Our client proudly offers industry leading Customer Service, Risk / Fraud and Tech Development services to an international client base.
Their expertise lies in delivering world class multilingual customer support 24 / 7, maintaining strict Risk / Fraud processes and developing state of the art technological designs and features.
Their top talent team enables them to offer exceptional business services, while enjoying a work hard play hard engaged environment.
Purpose of the Role
To manage and maintain the operations team of the Central Fraud team and develop the department.
Key Responsibilities :
Responsible for supervising the general operations of the teams
Act as an escalation resource for cases that require more in-depth investigation and knowledge
Assist with the Risk responsibilities and obligations of the organisation including development, performance, and maintenance of processes
Assist in achieving complete risk management systems in accordance with organisation plans and adherence to legislation and agreed regulatory bodies’ processes and procedures
Meet set targets personally and for the team
Together with the department Trainer, contribute to training and development of the team
Monthly Team feedback sessions and managing progress of each individual team member.
Monitor team performance, KPIs and SLAs and motivate the team to achieve goals
Providing advice, guidance, and support to all individuals of the team
Assist in the recruitment of team members, subject to agreed criteria
Train and appraise individual team members to ensure targets are met
Grooming the team on all process areas and regularly working towards expanding their knowledge base
Regular reporting and escalation to Management about team progress and any concerns that require their attention.
Allocation of work based on business and management requirement. Ensuring that all tasks as being record, performed, and updated
Ensuring adherence to all internal process documents and policies
Document and send via email any personal improvement discussions held with individual team members to management and to the individual
Experience of working in an ecommerce environment
Experience of working in risk & fraud mitigation function and understanding the regulatory requirements.
Experience in handling & mentoring people and holding healthy discussions.
Experience in documentation and effective communication
Effective business decision making skills, be able to think on your feet
Excellent computer proficiency (MS Office Word, Excel and Outlook)
Leadership experience, handling people and their work
Experience in working for an international contact centre
Ability to work in different shifts
Ability to work in a multi-dimensional environment
Grade 12 or equivalent
Managerial experience and online gaming experience would be preferred
If this sounds like you, we'd love to hear from you!