Team Leader Fraud Solutions RBB (PTA - Watloo) at Absa Group Limited (Absa)

Job Summary

To provide leadership in managing a team within Fraud Solutions specifically focusing on the experience of the customer and colleague also the delivery of the desired customer experience, identification of potential fraud, fraud trends and resolution thereof. To manage staff responsible for the resolution of fraud related queries at first point of contact and ensuring that customers receive prompt and courteous service in an effort to minimize losses. Effectively managing customer expectations through consistent and continuous engagement with the team and ensuring quality at all times within agreed service levels.
Job Description

Key Accountabilities 

Accountability: Operations Management 

• Implement an effective capacity management methodology ensuring service levels are always met.
• Manage change whilst maintaining operational efficiencies and effectiveness within your respective department.
• Provide continual evaluation of processes and procedures.
• Ensure all Absa Fraud Systems are optimally used and suggest enhancements where necessary.
• Verify the quality of daily statistics and confirm correctness according to mandate.
• Manage system problems/incidents Logged on UNICENTR system to ensure speedy feedback and follow up on non-feedback from IT.
• Communicate new fraud trends to team members as well as Business where the trends will impact Fraud losses and business and Fraud Strategy decisions.
• Attend operational/strategy/risk meetings on a regular basis and share information with the team.
• Perform quality assessment and Service Quality Delivery on core task performed by team members.

Accountability: People Management 

• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.
• Provide Team leadership in order to achieve operational excellence through continuous skills gap analysis, people development and coaching activities.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Provide guidance and support to the team and where relevant to solicit the services of HR as well as Learning & Development.
• Align the deployment of the employees according to their skills and competencies in order to deliver the execution of fraud strategies and expected outcomes. 
• Ensure that the Absa values are always displayed and entrenched.
• Develop a high performing team by embedding effective performance management processes. 
• Build and foster relationships with colleagues in order to improve overall effectiveness and Influence high team morale.
• Manage absenteeism according Absa standards and procedures.

Accountability: Customer Focus 

• Ensure all SLA’s are met as per set agreements
• Follow up all customer complaints to ensure effective resolution of customer complaints and client satisfaction
• Ensure that customers are treated fairly and in line with Absa strategy to be the Bank that Cares.

Accountability: Risk Management 

• Ensure that processes, control requirements and risk management frameworks that have been designed for the area are understood by all member of the team.
• Ensure that the team understands all compliance requirements and highlight gaps to Manager.
• Monitor compliance training undertaken by team members and ensure that they complete the required training within prescribed timelines.
• Comply to the relevant resignation procedure through ensuring recovery of Bank assets and revoking of building and system access.
• Implement action plans on RCSA (Risk and Control Self-Assessment) monthly by doing regular Risk assessments to prevent unforeseen risk from occurring
• Co-operate and support the Assurance team in execution of their duties.
• Identify and perform a root cause analysis on losses due errors and provide feedback with recommendation to management for decision making. 
• Report qualifying risk incident as per the criteria set out in the Operational Risk and Group Financial Crime Management incident reporting Procedure as found on the Risk Portal. 
• Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date.
• Ensure that the team members read circulars that are relevant to the area and answer questions they may have.
• Comply to compulsory Corporate governance and legislation requirements.

Accountability: Citizenship 

• Lead and participate in Fraud Operations citizenship initiatives.
• Actively participate in community projects and encourage all colleagues to participate through a positive attitude. 
• Facilitate ideas to the Citizenship initiative facilitator

Education and Minimum Requirements 

• National Diploma or equivalent NQF level 6 qualification
• B Degree or equivalent NQF level 7 qualification or higher preferred
• At least two years Fraud Experience, preferably in Fraud or Risk Environment within a Bank
• Supervisory experience

Education

• Bachelor's Degree: Retail Management (Required)

Closing Date: 22nd, March 2022