Empowering Africa's tomorrow, together…one story at a time.With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary To provide leadership in managing the Fraud Solutions Department specifically focusing on Customer Experience, identification of potential fraud, fraud trends and resolution thereof in an interactive multi-channel environment that varies from voice, Whatsapp chats, email and Mobile banking app. Translate strategies into actionable goals and execute relevant projects/initiatives aligned to Fraud Solutions strategic objectives with specific performance measures and control systems to track progress.
Job Description Accountability: Strategy and Execution and Operational Effectiveness (15%) Partner with Fraud strategy to develop the fraud strategy based on data-driven insights.Translating strategic plans into tactical and operational plans, ensuring successful delivery of the strategy.Manage the Fraud Tools and ensure effective execution within the team.Continuously seek innovative solutions to enhance operational execution.Effectively manage new rules implemented by Fraud Strategy to ensure effective Hit rate and provide input into latest fraud trends to assist with effective rule creation.Understand the overall fraud environment, its dynamics, strategies and initiatives to enable achievement of business objectives through optimal delivery across customer interface and relevant cross-functional areas.Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs as agreed with business and Fraud Strategy to close the gaps.Take responsibility for strategically developing and enhancing the operational risk regulatory and industry liaison strategy and framework.Oversee, review, challenge and report on the risk, operational risk regulatory reporting to SABRIC, PASA, Fraud Strategy and regulators where applicable.Oversee and take responsibility for the aggregation, reconciliation, perform quality checks and analysis on the regulatory and operational reporting and ensure all adequate controls are maintained throughout the process.Submit regular and accurate reports to Senior Leadership.Manage internal and external stakeholders to provide assurance on the soundness of reporting across the Fraud Solutions procedures to senior executives within the Bank.Effectively handle queries from stakeholders on reports.Accountability: Business Management (30%) Drive the alignment of Fraud Solutions services with the requirements of Fraud Strategy, Fraud Forensic Investigations, Products and Segments.Lead rigorous demand management aligned with balanced capacity management.Negotiate and agree performance targets, taking accountability for overall achievement of objectives across Fraud Solutions.Oversee continuous improvement in the analysis of fraud and case management systems.Perform governance and oversight as a leader on selected management/steering committees.Drive cost efficiencies and govern allocated budgets.Manage team members to achieve business performance including prioritization.Implement productivity improvement measures by coaching staff.Address any process failures specific to the department under management.Accountability: Risk and Control (15%) Identify potential business risk and design and govern controls to mitigate such risks.Take accountability for all risk events and the delivery of specified controls.Direct the reporting of risk and governance controls.Report on all risk indicators in the required format to Governance.Ensure all risk and compliance breaches are escalated to the correct stakeholders.Ensure processes, control requirements and risk management frameworks are continuously reviewed and understood by all team members.Log all Risk and Loss events as a result of error or fraud.Accountability: Provide leadership for effective people and team management (35%) Ensure effective delivery from the team of staff in the division.Develop a high performing team by embedding formal performance development.Encourage frequent knowledge sharing between team members.Determine and analyze development needs for the team.Create effective workforce and recruitment demand plans.Review and update the department's organization structure annually.Address poor performance of any team member through the formal Performance Accelerator programme.Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team.Accountability: Stakeholder Management (5%) Develop and enhance network and relationship building with business partners.Maintain a high level of professionalism in stakeholder interactions.Develop and maintain partnerships with local industry institutions and fraud/loss prevention organizations.Build strong relationships with industry peers.Education and Minimum Requirements Bachelor's Degree in Business, Fraud or Risk Management or equivalent NQF level 7 qualification.Operations &/or Contact Centre Management Experience.At least 3-5 years leadership experience.Experience working in a Fraud or Risk environment will be advantageous.Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
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