Head Fraud Hotline (Fraud Solutions - RBB ) - JHB at Absa

Job Summary

The aim of the role is to lead the Fraud Solutions Hotline team, focusing on prevention of fraud and recovery of fraud proceeds where fraud has taken place. The incumbent must ensure that the team delivers high level of service to customers who are experiencing fraud or want more information regarding fraud in an effort to protect themselves from Fraud.  The incumbent must also collaborate with different Fraud Heads, Product areas and channels within RBB in order to support the success of the Fraud communities.  The incumbent must also lead a team towards a high-performance culture.

Job Description

KEY RESPONSIBILITIES:

• Leadership of the team

• Provide insights and modus operandi as fraud is experienced by customers and reported to the Fraud Hotline.

• Responsible for all Voice, Mobile Banking and E-Channel fraud reporting.

• Be the Voice System Custodian for all Contact Centre related systems

• Lead Fraud Industry from a Fraud Hotline perspective to mitigate fraud losses and contact centre related capabilities.

• Manage team performance including the Capacity Solutions Management in a 24 hour environment.

• Shape and model the Fraud Hotline performance in the ways of work within Fraud.

• Participate and lead discussions in the different product Fraud Portfolio Quality Reviews (PQR)

• Lead all engagements relating to Voice and Contact Centre set up purpose of effective Fraud Hotline performance and overall Fraud Solutions.

MINIMUM REQUIREMENTS:

• Must have contact centre experience, preferable within Fraud environment

• Must have been involved with Fraud process changes including re-engineering of such process with governance management implementation.

• A minimum of 3 – 5 years leadership experience which includes leading managers, some of which must include specific fraud leadership experience

• Experience in working or dealing with industry is critical (Fraud Industry will be added advantage)

• Experience in participating in Fraud Portfolio Quality Reviews.

• A minimum of a Bachelor’s Degree (Honors or Masters preferred)

• Preferably a member of the Association of the Certified Fraud Examiners.

• Experience in performing in Senior Leadership level and participating in Senior Forums

WHAT’S ON OFFER:

• To be part of a broader Senior Fraud Innovation Leadership team

• Incumbent will have opportunity to show case in Senior Product Forums

• Incumbent will have autonomy in leading their teams to high performance culture.

DISCLAIMER:

• Preference will be given to South African citizens and permanent residents of South Africa in possession of proof of Permanent Resident Status.

• The appointment will be made in line with the Divisional Employment Equity Strategy.

• There is no referral plan linked to his requisition.

• Closing date: Midnight: 08 February 2021

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