Manager: Fraud Solutions

6 months ago

Johannesburg, South Africa Absa Bank Limited Full time

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

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.

BRIEF OVERVIEW OF THE SPECIFIC BUSINESS UNIT:
This role is within: Everyday Banking - Fraud Solutions

BRIEF OVERVIEW OF THE ROLE:
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. Translate strategies into actionable goals and execute relevant projects /Initiatives aligned to Group Fraud Strategic objectives with specific performance measures and control systems to track progress.

**Job Description**:
KEY ACCOUNTABILITIES:
Accountability: Set business plans and contribute to strategic objectives
- Translating strategic plans into operational processing objectives and tactical plans, ensuring a competitive processing offering to Absa.
- Manage the Fraud Management Systems and identify innovative solutions in order to effectively identify fraud.
- 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.
- Partner with Fraud strategy to develop the strategy based on data driven insights.
- Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs as agreed with business and Fraud Strategy to close the gaps.
- Engage, understand and leverage Fraud strategies (people, processes and systems), being established across the Group, to drive global common best practice solutions.

Accountability: Business Operations Management
- Drive the alignment of Fraud Solutions services with the requirements of Fraud Strategy, Fraud Forensic Investigations, Products and Segments, ensuring alignment and cooperating effectively with other business unit delivery requirements across the Group.
- Lead rigorous demand management (SLA determination, forecasting & variance analysis) aligned with balanced capacity management (resource & material requirements planning).
- Negotiate and agree performance targets, taking accountability for overall achievement of objectives across Fraud Solutions. Objectives include (but are not necessarily limited to) employee satisfaction, customer satisfaction, cost performance, 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.
- Perform governance and oversight as a leader on selected management/steering committees, if necessary, to provide guidance and control governance oversight with regard to their target performance, interpretation of the environment within which these businesses operate, determination of strategic and tactical initiatives, agreement in decision-making and the driving of corrective actions to ensure that the business objectives of these business units are also met.
- Drive cost efficiencies and govern allocated budgets to optimise both business efficiency and financial performance for Fraud Solutions.

Accountability: Innovates and champions change management
- Oversee the design, measurement and continuous improvement of business intelligence, management information, balanced scorecards (OLI, SLA, KPI) and executive reporting related to Fraud Solution performance. Based on findings and trends identified, direct gap analyses, SWOT analyses, and advises recommendations about strategies to enhance performance achievements.
- Nurture a culture of continuous improvement by consistently driving the reengineering of business processes.
- Direct a pioneering culture that continually drives strategic opportunities and operational efficiencies.
- Drive performance measures determined against leading global benchmarks to deliver operational solutions.
- Provide guidance to the team on methods to achieve world class standards of efficiency and service, continually striving to enhance existing processes.

Accountability: Risk and Control
- Sustain long-term business continuity by proactively identifying potential business risk and designing and governi

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