Fraud Floor Manager

2 weeks ago

Century City, South Africa Moonspin PTY LTD Full time

Moonspin is proud to offer industry leading Customer Service, Risk/Fraud and Tech Development services to our international client base. Our expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. We hire experienced top talent people which enables us to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.

**Purpose of the Role**

To manage and maintain the operations team of the Central Fraud team and develop the department.

**Key Responsibilities**:

- Responsible for supervising the general operations of the teams
- Act as an escalation resource for cases that require more in-depth investigation and knowledge
- Assist with the Risk responsibilities and obligations of the organisation including development, performance, and maintenance of processes
- Assist in achieving complete risk management systems in accordance with organisation plans and adherence to legislation and agreed regulatory bodies’ processes and procedures
- Meet set targets personally and for the team
- Together with the department Trainer, contribute to training and development of the team
- Monthly Team feedback sessions and managing progress of each individual team member.
- Monitor team performance, KPIs and SLAs and motivate the team to achieve goals
- Providing advice, guidance, and support to all individuals of the team
- Train and appraise individual team members to ensure targets are met
- Grooming the team on all process areas and regularly working towards expanding their knowledge base
- Regular reporting and escalation to Management about team progress and any concerns that require their attention.
- Allocation of work based on business and management requirement. Ensuring that all tasks as being record, performed, and updated
- Ensuring adherence to all internal process documents and policies

**Requirements**:

- Experience of working in an ecommerce business
- Experience of working in risk & fraud mitigation function and understanding the regulatory requirements.
- Experience in handling & mentoring people and holding healthy discussions.
- Experience in documentation and effective communication
- Effective business decision-making skills, be able to think on your feet
- Excellent computer proficiency (MS Office - Word, Excel and Outlook)
- Leadership experience, handling people and their work
- Experience in working for an international contact centre
- Ability to work in different shifts
- Ability to work in a multi-dimensional environment
- Grade 12 or equivalent

**_Moonspin is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process._

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