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Salary: CAD 180,000 - 210,000 / annual
KOHO Financial is a Canadian fintech on a mission to make financial services better for every Canadian through transparent, fair products. The company is entering a new chapter focused on lean operations, AI integration, and impact-driven work.
Reporting to the Head of Credit Product, Lending Strategy and Loss Mitigation, the Director of Loss Mitigation Operations will lead the team managing all processes when something goes wrong on a customer's account: fraudulent transactions, disputed charges, identity verification failures, AML screening hits, incorrect money movement, or missed payments. Today most cases are resolved manually, one decision at a time. Your mandate is to transform this into a standardized, measured, and partially outsourced operation that reduces cost per case while protecting customer outcomes.
Key Responsibilities:
- Own performance across five domains: transaction fraud and merchant disputes, identity and account access, first-line AML and screening operations, money movement and balance recovery, and collections and recoveries. Maintain real-time oversight of every queue—volumes, service levels, quality, and losses—to protect customer outcomes, catch issues early, and drive continuous improvement.
- Build collections and recoveries operations end-to-end: execute the treatment strategy set by Credit Product and Lending Strategy, evaluate third-party collections and recovery partnerships, manage quality and complaint outcomes, and establish processes for write-offs, bankruptcies, and consumer proposals.
- Own the outsourced service model: lead provider transitions and offboarding, manage statements of work, service levels, training and certification, and run a vendor-management practice (operating reporting, QA scorecards, calibration, corrective action) that holds partners to quality standards.
- Translate repeated judgment into rules: define decision thresholds, approval limits, named approvers, and procedures that new agents can follow. Set every dollar threshold to maximize return.
- Identify, deliver, and validate automation that removes manual work and cost. Each initiative requires a baseline, business case, and post-launch review of expected versus actual value.
- Serve as the operational readiness gate for lending products launching from the bank, starting with credit card. Define the servicing, disputes, fraud, and collections model before launch and confirm operations can support go-live.
- Lead a lean internal team that delivers through partners, remove single points of failure, and provide regulators and auditors with evidence-based answers.
Requirements:
- 10+ years of experience in financial services operations, including 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 required.
- Proven experience standing up or transitioning an outsourced provider from scope and statement of work through service levels, pricing, training, and holding them accountable for quality and cost per case.
- Strong financial acumen: ability to calculate case costs and recoveries end-to-end, translate analysis into proposals with numbers attached, clearly separate what is known, estimated, and assumed, and defend findings under scrutiny.
- Ability to write rules rather than manage exceptions. Drive cross-functional work independently—bring stakeholders along, raise concerns directly, commit fully to execution, and lead with conclusions in senior forums.
