Senior Manager, Fraud Hotline, Fraud Solutions

Empowering Africa’s tomorrow, together…one story at a time.

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 through technology and delivery teams/supervisors.
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.
Lead a team of 120+ people with 10 direct reports in an Inbound Fraud Hotline 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

Education

• NQF 7 and above / Bachelor's Degree: Business, Commerce and Management Studies or related fields

• Master of Business Administration or Equivalent (NQF 8 or above will be Advantageous)

Preferred Experience

• 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

Additional Description

• Risk Management: Providing Subject Matter Expertise to Risk types

• Stakeholder Management: Build and Maintain effective Relationships with relevant stakeholders

• Risk Reporting: Identify, assess and Report key risks arising from significant events, investigations, audit and control issues

• Leadership: Develop a high performing Team

• Customer Experience: Provide empathetic customer experience to defrauded customers

• Digitized Solutions: provide business ownership and sponsorship to future thinking and programmes

• Risk and Control: Adherence to Policies, Procedures and Regulations

The role services Everyday Banking, Relationship Banking and Product Solutions cluster in preventing fraud that may manifest from customers onboarded by any of these clusters. The role is not only internally focused but must build strategic relationships with external parties such as merchants and other banks to enhance fraud preventions and recoveries when has taken place and reported to the Fraud Hotline by customers.

The Fraud Hotline provides a one stop shop solution and is the point of contact for customers, other banks and merchants who may want to report fraud.

The incumbent is accountable for sourcing and managing suppliers that provide fraud reporting solutions that are aimed at improving the effectiveness and efficiencies of the environment which must be driven with an outcome in mind of world class preventions operation and a market leading approach.

The incumbent is accountable for effective management of fraud risks associated with the preventions processes, aligned with Absa Risk management and governance frameworks and standards, and ensuring that fraud losses remain within the set fraud risk appetite.

The role evaluates, reviews, and reports on risk types across the portfolio. This includes the identification of potential fraud trends, threats and Modus Operandi and Risk mitigation feedback.

Education

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