Synopsis of the role The Director, Fraud Operations, is responsible for strategic leadership, managing professional services revenue and profitability, and cross-functional collaboration. Key duties include ensuring successful project delivery, managing client relationships and business expansion opportunities, and leading and developing the team. The role also involves process improvement, optimizing tools, monitoring industry trends, and financial oversight, including budget management and achieving financial targets. What you will do Strategic Leadership Develop and execute the professional services strategy aligned with business goals. Manage and grow services revenue, profitability, and services pricing strategy. Collaborate with Sales, Product, and Operations teams to drive cross-functional success. Service Delivery Management Ensure successful delivery of client projects and engagements, meeting quality, timeline, and budget targets. Manages, negotiates, and coordinates with technology, and business stakeholders on prioritization of tactical and strategic delivery initiatives, as well as monitor the entire project process. Oversee resource planning, allocation, and utilization across multiple projects. Implement scalable service delivery models and frameworks to handle growth. Oversee end to end client delivery testing and innovate in testing automations and ongoing improvement of overall quality. Managing Business requirements documentation and test cases development. Leverage their solid understanding of Equifax Canada priorities, objectives, requirements and challenges and their impact on the client delivery model in order to effectively deliver. Coordinates all client delivery activities for new and existing Equifax customers in Canada. Conduct regular in depth root-cause analysis and implement corrective actions to ensure consistent improvement of overall quality and customer satisfaction. Client Relationship Management Build and nurture relationships with key clients, ensuring satisfaction and retention. Serve as an escalation point for complex client issues. Identify opportunities to expand business within existing accounts (upselling/cross-selling). Team Leadership and Development Recruit, mentor, and retain top talent for the professional services team. Foster a culture of collaboration, continuous learning, and accountability. Drive employee engagement and professional development initiatives. Process Improvement Establish and optimize processes, tools, and methodologies to enhance operational efficiency. Monitor industry trends and incorporate best practices into service delivery. Implements processes, practices, and tools allowing for multiple paths of delivery. i.e., create simplified, consistent, reusable, efficient and flexible methodologies Financial Oversight Manage the professional services budget, revenues and ensure cost-effectiveness and profitability. Develop forecasts, monitor revenue, and ensure financial targets are achieved. What Qualifications You Need Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field. An MBA or equivalent advanced degree is often preferred for the strategic and business acumen required. Minimum 10+ years of experience in Delivery Solutions, Fraud space in similar financial institutions or technology industry. At least 5 years of experience in a senior leadership or management position, overseeing teams and budgets. Hands-on experience managing client relationships, resolving conflicts, and delivering complex projects. Track record of working with C-suite stakeholders and translating business needs into technical solutions. Expertise in leading large-scale projects with multiple stakeholders, preferably across industries or geographies. What could set you apart Bilingual English & French (Preferred) Primary Location: CAN-Toronto-5700 Yonge Function: Function - Fulfillment / Operations Schedule: Full time At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. For US Applicants If you'd like more information on your EEO rights under the law, please view our EEO is the Law Declarations, and Nondiscrimination Provision. If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. Equifax participates in E-Verify and Right to Work (English and Spanish).
