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
Senior leadership role with complexities of a sophisticated, high volume, high risk and high pace within the Fraud Solutions/contact center environment that is managed on a 24/7 shift cycle basis. Coupled to this, is a requirement for the balance of fraud risk management and customer experience
To develop tactical strategy and delivery plans, formulate associated practices and to ensure operational implementation and adoption across a single practice i.t.o. risk methodology, governance and delivery objectives.
Outbound environment focusing on fraud loss mitigation, customer empathy and experience driven through expert fraud team and advanced technology.
Role requires extensive senior leadership experience with incumbent having led other leaders to allow navigating complex challenges, providing thought leadership in the business and ability to engage unions on matters of disputes as raised by colleagues working in the environment.
The incumbent must have experience in working in a matrix reporting system with ability to lead support individuals through a matrix reporting line.
Job Description
- Support and co-create the Fraud Solutions Strategy for purpose of assisting Fraud Solutions to meet its ambition of Global leadership in providing superior fraud solutions and to ensure connectedness and success of the overall fraud value chain.
- Understand the overall fraud environment, its dynamics, trends, modus operandi and investigation strategies to enable achievement of business objectives.
- Formulate and drive delivery of the Functions Strategy to ensure that the environment is future fit and achieves a best-in-class operation, based on trends and Leading practice.
- Identify and implement opportunities to build and optimise the capability to deliver on business objectives and mandates. This includes improvement of customer experience, colleague experience and cost to serve without compromising on mitigating Fraud losses.
- Partner with Fraud strategy to develop and implement comprehensive fraud detection strategies and rules that balance fraud loss, cost of execution, and customer experience
- Proactive leadership and oversight on continuous improvement of fraud detection and decision rules, investigation and de-risking processes and methods as well as tools and systems, driving recommendations for enhancements to Fraud Strategy and other relevant stakeholders to improve effectiveness and efficiency.
- Support the development and operationalisation of communication and customer contact strategies for each product/ portfolio serviced to engage customers for evidence collection and fraud education.
- Review identified gaps in strategies, processes, and systems and take action to mitigate emerging fraud risks.
- Review business drivers, customer experience pain points and service challenges and support the implementation of remedial programs as agreed with business and Fraud Strategy to close the gaps.
- Develop and manage budgets and drive cost efficiencies to optimise both operational efficiency and financial performance for the area.
- Create and maintain a positive work climate and culture to energise employees, give meaning to work, and maximise employee engagement in support of creating Fraud Solutions as a Business unit of choice.
- Influence the development and enablement of Fraud Solutions culture and demonstrate and live the desired values and behaviours.
- Lead, motivate, inspire and develop teams to ensure that they have clarity of direction, are set up to succeed and enabled to deliver high performance.
- Take overall responsibility to co-ordinate and provide leadership for members in the area to achieve business performance and objectives.
- Sustain long-term business continuity by ensuring that business risks are identified, and effort is directed to designing and governing controls to mitigate risks.
- Ensure all required risk controls are recorded, monitored and effectively mitigated to deliver full management assurance and audit compliance.
- Proactively partner with Business Assurance and resolve areas identified in the review of Business Assurance, Targeted Management Control Assessment and audit issue/findings logs and direct adequate attention to closure within the agreed timelines.
- Ensure completion of the required compliance attestations and ensure adequacy of control attestations.
- Review and approve Control Risk Self Assessments (RCSA's) prepared for the function.
- Oversee all Risk and Loss events (ERMF & ORMS) because of error or fraud highlighted in the environment. Ensure that the issues are thoroughly investigated and closed or escalated as per policy.
- Take the lead on creating an operating environment that has a positive risk culture.
- Manage internal stakeholder engagements across Absa including but not limited to Forensics, Financial Crime, Chief Security Office and Product on Fraud case Investigations and outcomes.
- Manage internal and external stakeholder engagements (e.g., Fraud Solutions areas, products and segments, Financial Crime, Forensics) to provide assurance on the soundness of reporting.
- Manages external stakeholder requirements (e.g., SAFPS, SABRIC, MNOs and Credit bureaus) based on case outcomes.
- Maintain a high level of professionalism in stakeholder interactions, including written and verbal communications, based on sound knowledge of processes and procedures, schemes and understanding of relevant regulatory requirements.
- NQF 7 and above / bachelor's degree: Business, Commerce and Management Studies or related fields
- NQF 8 or above will be Advantageous
- 8-10 years Financial Services or similar environment experience
- 3-5 years leadership/senior management experience
- Operations &/or Contact Centre Management Experience
- Experience working in a Fraud or Risk environment will be Advantageous
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required), Master's Degree: Business Management
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
