Team Leader: Fraud Operations

Job description

• A relevant degree, diploma, or professional certifications, or completed training courses in Fraud Risk Management.

• A minimum of 2–3 years’ experience in fraud prevention, detection, and investigation; experience in a leadership role is advantageous.

• Experience in people management experience, including overseeing teams working in shifts.

• Strong leadership and management skills, with a proven track record in team development, coaching, and mentoring.

• In-depth knowledge of fraud prevention and detection strategies, relevant laws, regulations, and industry standards.

• Solid understanding of payment systems, digital and online banking products.

• Experience with card and merchant payment systems, including eCommerce.

• Skilled in handling customer and/or merchant complaints, and engaging with industry stakeholders and regulators.

• Willingness to work in dynamic, high-growth environment and should be willing to work in after hours or weekends in case of business requirements

• Monitor the process performance on day-to-day basis and define corrective & preventive actions & identify improvement opportunities

• Ensure that shift workers are rostered optimally to cover the 24/7 fraud detection capability in answering inbound calls from customers as well as actioning of fraud alerts timeously

• Ensure agreed timelines for investigation and resolution of all customer disputes/cases are met

• Ensure that all relevant and authorised stakeholders (internal and external) are kept informed in an accurate and timeous manner

• Review staff interactions with customers to gauge customer services quality offerings and identify gaps within existing systems and develop the appropriate solutions to improve the quality on systems where gaps have been identified

Requirements

• Anti-money Laundering (AML)

• People Development

• Performance Management

• Regulatory Reporting

• Risk Management

• Team Leadership