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Learning Specialist
4 months ago
Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary
To provide advice and support in the development and implementation of fraud specific content planning and methods and techniques; enabling the provision of sound fraud insights.
Ability to impart fraud specific knowledge to fraud specialists through formal and informal engagements.
Analyze fraud trends and modus to advise the Fraud Squad of the changing fraud environment.
To educate individuals and teams on the ever evolving fraud modus and trends.
**Job Description**:
Accountability: Solutioning & Advisory
- Assess business performance against Key Value Drivers and introduce business change to steer business towards strategic objective
- Critically evaluate fraud modus operandi, customer complaints and Voice of Customer surveys to assess control weaknesses for enhanced service offering
- Drive control enhancement intervention to improve fraud detection and preventions rates
- Identify opportunities to improve fraud controls to mitigate fraud losses and negative customer experience
- Continuously review the fraud recoveries value chain to enhance recovery rates for Customer and Bank.
- Continuously review the fraud Preventions & Investigations capacity to sustain high service performance with effective a Customer contact strategy.
- Provide analysis and recommendations to maintain adequate resource levels.
- Continuous design and configuration of inbound and outbound call flows to maintain maximum effectiveness for operational impact as well as customer and colleague experience.
- Manage and enhance customer contact strategies (through process and or tools) to improve fraud detection, preventions, and customer experience.
- Assess and improve the fraud execution tools to enhance operational execution and to reduce customer friction.
- Identify opportunities to eliminate workflow bottlenecks, to improve ‘Solve for Customer’ and Solve for Bank’ turnaround times.
- Assess business performance issues, identify opportunities, and provide feedback to Fraud Hubs
Accountability: Business Process & Service Enhancement
- Work with teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identify opportunities to leverage this information through great customer experiences and enhanced business processes.
- Defining, designing and delivering solutions that drives Fraud Solutions Book of Work.
- Understand and help mitigate potential risks which the strategic projects and initiatives may pose to the organization and adopt ideas to minimize such exposure to risks.
- Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs to close the gaps.
- Develop solutions that will enable front line team members to provide a sustainable, proficient and professional level of service to customers, additionally enhancing the employee experience.
- Develops solutions to solve repetitive customer failures derived from roots causes and insights that adversely affect customer experience.
- Design, develop and deliver through integrated teams, ongoing customer experience improvements as well as innovations which provide Absa with sources of significant differentiation and competitive advantage
- Work collaboratively in a team and document functional requirements and prioritisation from business stakeholders through workshops and relevant documentation while tracking implementation delivery and reporting on progress
Accountability: Stakeholder Relationship Management
- Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences and effective change that drive customer intimacy and operational effectiveness, leveraging best practice
- Build comprehensive networks and sound relationships with businesses across Retail & Business Bank to influence ways of working.
- Engage with Hub Heads and the Frontline teams to effectively implement new strategies, improve existing strategies and deliver on the strategy.
- Develop and maintain effective relationships with supplier and internal business partners to ensure better support towards Fraud Solutions - strategies, customers, and colleagues
- Develop and maintain effective relationships with key industry bodies and play an active role in industry related initiatives.
- Build working relationships with the respective internal and external stakeholders and keep them abreast of the fraud trends, root causes, customer experience and service performance.
- Design, develop and deliver through integrated teams ongoing improvements leadi
