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. To ensure overall governance and oversight is maintained.
- Take responsibility to oversee, review, challenge and report to regulators and senior management 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.
- Take responsibility to perform continuous analysis to improve reporting and identify optimisation initiatives and benchmark reporting to peers.
- Oversee and take responsibility for the development and maintenance of systems and architecture to perform attestations, system enhancement and process refinements to report accurately per portfolio on the appropriate regulatory requirements, taking account of any changes to requirements, including regulatory related requirements
- Submit regular and accurate reports to Senior Leadership.
- Take overall responsibility to manage internal and external stakeholders (e.g. agent banks, nodal points, fraud strategy, regulator, ), 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 (external & internal stakeholders, regulators) on reports.
- Drive the alignment of Fraud Solutions services with the requirements of Fraud Strategy, Fraud Forensic Investigations, Products and Segments, ensuring alignment and cooperating effectively with other business unit delivery requirements across the Group.
- Lead rigorous demand management (SLA determination, forecasting & variance analysis) aligned with balanced capacity management (resource & material requirements planning).
- Negotiate and agree performance targets, taking accountability for overall achievement of objectives across Fraud Solutions. Objectives include (but are not necessarily limited to) employee satisfaction, customer satisfaction, cost and performance management, risk and compliance conformance, as well as ethical and rigorous risk and governance.
- Oversee continuous improvement in the analysis of fraud and case management systems and information technology architecture, driving recommendations for enhancements to Group and other relevant stakeholders with a view to consistently driving workflow efficiencies.
- Perform governance and oversight as a leader on selected management/steering committees, if necessary, to provide guidance and control governance oversight with regard to their target performance, interpretation of the environment within which these businesses operate, determination of strategic and tactical initiatives, agreement in decision-making and the driving of corrective actions to ensure that the business objectives of these business units are also met.
- Drive cost efficiencies and govern allocated budgets to optimize both business efficiency and financial performance for Fraud Solutions.
- Take overall responsibility to manage team members in your division in order to achieve business performance including prioritization.
- Implement productivity improvement measures by coaching staff on any new processes or on their areas for improvement.
- Address any process failures specific to the department under management.
- Sustain long-term business continuity by proactively identifying potential business risk and designing and governing controls to mitigate such risks.
- Take accountability for all risk events and the delivery of specified and agreed upon controls.
- Direct the reporting of a risk and governance controls that ensures actions are understood and implemented by all team members. Manage the process by overseeing that key risk controls are recorded, monitored and effectively mitigated.
- Report on all risk indicators including financial losses, overpayments, fraud, etc. in the required format to Governance.
- Ensure all risk and compliance breaches are escalated to the correct stakeholders within appropriate timescales.
- Take responsibility to ensure that processes, control requirements and risk management frameworks that have been designed for the area and continuously reviewed and updated and are understood by all members of the team.
- Complete required compliance attestations.
- Log all Risk and Loss events(STIGG) as a result of error or fraud highlighted in the department. Ensure that the issues are thoroughly investigated and closed or escalated as per policy.
- 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 and ensure that identified.
- Training requirements are budgeted for and executed.
- Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met. Plans should be revised at least twice a year.
- Review and update the departments organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
- Address poor performance of any team member through the formal Performance
- Accelerator programme and ensure that continued poor performance is appropriately dealt with.
- Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team.
- Develop and enhance network and relationship building to align the team with business partners within the organisation as well as strategic stakeholders.
- Maintain a high level of professionalism in stakeholder interactions, including written and verbal communications, based on sound knowledge of the industry and understanding of relevant regulatory requirements.
- Develop and maintain partnerships with local industry institutions, and fraud/loss prevention organizations/Industries in the community.
- Build strong relationships with industry peers and best practice on fraud schemes and losses.
- We dont get points for complicating things.
- 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
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
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.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
