Fraud Operations Team Leader - Johannesburg
Job Purpose The Fraud Operations Team Leader 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 SLAs (internal and external). ? Ensure management of Card Fraud on VRM focusing on alert management to case completion within acceptable TATs ? Ensure management of Online Fraud on Actimise on alert management to case completion within acceptable TATs ? 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 experience ? Manages, drives and monitors team performance and incentives ? Conducts Quality Audits on a sample of the teams recons, cases and bank-initiated exceptions ? 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 utilization Skills ? Required: o Analytical o Fraud, Investigative and Forensics o Process mapping and improvement o Customer Focused o Risk operations o Detail orientated o Ability to prioritise o Deadline driven o Resilient o Able to work under pressure o Stress Management o Strong project management skills o Persuasion skills o Systems testing o Root cause analysis ? Preferred: o Strong verbal and written communication skills o Experience in credit and collections Qualifications ? Required: o A completed or studying towards a degree (Risk management/BCOM) plus, o Studying towards or completed NQF Level 5 Fraud and Forensics related qualification ? Preferred: o Any relevant Banking, Financial or Business qualification o Studying towards or completed NQF Level 5 Fraud Management qualification Work Experience ? Required: o At least 2-3 years' leadership experience in Fraud Operations and Risk Management environment ? Preferred: o 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. Special Conditions ? Shift work 24/7 ? Overtime may be required
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