Director, Global Fraud Technology - Scotiabank, Toronto

About the role

As the Director, Global Fraud Technology – Fraud Response at Scotiabank, you will be accountable for the comprehensive strategy, delivery, modernization, and ongoing operation of the Bank’s fraud response technology ecosystem. This pivotal role involves leading dedicated teams focused on critical areas such as fraud case management platforms, workflow orchestration, investigator tooling, and customer remediation capabilities.

You will work closely with Fraud Operations leadership to define and execute the future-state operating model for fraud response. This ensures that all technology investments are strategically aligned to improve customer outcomes, enhance investigator productivity, bolster fraud containment effectiveness, and drive overall operational efficiency across the Bank's global operations.

A key aspect of this role is ensuring that all business strategies, plans, and initiatives are executed in full compliance with governing regulations, internal policies, stringent security standards, and established enterprise technology frameworks.

Responsibilities

Key accountabilities for this Director, Global Fraud Technology role include:

• Develop and execute the multi-year fraud response technology strategy and roadmap aligned with enterprise fraud objectives.
• Define the target-state fraud response ecosystem, including case management, workflow automation, customer intervention, scam response, fraud recovery, and investigator enablement capabilities.
• Partner with Fraud Operations, Contact Centres, Payments, Digital Banking, and Risk teams to identify opportunities to improve operational effectiveness and customer experience.
• Lead modernization initiatives that transform manual processes into intelligent, automated, and scalable workflows.
• Establish technology standards, governance frameworks, and operating models for fraud response platforms globally.
• Drive strategic vendor relationships and technology partnerships supporting fraud operations capabilities.

In the area of Fraud Operations Enablement, you will:

• Own the technology platforms supporting fraud investigations and fraud operations teams globally.
• Deliver capabilities that improve investigator efficiency, decision consistency, and operational effectiveness.
• Enable end-to-end workflow orchestration across fraud alerts, investigations, customer outreach, account restrictions, recovery activities, and case resolution.
• Partner with operational leaders to optimize investigator experiences and reduce operational complexity.
• Establish technology capabilities that support workload management, prioritization, escalation, and performance monitoring.

For Case Management & Workflow Platforms, responsibilities include:

• Own the strategy and evolution of enterprise fraud case management capabilities.
• Lead implementation and modernization of workflow platforms supporting fraud investigations and response processes.
• Ensure seamless integration between fraud detection systems, operational workflows, customer servicing platforms, and core banking systems.
• Drive workflow automation initiatives to reduce manual effort and accelerate fraud response times.
• Enable real-time decision execution, case routing, escalation management, and operational controls.

Regarding Customer Protection & Scam Response, you will:

• Lead technology capabilities supporting customer intervention and fraud containment activities.
• Deliver solutions that enable rapid account protection, payment holds, transaction blocking, account recovery, and customer notification processes.
• Partner with business stakeholders to enhance scam response and customer protection capabilities.
• Support development of customer-facing fraud response experiences across digital and assisted channels.
• Improve customer remediation journeys while balancing fraud prevention and customer experience objectives.

In Data, Analytics & Operational Intelligence, you are expected to:

• Deliver operational intelligence capabilities that provide visibility into fraud response effectiveness, workload trends, investigator performance, and customer outcomes.
• Enable integration of fraud detection signals into operational response workflows.
• Support advanced analytics, prioritization models, and intelligent case routing capabilities.
• Establish performance measurement frameworks and reporting capabilities across fraud operations platforms.
• Leverage AI and automation technologies to improve investigation effectiveness and operational productivity.

For Risk, Governance & Compliance, duties include:

• Ensure fraud response technologies operate within the Bank’s risk appetite and governance framework.
• Establish controls supporting regulatory requirements, privacy obligations, customer protection standards, and operational risk management.
• Partner with Audit, Compliance, Risk Management, and Corporate Security teams to maintain effective governance and oversight.
• Ensure operational resiliency, disaster recovery readiness, and business continuity capabilities across the fraud response portfolio.
• Maintain strong controls around customer-impacting actions, account restrictions, and operational decision execution.

To drive Operational Excellence, you will:

• Drive measurable improvements in fraud containment effectiveness, investigator productivity, customer satisfaction, and operational efficiency.
• Establish and monitor key performance indicators, service-level objectives, operational metrics, and business outcomes.
• Ensure effective production support, incident management, and platform reliability processes.
• Lead technology financial management, vendor performance management, and capacity planning activities.
• Foster a culture of continuous improvement and operational excellence.

Regarding Talent Leadership, you are responsible for:

• Build, lead, and develop high-performing teams across engineering, product management, platform delivery, and operations technology.
• Coach and mentor senior managers and technology leaders.
• Foster a culture of accountability, innovation, collaboration, and customer-centricity.
• Champion Agile delivery methodologies, DevSecOps practices, and product-oriented operating models.
• Develop succession plans and long-term talent strategies for critical leadership and technical roles.

General accountabilities also include:

• Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations in accordance with Scotiabank’s Values, Code of Conduct, and Global Sales Principles while ensuring the adequacy, adherence to, and effectiveness of business controls relating to operational, compliance, AML/ATF/sanctions, conduct, and technology risk.

Qualifications

To succeed in this role, you will bring a combination of extensive experience and specific skills:

Must Have:

• 10+ years of progressive technology leadership experience within enterprise technology organizations.
• 5+ years of experience leading fraud operations technology, investigations technology, operational workflow platforms, case management systems, or related financial crime technology functions.
• 5+ years of leadership experience managing managers and multidisciplinary teams.
• Deep understanding of fraud operations processes, fraud investigations, customer remediation, and fraud response workflows.
• Experience implementing enterprise workflow, case management, and operational decisioning platforms.
• Strong understanding of cloud technologies, enterprise integration patterns, APIs, event-driven architectures, and operational platforms.
• Experience managing large-scale technology portfolios, budgets, strategic roadmaps, and vendor relationships.
• Proven ability to drive operational transformation and workflow automation initiatives.
• Strong executive communication and stakeholder management skills.
• Experience operating within highly regulated financial services environments.

Nice to Have:

• Experience with fraud case management platforms, workflow engines, investigation tools, and operational orchestration technologies.
• Experience supporting scam prevention, customer protection, and fraud recovery initiatives.
• Knowledge of AI-assisted investigations, intelligent workflow automation, and operational analytics.
• Experience with fraud operations, payments operations, contact centre technologies, or financial crime investigations.
• Understanding of regulatory requirements related to fraud management, customer protection, and operational risk.
• Experience leading global teams across multiple geographies.

The team

The Global Fraud Technology team at Scotiabank is dedicated to developing and managing enterprise fraud response capabilities. This team plays a crucial role in enabling the Bank to rapidly investigate, contain, and remediate fraud across all products, channels, and geographies. They partner closely with various internal teams, including Fraud Operations, Contact Centres, Payments, Digital Banking, and Risk Management, to deliver industry-leading fraud response solutions that protect customers while minimizing operational friction.

As part of Global Technology, the team is responsible for the platforms, workflows, integrations, and operational tooling that support fraud investigations, case management, customer intervention, account controls, scam response, recovery processes, and overall fraud operations effectiveness. Scotiabank fosters an inclusive and collaborative working environment that encourages creativity, curiosity, and continuous learning, allowing employees to design how they work to deliver amazing results.

As Canada's International Bank, Scotiabank is a diverse and global team, valuing the unique skills and experiences each individual brings. They are committed to creating an inclusive and accessible environment for everyone. Scotiabank offers a competitive total rewards package, including a performance bonus, company matching programs (on pension & profit sharing), and generous vacation.