring, and developing talent while building a strong leadership pipeline.
• Lead change initiatives and strategic projects, ensuring successful implementation of new tools, technologies, operating models, and fraud prevention solutions.
• Provide strategic leadership on card fraud risk by identifying emerging threats, influencing business priorities, and ensuring fraud operations remain aligned with the bank's risk appetite, regulatory obligations, and growth objectives

Qualifications:

• 5 + years of demonstrated leadership experience managing teams within a fraud operations, fraud risk, or financial crimes environment.
• Deep knowledge of debit and credit card fraud operations, including fraud investigations, fraud prevention, customer authentication, and fraud trend analysis.
• Proven ability to lead teams, make risk-based decisions, and drive operational performance in a fast-paced banking environment.
• Investigative or compliance related experience is required.
• Knowledge of banking products, services, processes, and organization is an asset.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.