Director, Fraud Analytics & Risk Management

At Manulife Bank, protecting our customers, advisors, and business from financial crime is a critical strategic priority. As Director, Fraud Analytics & Risk Management, you will lead the Bank's fraud analytics and intelligence capabilities, leveraging advanced data analytics, customer risk modeling, and fraud technologies to proactively identify, detect, and mitigate fraud across all banking products, channels, and customer journeys.

This role is responsible for developing a data-driven fraud management ecosystem that delivers strong customer protection while enabling frictionless banking experiences. Working closely with Operations, Risk, Technology, Digital, Data & Analytics, and external partners, you will drive innovative solutions that enhance fraud detection, strengthen customer risk management, and improve fraud prevention outcomes.

Reporting to the AVP/VP, Fraud Strategy & Operations, you will play a key leadership role in shaping the future state fraud capability at Manulife Bank.

Position Responsibilities:

Lead Fraud Analytics & Intelligence

• Develop and execute the Bank's fraud analytics strategy across deposits, lending, mortgages, payments, digital banking, contact centre, and advisor channels.
• Establish proactive monitoring and analytical capabilities to detect emerging fraud risks, customer scams, account takeover attacks, identity theft, synthetic identities, mule activity, and organized fraud networks.
• Leverage internal and external data sources to identify fraud trends, vulnerabilities, and opportunities for control enhancement.
• Lead fraud intelligence and root-cause analysis activities to continuously improve detection and prevention effectiveness.
• Build meaningful analytics, dashboards, and executive reporting to support fraud management decision-making.

Own Customer Risk Scoring & Fraud Decisioning

• Design, develop, and continuously optimize customer fraud risk scoring models across the customer lifecycle.
• Enhance risk-based authentication, transaction monitoring, and fraud intervention strategies.
• Leverage behavioural analytics, device intelligence, digital signals, transaction patterns, and external intelligence to improve customer risk segmentation.
• Monitor model performance and ensure appropriate governance, oversight, validation, and recalibration.
• Support development of real-time fraud detection and decisioning capabilities as the Bank evolves its payments and digital banking ecosystem.

Advance Fraud Technology Capabilities

• Lead evaluation, implementation, and optimization of fraud technology solutions that strengthen the Bank's fraud prevention capabilities.
• Partner with vendors to implement prevention and detection fraud toolkits
• Develop business cases and strategic recommendations for fraud technology investments.
• Manage vendor relationships, performance expectations, and ongoing solution effectiveness reviews.

Strengthen Fraud Risk Management

• Lead comprehensive fraud risk assessments across products, processes, channels, and strategic initiatives.
• Partner with Enterprise Risk Management and Compliance teams to ensure fraud risks are appropriately identified, measured, monitored, and mitigated.
• Define and maintain fraud risk indicators, thresholds, risk appetite metrics, and reporting frameworks.
• Identify control gaps and drive remediation strategies.
• Support regulatory, audit, and governance reviews related to fraud risk management.

Enable Data-Driven Fraud Prevention

• Partner with Analytics on developing predictive models to improve fraud detection and prevention outcomes.
• Leverage machine learning, network analytics, behavioural analytics, anomaly detection, and AI-enabled capabilities where appropriate.
• Balance fraud loss reduction objectives with customer experience considerations.
• Translate complex analytical findings into actionable business recommendations for senior leadership.

Lead and Develop a High-Performing Team

• Build and lead a team of fraud analytics, fraud intelligence, and risk professionals.
• Foster a culture of innovation, continuous improvement, accountability, and customer focus.
• Coach and develop talent while building future fraud analytics capabilities for the Bank.
• Serve as a trusted advisor to executives and stakeholders on fraud risk trends, emerging threats, and mitigation strategies.

Required Qualifications:

• University degree in Statistics, Mathematics, Data Science, Computer Science, Business, Finance, Risk Management, or a related discipline.
• 10+ years of experience in fraud analytics, fraud risk management, financial crimes, banking analytics, or advanced data analytics.
• Deep understanding of fraud risks across retail banking products and customer journeys.
• Experience developing fraud detection models, customer risk scoring frameworks, and fraud monitoring programs.
• Experience managing fraud technology vendors and implementing fraud

Preferred Qualifications:

• Strong executive communication and stakeholder management skills.
• Graduate degree in a quantitative or business discipline. Professional certifications such as:
  • Certified Fraud Examiner (CFE)
  • Certified Anti-Money Laundering Specialist (CAMS)
  • Certified Analytics Professional (CAP)

• Experience with machine learning and AI-enabled fraud detection solutions.
• Experience supporting real-time payments, digital banking, and emerging payment ecosystems.
• Experience working with SQL, Python, SAS, Power BI, Tableau, machine learning and predictive analytics tools, fraud detection and case management platforms, identity verification technologies, behavioural analytics solutions, and device intelligence platforms to support data-driven decision-making, fraud prevention, and operational effectiveness.

Success in This Role

You will be successful if you:

• Demonstrate strategic thinking and strong business acumen.
• Drive measurable improvements in fraud control effectiveness.
• Proactively identify emerging fraud risks before they impact customers.
• Build strong partnerships across the Bank and Enterprise.
• Translate complex fraud risks into actionable business recommendations.
• Balance customer experience, operational efficiency, regulatory requirements, and risk management objectives

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.

#LI-HYBRID

The role being advertised is an existing vacancy.

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 [email protected].

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$125,100.00 CAD - $175,100.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

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 [email protected] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.