Fraud Manager

4 days ago

Century City, South Africa White Hat Gaming 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 whole department.

**Key Responsibilities**:

- Handle escalations from our Licensees and 3rd party organisations
- Develop and optimize new and existing processes, infrastructure, strategies, and tools, utilized to identify, and manage fraud risk
- Ensure suspicious activities are promptly investigated, handled in a timely and appropriate manner, working with the respective stakeholders where applicable
- Provide strategic insights via regular high-quality reporting to the management team
- Act as an escalation resource for cases that require more in-depth investigation and knowledge
- Oversee the flow of daily operations ensuring that all tasks of the team are done in an accurate and efficient way
- Monitor team performance, KPIs and SLAs and motivate the team to achieve goals
- Work closely with QA to ensure service levels are met and any training gaps are fulfilled
- Monthly Team feedback sessions and managing progress of direct reports.
- Hold weekly meetings with Quality Assurance Team Leader to close any performance gaps for the team
- Hold weekly meetings with department Team Leaders (Payment Ops, Verifications, QA)

**Requirements**:

- Experience of working in an ecommerce business
- Experience of working in risk & fraud mitigation function and understanding the regulatory requirements.
- Making operational and process decisions
- 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
- Extensive knowledge of Anti Money Laundering Regulations and Responsible Gaming
- Experience in working for an international contact centre
- Ability to work in a multi-dimensional environment
- Grade 12 or equivalent
- Attention to detail and time management skills

**_
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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