Fraud Operations Team Leader Financial Services
Phumelele Recruitment
Johannesburg, South Africa
23h ago
source : Job Placements

The Fraud Operations Manager is responsible for leading a team of Fraud Detection Consultants overseeing day to day operations functions across all fraud types from Card, Online, Application, Identity Theft and Account takeovers.

The role includes user acceptance testing requirements with the aim of continuously improving and automating processes to ensure a seamless and digital customer experience within Fraud Operations.

Areas of responsibility may include but not limited to

Manages day to day Fraud operations ensuring operational quality and delivery against SLA’s

internal and external).

Ensure management of Card Fraud on VRM focusing on alert management to case completion

within acceptable TAT’s

Ensure management of Online Fraud on Actimise on alert management to case completion

within acceptable TAT’s

Ensure management of Application Fraud on SAFPS

Management of all Fraud disputes and liaise with the Fraud Case Investigators

Ensures adequate UAT (User Acceptance Testing). Gives input into solution design at inception

Ensures immediate support is available during system incidents and outages

Leads the team with ongoing mentoring, coaching and development. Also conducts recruitment

and resource planning for the team

Continuously improves processes and systems to reduce load and improve client


Manages, drives and monitors team performance and incentives

Conducts Quality Audits on a sample of the team’s recons, cases and bank-initiated


Proactively monitors exception drivers and continuous improvement processes to avoid future

occurrences (error trending and root cause analysis)

Networks and builds strong relationships both internally and externally to achieve objectives

Prepares and compiles monthly reporting.

Ensure IQS objectives are met monthly.

Responsible for performance management and disciplinary action

Managing, analysis, running, and execution of operational reports

Manages all financials aspects relating to the team : Overtime, leave and staff utilisation

Required :

A completed or studying towards a degree (Risk management / BCOM) plus,

Studying towards or completed NQF Level 5 Fraud and Forensics related qualification

Preferred :

Any relevant Banking, Financial or Business qualification

Studying towards or completed NQF Level 5 Fraud Management qualification

Required :

At least 2-3 years'''''''''''''''''''''''''''''''' leadership experience in Fraud Operations and Risk Management environment

Preferred :

Experience in leading a team in a financial services environment within Risk Management.

Experience in leading and managing a team with proven success in the fraud environment.

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