Fraud Floor Manager
Believe Resourcing (Pty) Ltd
Cape Town, Western Cape, ZA
2d ago

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
  • Requirements :

  • 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!

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