Fraud Team Lead at DigiOutsource

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• We use the latest technology and information to ensure the security of our clients’ personal information and protection of the business against acts of fraud. From e-commerce and risk service to fraud prevention, compliance and more, our teams work towards creating a safe environment.
• Reporting to the Risk and Fraud Operations Manager, the role of Fraud Team Lead will be to manage and maintain an efficient and highly skilled Fraud Team.
• You will be required to challenge current methodology and enhance, develop and implement new strategies and methods to better understand our customers, their behaviour and intentions and thereby proactively identify risks to the business and mitigate such.

What you’ll be doing

As part of your role, you duties will include, but not limited to:

People Management:

• Recruitment: You may be conducting interviews to assist with the recruitment within the Fraud Team.
• Roster Management: Ensure sufficient coverage of team members to manage workload.
• People Development: Manage and motivate to extract the best out of the Fraud Team.
• You will be responsible and accountable to drive the correct behaviour with your team.
• You will be responsible to drive a continuous educational and learning environment within the team.
• Frequent development catch ups, and succession planning with your team.
• Honest conversations: Always provide constructive feedback to your team members.
• Ensure that the department’s vision is promoted and that a customer service orientated ethos is developed.
• Ensure that your team members are on top of their game and drive team cohesion and a positive working environment.
• Manage IR related issues: Monitor and maintain a concise record or attendance, time keeping, and IR related issues and discuss with Operations Manager and HR managing any concerns in line with company policies
• Query Resolutions.

​​​​​​​Performance Management

SLA Management:     

• Assign workload and manage agent outputs in accordance with proficiency levels.
• Monitor volumes and determine the best strategy with consideration to priorities to ensure SLA standards are met.
• New Starter Performance: closely monitor performance during the probation period with the responsibility of signoff. 
• Drive performance of your team with a balance between efficiency and happiness:
• Manage the productivity of the Fraud Team to ensure that service levels are met.
• Provide and record feedback based on Quality Assurance completed on agents - this should not only be restricted to areas of improvements but also recognize high standard of work.
• Performance Management: You will be responsible for the performance of your team members
• Record Agent qualitative issues, i.e. QA feedback, coaching, and training for performance management discussions.

​​​​​​​Escalations Management

Internal Escalations

• Be available to assist Risk and other departments in the business in relation to Fraud.
• You will be the key contact should anything query require urgent escalation and will take accountability to prioritize appropriately and resolve timeously.

System Issues:

• Ensure that operational issues are logged with IT where necessary and assume responsibility to get the issue resolved with urgency while keeping stakeholders updated.
• Ensure queries requiring Management/ Stakeholders attention are escalated in a timely and clear manner.

​​​​​​​Risk & Fraud Management

• Monitoring and investigating Fraud related concerns on all markets and providing possible solutions.
• Managing information and workflow between various teams such as Risk, Payments, Banking
• Staying abreast of any changes that may influence fraud processes and ensuring that all staff are kept up to date with operational changes and processes.
• Delegates all queries from third parties to have appropriate action been taken on.
• Report on suspicious behaviour identified to the MLRO.

Fraud Reporting:

• Providing accurate information for routine audits.
• Ensure that weekly/ monthly reports are delivered within deadlines at a consistently high quality.

Reporting to Operations Manager:

• Regular reports including, but not limited, to agent quality performance, fraud group behaviour and potential risks to the business identified.

Relationship Management

• Liaise with different teams within the Department, including Risk 18/7, Risk Operations Specialists & Analyst Team in relation to daily and strategic fraud detection.
• Liaise with different teams within the business including Banking & Payments in relation to daily & strategic fraud detection.
• Build relationships and liaise with Banks/ Processors on behalf of the department during investigations.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties to achieve business objectives.

​​​​​​​Essential skills you’ll bring to the table

• The necessary skills that we require for this role include:
• Relevant degree i.e. Law, or fraud certification i.e CFE
• Proven leadership experience or strong potential leadership competencies
• Understanding of Risk methodology, systems & technology 
• Good client-facing communication skills
• Demonstrates consistent behaviour aligned to the Organizational Culture

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• A good understanding of fraud fundamentals and customer behaviour
• Proficient in MS Excel
• Working knowledge of Elastic
• Ability to identify, analyse and report on trends
• Willingness to work shifts if required