Director of Fraud Operations

Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we're changing that. Relay is the all-in-one, collaborative money management platform. We're building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be 'on the money'.
We're looking for a Director of Fraud Operations to work with our Risk leadership team to scale our program and lead our growing team of Risk Analysts. As a leader in this space, your work will be critical in protecting Relay and our customers against fraud. In this role, you will analyze and act on existing trends while advising on our process to ensure we are delivering first class support to our clients. This is a unique opportunity to join a startup environment at an exciting point in our journey to scale - you will help us raise the bar in how we apply measures of risk to current and potential customers, while strengthening our risk team by improving our processes and operations.
If you thrive in, and are excited about the prospect of bringing your experience to a fast moving environment where you'll get the chance to make a real impact on peoples' lives, we want to hear from you!
What You'll Be Doing:
Develop and mentor an existing team of risk analysts

Scaling the capabilities of our risk team through automation and technology

Optimize our workflows while identifying & integrating the right risk monitoring tools to make our processes more efficient

Reduce friction in our processes so we can approve more legitimate customers and transactions without increasing fraud losses

Evaluate BPO opportunities

Work with the risk leadership team to redesign the onboarding and risk monitoring process

Conduct in-depth analysis of suspected fraud cases and provide clear recommendations; resolve fraud cases with customers, interact with customers to validate information and authorizations

Hire and train a team to adhere to these processes, while demonstrating your subject matter expertise about best practices and industry leading standards

Report risk and business impact in an appropriate way for different audiences across our business to ensure we are responding in the most effective way to grow our products cross-functionally

Champion ongoing learning and continuous improvement across your team and our business; provide support, education and training to staff to build risk awareness within the organization

Perform detailed analysis and interpret information to make recommendations to leadership on critical strategies; undertake risk reporting to internal and external stakeholders-sharing weekly metrics for full transparency to help build a quality first product

Who You Are:
5+ years of experience managing team, with at least 2 years experience in developing other leaders

7+ years of experience specifically in banking or risk operations

Experience managing risk at scale - you understand how to balance automation with manual processes

Adept with technical tools, you feel comfortable learning and exploring new software and making recommendations that will elevate our service

You have strong analytical ability, attention to detail as well as problem solving skills to interpret data and draw conclusions

You have the ability to work independently and manage a team, including managing cross-functional initiatives with your business partners

You are an energetic and results-oriented person, committed to adding value to our business and inspire this same ethos with your team

Flexible and adaptable, you understand our rapidly changing requirements; you have the ability to manage a range of tasks and issues simultaneously to deliver results

Nice to have:
Previous experience from a start-up, product or fintech environment

Analytical experience

Experience working with or integrating BPOs

Our Commitment To You
Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.

Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.

Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.

Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.

Hybrid work environment: we value meaningful collaboration and connection at our Toronto office twice a week, with lunch, snacks, and beverages on us.

Dog-friendly space: can dogs really make you happy and healthy? We don't know for sure, but since we don't want to chance it, our office is 100% floof-friendly.

Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.

Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.

Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities with industry leaders.

The Interview Process
Stage 1: A 45-minute Google Meets video call with a member of the People team.

Stage 2: A 45-minute interview via Google Meets with the hiring manager.

Stage 3: A 45-minute Values conversation with a member of our executive team.

Stage 4: A case study to form the basis of a 60-minute interview with a panel of our risk leaders.

We're driving real change for small business owners, powered by truly remarkable people. At Relay, you'll find the confidence to take changes, trust to take initiative, and the support you need to build a career you love. Here, we make sure every team member feels empowered to make big decisions, encourage to ask tough questions, and challenged to take risks that result in work we're all proud of. We give you the baton-you run the Relay.
What's Important to Us:
Research shows that women-identifying and other marginalized individuals tend to only apply when they meet 100% of the qualifications. If you don't have all the listed qualifications, we encourage you to apply anyway, and together we'll figure out if this is the best role for you!
At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills.
We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.
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