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About the Role

We are looking for a Senior Manager, Fraud Detection – Bilingual, to lead three managers and a large unionized frontline team in a highly operational environment focused on preventing and detecting fraudulent activations, account takeovers, and nuisance call fraud. The role is primarily focused on overseeing real-time activities, reviewing completed work, ensuring the quality and accuracy of investigations, and maintaining strong accountability for all fraud-related decisions. The Senior Manager is responsible for continuously monitoring fraud trends, understanding the root cause of financial losses, and guiding managers through escalations and emerging threats, while working closely with cross-functional partners to resolve operational and work-related issues. Leveraging deep expertise in telecommunications and fraud, this role also aims to recommend improvements to detection tools, processes, and methods to minimize risk exposure and effectively control fraud losses.

Responsibilities

Ability to coach and guide team leads who each own a portion of the portfolio.
Ensures alignment, consistency, and discipline in team execution.
Strong follow-through ability: setting expectations and ensuring work is completed.
Fosters fairness, transparency, and respect for the collective agreement.
Ability to enforce performance standards and develop dashboards aligned with operational expectations.
Skills in managing grievances, attendance issues, and productivity challenges calmly and professionally.
Ability to effectively manage high-volume, high-pressure operations daily.
Uses operational data to prioritize tasks, deploy resources, and adjust controls.
Makes quick, informed decisions when fraud spikes or incidents occur.
Takes ownership of portfolio fraud losses, gaps, and wins.
Establishes a culture of 'we close the loop,' 'we reduce exposure,' and 'we protect the customer experience.'
Ensures recurring issues and process gaps are identified and resolved.

Requirements

Bachelor's degree in management or equivalent experience.
High-volume operational environment.
At least 5 years of experience in a security or fraud-fighting environment.
Strong background in fraud prevention, investigative methods, and operational risk management.
Proven experience working in a fast-paced, metrics-driven, cross-functional environment.
Ability to react quickly to sudden fraud surges, system outages, and new patterns.
Skills in coordinating cross-functional teams during incidents.
Clearly communicates and reports issues when risk exposure is high.
Reads dashboards, alerts, and KPIs quickly and accurately.
Communicates expectations simply, consistently, and clearly.
Ability to inform team members and leaders concisely, and effectively explain operational changes.
Maintains credibility with employees, partners, and management.
Builds and maintains a strong internal network of key stakeholders.

Skills

Fraud prevention
Investigative methods
Operational risk management
Cross-functional coordination
Data analysis
Decision making
Communication
Leadership
Coaching
Performance management
Grievance management
Telecommunications fraud
Risk scoring tools
Fraud detection tools
Emerging threat knowledge
Future-focused recommendations

Location

Canada
Quebec
Montreal

Work Type

Hybrid
Permanent
Full-time

Experience Level

Senior
5+ years

Education Level

Bachelor's degree

Benefits

Competitive salary
Comprehensive benefits program
Medical, dental, vision, and mental health care
35% discount on services
Exclusive partner offers

About the Company

Bell is building a more connected future with world-class networks, AI-powered solutions, and digital experiences.
We empower our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth.
Bell is one of Canada's Top 100 Employers.

Equal Opportunity

Bell is committed to fostering an inclusive and accessible work environment where all team members feel valued, respected, supported, and included.
Bell is committed to ensuring transparency in its recruitment process.
We encourage individuals who may require accommodation during the hiring process to inform us.
Artificial intelligence may be used to assess certain aspects of your application.