Assistant Manager, Fraud Investigation

Standard Chartered Bank; Selangor; On-site; MYR 100,000 - 130,000; Full time

Job summary

A leading global bank in Malaysia is looking for a Fraud Risk Manager to oversee retail clients' fraud risk activities, conduct investigations, and develop strategies to mitigate fraud losses. This role requires working closely with various stakeholders to ensure effective fraud risk management across channels and products. Join us in enhancing operational efficiency and promoting a strong fraud awareness culture.

Responsibilities

• Manage Retail Clients Fraud Risk activities effectively aligned to business strategy.
• Conduct fraud investigations for dispute cases involving various types of fraud.
• Develop effective fraud risk management strategies and deploy across products.

Job description

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

RESPONSIBILITIES

• Manage Retail Clients Fraud Risk activities and processes effectively and efficiently aligned to business strategy for the country.
• Work with Head, Fraud Risk Management, and other stakeholders in the country for smooth functioning of Fraud risk management processes and activities.
• Manage fraud risk, assisting businesses with implementing the ‘best in class tools & processes to minimize fraud losses while maintaining and adhering to customer charter goals and objectives.
• Conduct fraud investigation for dispute cases involving card payment fraud / lending fraud / Digital Banking Fraud.
• Liaise with Regulator and Group fraud on fraud related matters, includes fraud incident reporting.
• Support and provide inputs to Head, Fraud Risk Management for developing operational model and shaping strategic agenda for Fraud risk management and implementing the strategic direction for the country.
• Work with Head, Fraud Risk Management to design and implement the Fraud Risk strategy and infrastructure for the country for channels and products within Retail Clients segment.
• Ensure the Fraud Risk Management framework is effectively embedded and communicated across Retail Customers segment.
• Develop a proactive, independent, balanced and a fraud risk awareness culture within the organisation.
• Develop effective fraud risk management strategies and timely deploy these strategies across products and channels.
• Identify industry best fraud risk infrastructure and management practices are tabled and are considered for adoption within the country.
• Ensure that gross and residual fraud risks are understood and agreed with the respective business heads in the country.
• Perform investigation for all fraud dispute cases i.e., lost & stolen, account take over, identity take over, card present, card-not-present, CASA etc.
• Attend to emails from various channels i.e., customer service, branch, collection, CI, sales, chargeback etc. related to fraudulent dispute incidents.
• Attend to ombudsman mediation related to fraud dispute cases.
• To attend court hearing for cases fraud dispute cases involving SCB customers.
• Conduct Fraud Awareness Training to internal staff, focusing on sharing of latest fraud trends and emphasising on the controls in mitigate fraud risk.
• Lead and drive standardisation, automation and consolidation through re-engineering and process improvement initiatives for the country for Fraud Risk Management.
• Develop and maintain fraud management capabilities, skills and infrastructure in the country that are in compliance with both internal policies and external regulations and are responsive to fraud attacks.
• Act quickly and decisively when any risk and control weakness become apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees.
• Implement the Operational Risk Framework and monitor the operational risk metrics for the country to identify potential control weaknesses.
• Identify and track Key Performance Indicators (KPIs) to support strategy testing environment and daily operations.
• Continuously improve the operational efficiency and effectiveness of fraud risk management processes.
• Ensure effective recovery tracking process in place in the country.