Fraud Operations Lead, Senior Analyst

RBC Shared Services Malaysia Sdn Bhd; Putrajaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

RBC in Malaysia is seeking an experienced leader to head the Fraud Agents within Personal & Commercial Banking Operations. You will drive performance, manage complex fraud processes, and align with Client First strategy.

You will coach a diverse team, handle risk escalations, and coordinate with Canada and worldwide partners to ensure risk controls and strong client experience. This role requires 4+ years of people management in credit card chargeback environments, strong communication, and the

Qualifications

• Must-have: Proven leadership skills with 4+ years of people management experience in credit card chargeback environments.
• Strong communication, facilitation and problem management capabilities.
• Ability to prioritize competing demands and adapt to ambiguity.
• Ability to quickly grasp complex fraud schemes and changing trends.
• Experience coaching, developing people and managing HR policies.

Responsibilities

• Lead a team of Fraud Agents within Personal & Commercial Banking Operations.
• Ensure team productivity and quality to meet Client Service Commitments (CSC).
• Provide open coaching and candid feedback to enhance capability and performance.
• Drive change and manage HR practices, risk, and escalation processes.
• Plan workforce management, cross-training, and optimize resource use with available tools.
• Communicate and collaborate with RBC partners globally.

Skills

Leadership

People management

Communication

Facilitation

Problem solving

Prioritization

Adaptability

Shift planning

Team coaching

Tools

TSYS

Visa Resolve

MC Connect

Job description

RBC in Malaysia is seeking an experienced leader to head the Fraud Agents within Personal & Commercial Banking Operations. You will drive performance, manage complex fraud processes, and align with Client First strategy.

You will coach a diverse team, handle risk escalations, and coordinate with Canada and worldwide partners to ensure risk controls and strong client experience. This role requires 4+ years of people management in credit card chargeback environments, strong communication, and the