Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Websites
References
Timeline
Generic

Marco Flammia

Toronto,ON

Summary

Experienced senior manager proficient in managing reporting, budgeting and compliance areas. Adept at updating and working with executive leadership. Bringing superior skills in planning, negotiation and complex problem-solving gained several years experience.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Manager, Financial Service Operations

7Shifts
Toronto, ON
06.2023 - Current
  • Identified and mitigated financial risks associated with payment processing, fraud, and regulatory compliance through the implementation of effective controls and monitoring mechanisms.
  • Used data analysis to track the adoption and usage of Pay products, identifying any suspicious or anomalous behavior.
  • Successfully executed our obligations pertaining to fraud, KYB, and AML compliance and documentation.
  • Demonstrated expertise in payment channels such as ACH, RTP, and card rails
  • Managed relationships with payment service providers, financial institutions, and vendors for contract negotiations, service level monitoring, and performance enhancement.
  • Developed and executed strategic payment strategies to maximize revenue, minimize expenses, and streamline operations for payout and payroll systems.
  • Enhanced overall payment experience for customers by improving workflow efficiencies.
  • Informed senior leadership with actionable insights and data-driven recommendations to guide decisions on product investments, tooling investments, and the build vs buy approach for both internal and external requirements.
  • Led team in achieving quarterly goals, identifying and mitigating financial risks within 7shifts.

Operations Manager, Fraud & Risk

Wave Financial
Toronto, Ontario
01.2022 - 01.2023
  • Managed and supervised the Fraud & Risk Operations team, including 4 Team Leads.
  • Created and executed strategies in line with company's vision to enhance operational efficiencies.
  • Oversaw the management of new projects and initiatives, ensuring effective operations of the payments platform.
  • Conducted cost analysis of vendors in relation to business operations. Established strategic partnerships with new vendors to support the company's high velocity customer acquisition growth.
  • Facilitated cross-functional collaboration among Engineering, Data Analytics, Marketing, and Product teams to drive efficiencies.
  • Reviewed current efficiencies and identified areas for improved capacity. Acted as a key stakeholder for the organization's Fraud & Risk team, participating in strategic meetings with executive teams.
  • Created and presented key decks for various areas including monthly reports, quarterly updates, and fiscal year summaries
  • Managed headcount through analyzing trend data and restructuring the team to align with fiscal and calendar years, incorporating recruitment and selection processes

Team Lead, Risk Analysts - Payments Team

Wave Financial
Toronto, ON
09.2020 - 01.2022
  • Daily leadership of a 7-member Analyst team, guiding their development and goal attainment.
  • Analyzing a broad range of data sources to make informed decisions regarding the acceptance, rejection, or referral of transactions for additional investigation in complex fraud cases.
  • Responsible for the development and implementation of various projects and initiatives, including the creation of a Quality Assurance model and the establishment of an onboarding process for new employees.
  • Developed the ability to have challenging conversations regarding performance and development with employees and team members.

Analyst

Royal Bank of Canada, RBC
Toronto, ON
01.2018 - 09.2020
  • Managed cancelled/replacement cheques during in-depth investigations into life and health claims, emphasizing group insurance policies. Also maintained precise calculations for reserves and benefit funding.
  • Dissected complex policies, producing detailed reports on employee and organizational metrics while managing income offsets such as CPP, WSIB, and WCB.

Senior Investigator, Identity Theft

TD Bank Financial Group (TDBFG)
Toronto, ON
01.2016 - 01.2018
  • Managed investigation and oversight of identity theft fraud claims to mitigate operational risk up to $1,000,000.
  • Prepared and submitted detailed investigation reports for financial payouts, providing comprehensive summaries of conclusive findings.
  • Coordinated with police departments for evidence collection, ensuring adherence to departmental standards and SLAs.
  • Utilized specialized software for thorough claim analysis and maintained compliance with GAML regulations.
  • Managed multiple high-priority cases, ensuring strict privacy and mitigating fraud losses for both the bank and customers.
  • Stayed updated on emerging fraud trends, such as cyber-attacks, malware, and identity theft.

Loss Prevention Specialist

TD Bank Financial Group (TDBFG)
Toronto, ON
02.2015 - 01.2016
  • Exceeded monthly Customer Experience Index (CEI) targets while maintaining high levels of security and privacy in customer interactions. Maintained compliance with governmental and departmental standards for over 1 million annual calls, effectively managing high-volume call center duties with round-the-clock shifts. Served as first point of contact for escalations and high-profile security issues, professionally handling them to minimize customer concerns.

Education

Certificate - Project Management

University of Toronto
Toronto, ON
04-2021

Bachelor of Arts - Liberal Arts

Ryerson University
Toronto, ON
01-2013

Designation - CRM - Risk Management

University of Toronto
Toronto, ON

Certificate - Banking And Finance

McGill University
Montreal, QC

Skills

  • Business performance management
  • Reporting oversight
  • Resource Allocation
  • Executive & Board communication
  • Strategic Planning
  • Talent Development
  • Budget Oversight
  • Fraud Management
  • Enterprise Risk Management
  • Operational Risk Management

Certification

  • Lean Six Sigma Yellow Belt Certified (Completed)
  • AML Specialized Core (RBC)
  • AML Specialized Correspondent Banking (RBC)
  • Combating Money Laundering and Terrorist Financing (RBC)
  • Fraud Awareness in Payment & Trade Operations (RBC)
  • Satisfactory Police Vulnerable Sector Check (PVSC)
  • First Aid CPR & Standard First Aid

Affiliations

Consultant at VantagePoint Sports Consulting

  • Consulting by providing expert analysis and strategic advice on sports management and performance enhancement. Leveraged industry knowledge to offer tailored solutions, improve client outcomes, and support the development of effective sports programs and strategies.
  • Most recent grant was $650,000 CAD in government funding for Athletics Canada, which we secured in full.

References

References available upon request.

Timeline

Senior Manager, Financial Service Operations

7Shifts
06.2023 - Current

Operations Manager, Fraud & Risk

Wave Financial
01.2022 - 01.2023

Team Lead, Risk Analysts - Payments Team

Wave Financial
09.2020 - 01.2022

Analyst

Royal Bank of Canada, RBC
01.2018 - 09.2020

Senior Investigator, Identity Theft

TD Bank Financial Group (TDBFG)
01.2016 - 01.2018

Loss Prevention Specialist

TD Bank Financial Group (TDBFG)
02.2015 - 01.2016

Certificate - Project Management

University of Toronto

Bachelor of Arts - Liberal Arts

Ryerson University

Designation - CRM - Risk Management

University of Toronto

Certificate - Banking And Finance

McGill University

Similar Profiles

CREATE PROFILE
Marco Flammia