Job Description

• To manage a team of resources through proactive and reactive processes and procedures within the fraud environment.
• Bring clarity and direction in addressing fraud events by efficiently and effectively utilising appropriate fraud interventions to reduce fraud losses for the bank.
• Manage and execute activities in line with standards for approvals and/or refuting reimbursements or write-offs based on the rand value of fraud incidents that have been reported and identified in the Bank
• Monitor and manage the resolution of customer complaints by using identified complaint trends to inform the handling of any re-occurrence
• Actively participate in key internal forums and share information and insights with colleagues across the Bank
• Cultivate and manage objective working relationships with various law enforcement agencies, experts and counterparts in the banking industry
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
• Compile and communicate accurate and timely reports on fraud cases and track progress made.
• Keep key stakeholders informed of case status including updating relevant information systems and tools (e.g. SAFPS list) accessed by the fraud community
• Compile relevant and comprehensive case related documentation in the required format to support efforts in addressing identified fraud events
• Monitor and address the quality and accuracy of information captured and solutions identified to minimise the impacts of fraud events to maintain a positive reputation of the bank when dealing with fraud matters
• 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 investigation processes are executed within the required timelines and compliance standards
• Manage resource allocation assigned to fraud periods and events to ensure timely and focused delivery of the required intervention
• Conduct fraud analysis activities in line with applicable laws, policies and procedures stipulated in the Bank
• Ensure optimal performance of both individuals and teams through the development of skills to achieve business objectives
• Manage personal development to increase own skills and competencies

Experience and Qualification

• A relevant qualification
• Team leader experience is advantageous
• Experience in the termination experience is advantageous
• AML experience
• Experience in the operations space

End Date: October 17, 2025