Director, Loss Mitigation Operations

🕒 October 23

🇨🇦 Canada – Remote

💵 $180k - $210k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 0%

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KOHO

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

💼 Consulting

🛡️ Insurance

💳 Fintech

Consulting • Insurance • Fintech

KOHO is a financial technology company that provides Canadians with tools to manage their money effectively and enhance their lifestyle. Offering a single platform, KOHO allows users to spend smarter with a prepaid Mastercard that offers up to 5% cash back, grow their savings with competitive interest rates, facilitate borrowing with easy cash advances, and build credit history. The app also features budgeting tools, payment splitting, and various customizable plans to suit individual needs, emphasizing convenience and financial wellness for its users.

📋 Description

• Report to the Head of Credit Product, Lending Strategy and Loss Mitigation • Oversee performance across transaction fraud and merchant disputes, identity and account access, first-line AML and screening operations, money movement and balance recovery, and collections and recoveries • Monitor queue volumes, service levels, quality and losses in real time • Build collections and recoveries operations end to end • Execute treatment strategy set by Credit Product and Lending Strategy • Evaluate and manage third-party collections and recovery partnerships • Establish processes for write-offs, bankruptcies and consumer proposals • Lead outsourced provider transition and offboarding • Develop statements of work, service levels, training and certification • Run vendor-management reporting, QA scorecards, calibration and corrective action • Define decision thresholds, approval limits, named approvers and agent procedures • Identify, deliver and validate automation to reduce manual work and costs • Define operational readiness for bank lending product launches, beginning with credit cards • Lead a lean internal team delivering through partners • Remove single points of failure • Respond to regulators and auditors with supporting evidence

🎯 Requirements

• 10+ years of experience in financial services operations • 5+ years leading managers and large, multi-line teams in a regulated environment • Deep expertise in at least two of: card disputes and chargebacks, transaction fraud, identity, AML operations, or collections and recoveries • Working knowledge of card network rules and Canadian AML obligations • Experience standing up or transitioning an outsourced provider from scope and statement of work through service levels, pricing and training • Experience holding outsourced providers accountable for quality and cost per case • Ability to evaluate end-to-end case cost and recoveries • Ability to turn analysis into quantified proposals distinguishing known, estimated and assumed information • Ability to create rules, decision thresholds, approval limits and procedures • Ability to drive cross-functional work and lead in senior forums • Legally eligible to work in Canada

🏖️ Benefits

• Competitive compensation & equity • Generous vacation • Wellness days • Flex Days • Holiday closure • Remote-first environment • Coworking support • Yearly all hands retreat • Access to coaching & growth programs • Parental top-up & leave policies • Comprehensive health benefits • Power-up budgets for books, home office setup, phone & internet, AI tools, and professional development • Asynchronous collaboration • Flexible hours

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