Location: Century City, Cape TownSalary: Exp.
DependentStart: ASAPPurpose of the RoleTo manage and maintain the operations team of the Central Fraud team and develop the whole department.Key Responsibilities: Handle escalations from our Licensees and 3rd party organisationsDevelop and optimize new and existing processes, infrastructure, strategies, and tools, utilized to identify, and manage fraud riskEnsure suspicious activities are promptly investigated, handled in a timely and appropriate manner, working with the respective stakeholders where applicableProvide strategic insights via regular high-quality reporting to the management teamAct as an escalation resource for cases that require more in-depth investigation and knowledgeOversee the flow of daily operations ensuring that all tasks of the team are done in an accurate and efficient wayMonitor team performance, KPIs, and SLAs and motivate the team to achieve goalsWork closely with QA to ensure service levels are met and any training gaps are fulfilledMonthly Team feedback sessions and managing progress of direct reports.Recruitment of team members, subject to agreed criteriaHold weekly meetings with Quality Assurance Team Leader to close any performance gaps for the teamBe the subject matter expert in your verticalHold weekly meetings with department Team Leaders (Payment Ops, Verifications, QA)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 businessExperience working in risk & fraud mitigation function and understanding the regulatory requirements.Making operational and process decisionsExperience in handling & mentoring people and holding healthy discussions.Experience in documentation and effective communicationEffective business decision-making skills, be able to think on your feetExcellent computer proficiency (MS Office – Word, Excel, and Outlook)Leadership experience, handling people and their workExtensive knowledge of Anti Money Laundering Regulations and Responsible GamingExperience in working for an international contact centreAbility to work in a multi-dimensional environmentGrade 12 or equivalentAttention to detail and time management skills Please note that this position is only available to SA citizens & SA permanent residents and preference will be given to previously disadvantaged individuals.
