Contact Centre Operations Manager (Fraud Solutions) Remote Type: Hybrid
Location: Johannesburg
Time Type: Full time
Posted on: Posted Today
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.
To take responsibility for the overall management and co-ordination of operational risk regulatory reporting and Industry engagements. Also Support the Hub Head and take responsibility for overseeing, evaluating, reviewing, and reporting across all risk types. To take responsibility for developing techniques, overseeing and analysing trends to assist business in optimising and influence business strategy and considerations. Develop, maintain and manage stakeholder relationships including agent banks, Industry partnerships and regulatory.
To identify current fraud threats and work with analysts across the fraud risk environment, identify potential fraud Trends, Threats and Modus Operandi across all products and channels. Protect the bank from the inherent risks and impact associated with fraud by ensuring effective Fraud Intelligence communication to all stakeholders and ensure that fraud losses remain within the set fraud risk appetite.
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. Take responsibility to 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. Take overall responsibility to manage internal and external stakeholders to provide assurance on the soundness of reporting across the Fraud Solutions procedures to the senior executives within the Bank. Take responsibility to effectively and efficiently 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 to optimize business efficiency. Take overall responsibility to manage team members in your division to achieve business performance. Implement productivity improvement measures by coaching staff. Address any process failures specific to the department under management. Accountability: Risk and Control (15%) Sustain long-term business continuity by proactively identifying potential business risk. Take accountability for all risk events and the delivery of specified controls. Direct the reporting of a risk and governance controls to ensure actions are understood and implemented. Report on all risk indicators in the required format to Governance. Ensure all risk and compliance breaches are escalated to the correct stakeholders. Take responsibility to ensure that processes and control requirements are continuously reviewed and updated. Complete required compliance attestations. Log all Risk and Loss events as a result of error or fraud highlighted in the department. Accountability: Provide leadership for effective people and team management (35%) Take responsibility for the team of staff in the division to ensure effective delivery. Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members. Determine and analyse development needs for the team. Training requirements are budgeted for and executed. Create effective workforce and recruitment demand plans. Review and update the department's organisation structure and role description 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 to align the team with business partners. Maintain a high level of professionalism in stakeholder interactions. Develop and maintain partnerships with local industry institutions. Build strong relationships with industry peers and best practice on fraud schemes. 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...
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