Fraud Administration and Operations Manager C

1 week ago

Johannesburg, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:

- Manage and guide team resources in executing the appropriate fraud administration processes and procedures in a timely manner to maximize recoveries for FNB and minimize any write-offs.**experience and qualifications**:

- Minimum: NQF 7/Degree
- Preferred: Degree in relevant field
- Minimum 7 years experience in operations with team leadership experience
- Experience in financial services industry**additional requirements**:
**responsibilities**:

- Reduce fraud complaints (conduct analysis of complaints, identify gaps and recommend improvements) to ensure processing at optimal levels at all times and identifying continuous improvement based on complaints data
- Lead participation in specialist practice forums to share information and insights across the business.
- Cultivate and manage objective working relationships with various law enforcement agencies, experts and counterparts in the banking industry.
- Share and impart knowledge of FNB fraud prevention and intervention practices to team members through relevant forms of delivery.
- Extract, share insights, lessons learnt and recommendations from root cause analysis applied in fraud cases to inform further fraud prevention improvements across a wide range of processes and systems, regulation and policies.
- Ensure that required systems are available for use, suitable rules are applied and fraud administration processes are executed within the required timelines and compliance standards.
- Develop and implement the appropriate fraud recovery strategies with priorities and objectives for the forthcoming year that relate to specific BUs and channels.
- Conduct fraud administration activities in line with applicable laws, policies and procedures stipulated in FNB.
- Manage recovery activities in line with applicable standards and laws to maximize recoveries for the Bank, approve write-offs based on the rand value of fraud incidents.
- Manage costs within approved budget and timely submit required financial documents.
- Check system queues and data records for progress on fraud claims to be processed and aging of accounts respectively.
- Ensure optimal performance of both individuals and teams through the development of skills to achieve business objectives.
- Manage own development to increase own competencies.
- Compile and communicate accurate and timely administration function reports to and keep key stakeholders informed of recovery, charge-backs and write-offs including updating relevant information systems accessed by the fraud community.
- Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.

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