Director, Loss Mitigation Operations - KOHO

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 prioritize work-life integration through asynchronous collaboration, flexible hours, and a remote-first setup built around autonomy and high trust.

About The Role

Reporting to the Head of Credit Product, Lending Strategy and Loss Mitigation, the Director, Loss Mitigation Operations leads the team responsible for every post-incident process across customer accounts: fraudulent transactions, disputed charges, unverified identities, screening hits, misdirected funds, and defaulted payments.

Today, most cases are handled manually. Your role is to transform these processes into a standardized, measured, and strategically outsourced operation that lowers cost-per-case while safeguarding customer outcomes.

What You’ll Be Doing

• Domain Accountability: Own 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. Maintain real-time oversight of queues, volumes, service levels, quality, and losses.
• Collections & Recoveries: Build end-to-end collections and recoveries operations, executing treatment strategies set by Credit Product and Lending Strategy, managing third-party partnerships, and implementing processes for write-offs, bankruptcies, and consumer proposals.
• Vendor & Outsourcing Management: Lead outsourced service operations, provider transitions, statements of work, service level agreements, QA scorecards, training, and vendor calibration.
• Rules & Standardization: Convert ad-hoc judgment into systematic rules, decision thresholds, and approval limits optimized for return.
• Operational Automation: Identify, deliver, and validate automation initiatives to eliminate manual workloads with measurable business cases.
• Lending Product Readiness: Serve as the operational readiness gatekeeper for lending products launching from the bank (beginning with credit cards), establishing servicing, dispute, fraud, and collections workflows.
• Team Leadership: Lead an agile internal team coordinating through external partners, eliminating single points of failure, and maintaining audit and regulatory readiness.

Who You Are

• 10+ years of experience in financial services operations, including 5+ years managing managers and multi-line teams in a regulated environment.
• Deep domain expertise in at least two areas: card disputes/chargebacks, transaction fraud, identity, AML operations, or collections and recoveries.
• Strong working knowledge of card network rules and Canadian AML regulations.
• Proven track record standing up or transitioning outsourced BPO providers, defining statements of work, SLAs, and performance metrics.
• Analytical mindset with rigorous cost-benefit modeling and business-case proposal skills.
• Demonstrated ability to establish institutional operational rules and drive cross-functional alignment.