Fraud Operations Lead - Recovery & Team Excellence

RBC; Putrajaya; On-site; MYR 96,000 - 144,000; Full time

Job summary

RBC is seeking a capable Leader to head a Fraud Agents team within Personal & Commercial Banking Operations in Putrajaya, Malaysia. You will align with Client First strategy, improve processes, and manage complex fraud-related operations while ensuring risk controls and customer experience are balanced.

The role requires strong leadership, shift flexibility (13:00–22:00), and collaboration with international partners to sustain performance and CSC commitments.

Qualifications

• Must-have: Proven leadership skills, including 3+ years of people management experience within the credit card chargeback environment.
• Must-have: Strong communication, facilitation and problem management capabilities.
• Must-have: Ability to prioritize conflicting demands and adapt to ambiguity effectively.
• Must-have: Ability to quickly grasp complex fraud schemes in a landscape of emerging and recurring trends.
• Must-have: Proven ability to coach, develop people and identify top talent, and a strong knowledge of HR related policies and procedures.
• Must-have: Ability to work various shifts within the business hours of 13:00 – 22:00, Monday to Friday.

Responsibilities

• Ensure team members understand Personal and Commercial Operations strategic goals, and the key impact their team’s day to day performance has on end to end sales/service cycle.
• Focus on team productivity and quality for complex client processes, contributing to achievement of business specific Client Service Commitments (CSCs), and strive to deliver on resolving client issues at first point of contact
• Demonstrate RBC Blueprint behaviours, creating a positive and productive work environment and drive the high performance of a diverse team of Fraud Agents
• Conduct meaningful open coaching routines and deliver candid feedback aimed at enhancing employee capability to meet business results and achieve performance success
• Execute change while supporting employees through proactive communication, issue resolution and effective decision-making, ensure delivery of all Human Resources Management practices and adherence to authorities for the role
• Take responsibility for operational risk for the team and accountability for when issues, errors and/or high risk situations surface through escalations by referring to the Manager and/or appropriate stakeholders as necessary
• Accountable for workforce management planning, cross training, sharing resources, utilizing available tools and the right people/skills/capabilities to meet P&C Operations’ business needs, ensuring employees maximize use of technology and tools available
• In this role, you will communicate and interact frequently with RBC partners and/or employees located across Canada and/or worldwide

Skills

Communication

Customer Success

Data Gathering Analysis

Decision Making

Detail-Oriented

Fraud Management

Fraud Risk Management

Group Problem Solving

Teamwork

Tools

TSYS

Visa Resolve

MC Connect

Job description

RBC is seeking a capable Leader to head a Fraud Agents team within Personal & Commercial Banking Operations in Putrajaya, Malaysia. You will align with Client First strategy, improve processes, and manage complex fraud-related operations while ensuring risk controls and customer experience are balanced.

The role requires strong leadership, shift flexibility (13:00–22:00), and collaboration with international partners to sustain performance and CSC commitments.