KRISTA WILLIAMS
TORONTO,ON
Summary
Strategic risk leader with 15+ years of leadership experience building enterprise governance frameworks, managing regulatory compliance, and driving operational resilience across the Insurance and Fintech sectors. Expert in bridging the gap between legacy operational risk and modern technical threats (Cyber, AI Fraud, Third-Party), with a proven track record of protecting P&L through data-driven risk modeling and executive oversight,
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Manager, Fraud Risk Management
EY (Ernst & Young)
Toronto, CA
04.2024 - 06.2025
- Led enterprise fraud program assessments for financial institutions and public sector organizations, evaluating maturity across people, process, technology, and governance to identify critical control gaps
- Acted as de facto second-line, providing independent risk oversight, credible challenge, and maturity assessments aligned with enterprise NFRMF standards: delivering executive-level findings to C-suite and board-level stakeholders
- Stepped in as interim fraud operations leader for organizations without established fraud leadership, directing day-to-day investigations, SLA governance, and team operations while permanent leadership was sourced
- Designed and implemented Target Operating Models (TOM) for fraud and risk functions: defining team structures, escalation paths, workflow design, and KPI frameworks that improved operational efficiency and reduced fraud exposure
- Partnered with client Product and Engineering teams to translate operational gaps into tooling requirements and automated decisioning improvements
Director, Loyalty Program-Fraud Risk Operations
Loblaw Companies Ltd
Brampton, CA
11.2022 - 04.2024
- Built the fraud operations function from the ground up: established investigation workflows, incident response protocols, policy governance, and performance reporting infrastructure
- Owned fraud detection and investigations across loyalty account takeover, first-party abuse, and synthetic identity; managing SLAs and case accuracy for a national program
- Implemented automated decisioning rules that reduced fraud loss rate by 12 basis points YoY while maintaining low customer friction
- Partnered with Cyber Security, Compliance, Engineering, and Data Science to govern fraud model lifecycle, fine-tune risk scoring, and close control gaps
- Developed KRI dashboards and executive reporting, providing real-time visibility into emerging threats and loss exposure
Senior Risk Policy Program Manager- Canada
Square
Toronto, CA
05.2022 - 11.2022
- Managed fraud and risk operations for Canada across payments, chargebacks, and credit risk on a >$1B GTV portfolio
- Built the first Canada Risk Playbook, establishing operational standards and regulatory alignment with FINTRAC/AML requirements
- Designed Looker dashboards for portfolio health monitoring, score performance tracking, and executive risk reporting
Global Operations Risk Program Manager
Eventbrite
Toronto, CA
05.2021 - 04.2022
- Led fraud investigations, chargeback disputes, and abuse operations globally for a >$1B GTV high-volume B2C and B2B marketplace
- Owned SLA performance, case accuracy, and fraud loss recovery across investigations and disputes queues
- Reduced manual case reviews by 44% through workflow redesign and automation - saving 40+ analyst hours per week
- Partnered with Data Science to improve fraud model precision by 10% in first 6 months, reducing annualized chargeback losses by $550K
- Scaled team headcount by 200% during rapid growth; built competency frameworks for hiring, onboarding, and performance management
- Delivered quarterly business operating reviews, analyzing fraud trends, staffing needs, and program performance against targets
Head of Fraud & Credit Risk -Canada
Ticketmaster
Toronto, CA
01.2018 - 12.2020
- Owned national fraud strategy and P&L (>$20M exposure), maintaining loss rates at 0.10% vs. industry average of >0.30% while supporting 14% GTV growth
- Led fraud investigations and chargeback dispute operations for Canada, managing case workflows, SLAs, and recovery performance
- Automated chargeback workflows across three payment processors, increasing team productivity 5x and reducing manual intervention
- Built and presented monthly operating decks to senior leadership covering KPIs, financial losses, and fraud program trends
Manager-Fraud & Chargeback Operations, Canada
Ticketmaster
Toronto, CA
01.2015 - 01.2018
- Led national fraud and disputes operations team; managed workflow planning, queue prioritization, and 7-day coverage, including holidays
- Reduced chargeback loss as % of GTV by 75% and decreased CB expense by 37% while supporting 6% YoY GTV growth
- Developed performance monitoring, chargeback reporting, KPIs, and fraud rule tuning processes for the team
Consultant- Claim Product Management
Travelers Insurance Canada
Toronto, CA
01.2014 - 01.2015
Program Manager, Third Party Claim Audit-Canada
Travelers Insurance Canada
Toronto, CA
01.2011 - 01.2014
- Led Canada-wide TPA claim audits across governance, compliance, and risk oversight; executed second-line audit governance, assessed control design and effectiveness, and issued formal findings with remediation expectations for senior leadership
Education
Bachelor of Arts - Economics
York University
Skills
- SQL
- Looker
- Tableau
- Domo
- Excel
- Power Query
- Power BI
- HTML
- CSS
- Asana
- Slack
- Coda
- Notion
- Jira
- Confluence
- Zoom
- Teams
- Salesforce
- G Suite
- Accertify
- Kount
- Riskified
- Splunk
- Akamai
- F5
Websites
Certification
- Certified Scrum Master, 2017-11-01
- Certified Scrum Product Owner, 2018-05-01
Keywords
- Enterprise Risk Management (ERM)
- Operational Resilience
- Fraud Investigations
- Card Disputes
- Document Verification
- SLA Ownership
- Fraud Loss Recovery
- Case Accuracy
- ATO
- First-Party Fraud
- Chargeback Operations
- Workflow Optimization
Personal Information
Title: FRAUD & RISK OPERATIONS LEADER
Languages
English
Bilingual or Proficient (C2)
Timeline
Senior Manager, Fraud Risk Management
EY (Ernst & Young)
04.2024 - 06.2025
Director, Loyalty Program-Fraud Risk Operations
Loblaw Companies Ltd
11.2022 - 04.2024
Senior Risk Policy Program Manager- Canada
Square
05.2022 - 11.2022
Global Operations Risk Program Manager
Eventbrite
05.2021 - 04.2022
Head of Fraud & Credit Risk -Canada
Ticketmaster
01.2018 - 12.2020
Manager-Fraud & Chargeback Operations, Canada
Ticketmaster
01.2015 - 01.2018
Consultant- Claim Product Management
Travelers Insurance Canada
01.2014 - 01.2015
Program Manager, Third Party Claim Audit-Canada
Travelers Insurance Canada
01.2011 - 01.2014
Bachelor of Arts - Economics
York University