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
A completed or studying towards a degree (Risk management / BCOM) plus,
Studying towards or completed NQF Level 5 Fraud and Forensics related qualification
Any relevant Banking, Financial or Business qualification
Studying towards or completed NQF Level 5 Fraud Management qualification
At least 2-3 years'''''''''''''''''''''''''''''''' leadership experience in Fraud Operations and Risk Management environment
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.