Fraud Team Leader

Main purpose

To manage a team of +/- 15 staff in order to enable the company to meet and surpass its strategic objectives. The leadership style that is required is a balanced approach of performance and people management to ensure that staff is informed, competent and motivated. The successful candidate will be required to work shifts in line with the Fraud Department operational hours

Key Responsibilities

• Minimize Fraud losses in line with target range
• Agree set goals with team members covering performance, quality and development areas relating to Prevention, Detection, Resolution and Inbound fraud functions (Fraud Functions)
• Monitor live queues to ensure that applicable SLAs for each Fraud Function are met
• To ensure their team performs according to operational plans and goals and within budget
• Ensure productivity is optimized through hands-on management of their team and introduction of best practices
• Ensure that all staff are trained and skilled in all areas of fraud risk management
• Focus on career and skills development of team members
• Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
• Drive the achievement of targets
• Manage and maintain focused and highly motivated team members
• Coach and develop team into a high performance culture
• Manage staffing needs, productivity and quality
• Manage employees by ensuring continuous communication, feedback, motivation and company behaviours are being lived
• Handle Internal and external customer services compliments, complaints
• Accurate reporting and preparation and presentation of team performance at weekly operational review meetings
• Ensure company policies and procedures are communicate to the team
• Ensure that daily/weekly and monthly targets are met for Prevention, Detection, Resolution and Inbound

Key Competencies

• Excellent communication skills
• Proven Leadership skills
• Strong service orientation
• Judgement and decision making
• Planning and organising
• Building and maintaining relationships
• Ability to motivate
• Ability to mentor and develop team for high performance
• Manage successful performance
• Conceptual thinking
• Ability to persuade and influence
• Proven ability to cope with pressure and setbacks
• Strong drive and perseverance

Qualifications, Skills And Experience

• Grade 12
• 1 Year recent successful Team leader experience in a financial services environment essential
• Experience in coaching and mentoring team members essential.
• Experience of fraud in financial services advantageous
• The successful candidate will be required to work shifts in line with the Fraud Department operational hours (Mon Sun)
• Computer Literacy must be proficient and have solid understanding of MS Office suite

Please inform your Manager of your application. Applications are only valid for this position. Please note that preference will be given to suitably qualified applicants in line with the RCS Employment Equity Plan. People with disabilities are encouraged to apply.

Primary Location

ZA-WC-Cape Town

Job Type

Standard / Permanent

Job

PERMANENT CONTROL

Schedule

Full-time