Manager Fraud Solutions at Absa Group Limited (Absa)

Job Summary

BRIEF OVERVIEW OF THE SPECIFIC BUSINESS UNIT:
This role is within Everyday Banking Voice And Service Enablement in the Fraud Solutions Business area

BRIEF OVERVIEW OF THE ROLE:
Provide leadership direction and oversight in managing a team within Fraud Solutions which is focused on execution of Fraud mitigation strategies, providing delivery of the desired customer and colleague experience, and delivering high quality identification, investigation and resolution of fraud. Protect the bank, the Absa brand and customers from risk and impact associated with fraud through broad understanding the business and effective Fraud Intelligence and communication to all stakeholders and ensuring that fraud losses remain within the set fraud risk appetite.

Job Description

KEY RESPONSIBILITIES:

• Implement strategies effective for the detection, prevention and investigation of fraudulent activities and implement fraud prevention strategies and processes necessary for minimising risk of fraud.
• Partner with the Fraud Community to deliver insightful strategic guidance based on elevated fraud insights and mitigation recommendations.
• Translate strategic plans into operational processing objectives and tactical plans.
• 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 agreed with business and the Fraud Community to close any gaps.
• Execute the customer experience strategy and ensure delivery of the desired customer experience.
• Take responsibility for managing the business efficiently and continually striving to enhance existing capabilities (processes, tools/ systems) to deliver superior standards of efficiency and service.
• Understand industry and regulatory requirements, and oversee, review, challenge and report on the risk including operational risk, regulatory, industry and association reporting to ensure overall governance and oversight is maintained.
• Negotiate and agree performance targets, taking accountability for overall achievement of objectives across Fraud Solutions. Objectives include (but are not necessarily limited to) colleague satisfaction, customer satisfaction, cost and performance management, risk and compliance conformance, as well as ethical and rigorous 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.
• Drive change management and support the team through the change journey. This includes strategic and change communication, ensuring effective implementation and ongoing change review and monitoring.
• Drive colleague engagement and experience by encouraging recognition schemes aligned to overall recognition reward system of the organization and managing balanced workloads.
• Ensure prevention of loss and be accountable to follow procedures, attend risk control meetings, and, when appropriate, provide any recommended training.
• Complies with all Risk & Control frameworks and standards within the respective business hubs.
• Ensure tracking, monitoring and publishing of Risk & Control standards.
• Complete required compliance as prescribed by the impacted frameworks and ensure impacted team members complete required attestations.
• Develop and enhance network and relationship building to align the team with business partners within the organization as well as strategic stakeholders.
• Develop and maintain partnerships with Fraud industry institutions, and fraud/loss prevention organizations/Industries in the community to enable two-way information sharing.

MINIMUM REQUIREMENTS:

• Relevant Business/Fraud/Risk/Compliance degree or equivalent NQF level 7 qualification
• Fraud qualification will be advantageous

EXPERIENCE

• At least three (3) years Leadership experience
• Fraud Technical experience will be advantageous
• Previous Operations experience