Director, Loss Mitigation Operations

About KOHO

We’re on a mission to make financial services better for every Canadian. That means no hidden fees, no predatory interest rates - just financial products designed to help our users spend smart, save more, and build real wealth. We’re a performance organization with a strong heart: we care deeply about outcomes, and everything ties back to our mission - to financially empower a generation of Canadians.

At KOHO, we’re not your average 9-5. We believe real impact comes from people who are trusted, empowered, and supported to do their best work - without sacrificing their lives to do it. We prioritize work-life integration, not just work-life balance. That means asynchronous collaboration, flexible hours, and a remote-first setup built around autonomy and high trust.

KOHO is entering its next chapter - leaner, smarter, more AI-integrated. We’re building for impact, not bureaucracy. If you thrive in environments that value clarity, ownership, and bold thinking, you’ll fit right in.

About The Role

Reporting to the Head of Credit Product, Lending Strategy and Loss Mitigation , the Director, Loss Mitigation Operations is going to be a part of a team that runs every process after something has gone wrong on a customer’s account: a fraudulent transaction, a disputed charge, an identity we can’t verify, a screening hit, money that moved the wrong way, or a payment that wasn’t made.

Today, most cases are resolved by hand, one decision at a time. Your job is to turn that into a standardized, measured, in some cases outsourced operation that costs less per case while protecting good customer outcomes.

What You’ll Be Doing

You’ll be accountable for 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. You’ll have real-time oversight of every queue — volumes, service levels, quality and losses — so you can protect customer outcomes, catch issues early and drive continuous improvement.

You’ll be building collections and recoveries operations end to end: executing against the treatment strategy set by Credit Product and Lending Strategy, evaluating third-party collections and recovery partnerships, managing quality and complaint outcomes, and standing up processes for write-offs, bankruptcies and consumer proposals.

You’ll be owning the outsourced service model — leading the in-flight provider transition and offboarding, statements of work, service levels, training and certification, and running a KOHO vendor-management practice (operating reporting, QA scorecards, calibration and corrective action) that holds partners to a quality standard.

You’ll be turning repeated judgment into rules: decision thresholds, approval limits, named approvers and procedures a new agent can follow — and setting every dollar threshold at the level that maximizes the return.

You’ll be identifying, delivering and validating automation that removes manual work and cost — each with a baseline, a business case and a post-launch review of expected versus actual value.

You’ll be the operational readiness gate for lending products launching out of the bank, starting with credit card — defining the servicing, disputes, fraud and collections model before launch and confirming whether operations can support go-live.

You’ll be leading a lean internal team that delivers through our partners, removing single points of failure, and answering regulators and auditors with evidence.

Who You Are

You have 10+ years of experience in financial services operations, including 5+ years leading managers and large, multi-line teams in a regulated environment.

You have real depth in at least two of: card disputes and chargebacks, transaction fraud, identity, AML operations, or collections and recoveries — and working knowledge of card network rules and Canadian AML obligations.

You’ve stood up or transitioned an outsourced provider from scope and statement of work through service levels, pricing and training, and held it accountable for quality and cost per case.

You find the money: you know what a case costs and recovers end to end, and you turn analysis into proposals with a number attached, where what’s known, estimated and assumed are clearly separated, and that hold up under challenge.

You write the rule, not the exception, and you drive cross-functional work yourself — bringing stakeholders along, raising concerns directly, then committing and executing — and lead with the conclusion in senior forums.

The budgeted salary range for this role is $180,000 - 210, 000 CAD / year.

At KOHO, we are dedicated to providing pay transparency to all candidates. Compensation at KOHO is determined through various factors including but not limited to: comparable salary market data within Canada, technical skill assessment, a holistic view of previous work history, and internal pay equity with other KOHO team members.

Description de poste en français

À propos du rôle

Relevant du chef des produits de crédit, de la stratégie de prêt et de l’atténuation des pertes, le directeur ou la directrice des opérations d’atténuation des pertes fera partie d’une équipe qui gère l’ensemble des processus lorsqu’une anomalie survient dans le compte d’un client : transaction frauduleuse, frais contestés, identité impossible à vérifier, résultat positif à une vérification de conformité, mouvement de fonds erroné ou paiement non effectué.

Aujourd’hui, la plupart des dossiers sont traités manuellement, une décision à la fois. Votre mandat consistera à transformer ce fonctionnement en une opération standardisée, mesurée et, dans certains cas, sous-traitée, réduisant le coût par dossier tout en garantissant des résultats optimaux pour les clients légitimes.

Vos responsabilités

Assumer la responsabilité du rendement dans cinq domaines principaux : la fraude liée aux transactions et les litiges marchands, l’identité et l’accès aux comptes, la lutte contre le blanchiment d’argent (LBA) de première ligne et les opérations de filtrage, le mouvement de fonds et le recouvrement de soldes, ainsi que le recouvrement et la perception. Assurer la surveillance en temps réel de chaque file d’attente (volumes, niveaux de service, qualité et pertes) afin de protéger l’expérience client, de détecter les problèmes rapidement et de favoriser une amélioration continue.

Bâtir l’ensemble des opérations de perception et de recouvrement de bout en bout : exécuter la stratégie de traitement établie par l’équipe des produits de crédit et de la stratégie de prêt, évaluer les partenariats de perception et de recouvrement tiers, gérer les exigences de qualité et les plaintes, et mettre en place les processus de radiation, de faillite et de proposition de consommateur.

Prendre en charge le modèle de services sous-traités : diriger la transition et la fin de contrat avec les fournisseurs actuels, élaborer les énoncés de travail, définir les niveaux de service, concevoir le matériel de formation et d’accréditation, et gérer la pratique de gestion des fournisseurs de KOHO (rapports d’exploitation, grilles d’évaluation de l’assurance qualité, séances de calibrage et mesures correctives) afin de garantir le respect des normes de qualité chez nos partenaires.

Traduire les décisions à répétition en règles claires : définir les seuils de décision, les limites d’approbation, la désignation des approbateurs ainsi que les procédures d’accueil pour les nouveaux agents, tout en établissant chaque seuil financier à un niveau qui maximise le rendement de l’entreprise.

Identifier, déployer et valider des solutions d’automatisation qui réduisent la charge de travail manuelle et les coûts associés — chacune s’appuyant sur un état des lieux, un dossier d’opportunité et un bilan post-lancement comparant la valeur réelle à la valeur projetée.

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