Manager Fraud Solutions

Empowering Africa’s tomorrow, together one story at a time.
- 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

Provide leadership direction and oversight in managing a team within Fraud Solutions which is focused on execution of Fraud mitigation strategies, providing delivery of the desired customer and colleague experience, and delivering high quality identification, investigation and resolution of fraud.

Job Description

Key accountabilities

Accountability: Strategy and Execution

Implement strategies effective for the detection, prevention and investigation of fraudulent activities and implement fraud prevention strategies and processes necessary for minimising risk of fraud.
- Effectively manage new rules implemented by Fraud Strategy and provide input into latest fraud trends to assist with effective rule maintenance and creation.
- Partner with the Fraud Community to deliver insightful strategic guidance based on elevated fraud insights and mitigation recommendations.
- Translate strategic plans into operational processing objectives and tactical plans.
- 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.
- Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs agreed with business and the Fraud Community to close any gaps.
- Execute the customer experience strategy and ensure delivery of the desired customer experience.
- Take responsibility for managing the business efficiently and continually striving to enhance existing capabilities (processes, tools/ systems) to deliver superior standards of efficiency and service.

Accountability: Leadership
- Negotiate and agree performance targets, taking accountability for overall achievement of objectives across Fraud Solutions. Objectives include (but are not necessarily limited to) colleague satisfaction, customer satisfaction, cost and performance management, 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.
- Take overall responsibility to manage team members to achieve business performance objectives and targets.
- Implement productivity improvement measures through ongoing on the job coaching and training for colleagues on any new processes, modus operandi, trends or their areas for improvement.
- Drive people development and growth through input into succession planning; coaching; skills profiling, supporting training and development including cross skilling and cascading the flow of technical knowledge.
- Address any process failures and delivery challenges specific to the team under management.
- Drive change management and support the team through the change journey. This includes strategic and change communication, ensuring effective implementation and ongoing change review and monitoring.
- Drive colleague engagement and experience by encouraging recognition schemes aligned to overall recognition reward system of the organization and managing balanced workloads.
- Support the team’s engagement in people management functions, including but not limited to: recruitment, disciplinary and grievance processes.

Accountability: Risk and Control
- Ensure prevention of loss and be accountable to follow procedures, attend risk control meetings, and, when appropriate, provide any recommended training.
- Complies with all Risk & Control frameworks and standards within the respective business hubs.
- Ensure tracking, monitoring and publishing of Risk & Control standards.
- Co-ordinate completion of corrective actions to resolve Governance breaches.
- Ensure adherence of Risk and Policy Frameworks and ensure compliance of the relevant Risk and Policy
- Elevate business risk to heads and ensure that effective controls are in place.

Accountability: Stakeholder Management
- Build and manage stakeholder engagement, providing guidance and directing their workload activities to ensure timescales and requirements are met.
- Maintain a high level of professionalism in stakeholder interactions, including written and verbal communications, based on sound knowledge of the industry and understanding of relevant regulatory requirements.
- Develop and maintain partnerships with Fraud industry institutions, and fraud/loss prevention organizations/Industries in the community to enable two-way information sha