Director, Loss Mitigation Operations

KOHO

. Report to the Head of Credit Product, Lending Strategy and Loss Mitigation .

Posted 10/23/2026full-timeRemote • CanadaLead💰 CA$180,000 - CA$210,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in financial services operations, particularly in managing collections and recoveries, transaction fraud, and AML operations. Proven ability to lead large teams in a regulated environment while ensuring compliance with Canadian AML obligations and card network rules.

Highest-signal resume keywords

Financial Services OperationsCollections And Recoveries ManagementTransaction Fraud ExpertiseAML Operations KnowledgeOutsourced Provider Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Card DisputesChargebacksDecision ThresholdsApproval LimitsService Level AgreementsCost AnalysisAutomation ImplementationVendor ManagementQuality AssuranceRegulatory Compliance

Soft Skills

LeadershipCross-Functional CollaborationAnalytical ThinkingCommunicationProblem-Solving

Industry Keywords

Canadian AML ObligationsFinancial ServicesRegulated EnvironmentOutsourced Provider TransitionPerformance Monitoring

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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