Senior Analyst , Fraud Recovery

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

Join Personal & Commercial Banking Operations to support RBC’s Client First strategy and the fraud management team in minimizing fraud losses. You will lead a team of Fraud Agents within an operations group, you will ensure overall effectiveness and performance of the team and demonstrate confidence, sense of urgency and an increased depth and breadth of product/process/technical knowledge for successful management of complex operational processes. You will identify and recommend continuous improvement opportunities, keeping a clear balanced approach between the client experience and mitigation of operational/compliance risk with full alignment to Personal & Commercial Operations business objectives.

What will you do?

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 (CSC’s), 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

What you need to succeed

Must-have

Proven leadership skills, including 4+years of people management experience within the credit card chargeback environment

Strong communication, facilitation and problem management capabilities

Ability to prioritizeconflicting demands and adapt to dealing withambiguity effectively

Ability to quickly grasp complex fraud schemes in a landscape of emerging and recurring trends

Proven ability to coach, develop people and identify top talent, and a strong knowledge of HR related policies and procedures

Ability to work various shifts within the business hours of 13:00 – 22:00, Monday to Friday

Nice-to-have

Previousexperience working in Fraud Operations

Experienced in working with Credit Card core systems (TSYS, Visa Resolve, MC Connect, etc.)

Knowledge of Change Management disciplines and activities and ability to apply (e.g. ADKAR).

Knowledge of chargeback rules

Knowledge of Visa and Mastercard network rules

Experience inOperational Centres with exposure to scorecards, benchmarking, EPM, CPO etc.

You live a full life shaped by your ideas. By your family. Career. Community. Your unique place in the world. You want an employer that helps you realize your vision for life with a meaningful career and supports your desire for more.

At RBC, we get it. We’re committed to creating an environment that will help people realize their full potential. Whether it’s developing new skills, opportunities to innovate and grow, modern and comprehensive benefits, or the flexibility to enjoy the moments that matter, RBC is a great place to build your career and life.

It’s your career. Your life. Where do you want to go?

RBC. Make It Yours

You live a full life shaped by your ideas. By your family. Career. Community. Your unique place in the world. You want an employer that helps you realize your vision for life with a meaningful career and supports your desire for more.

At RBC, we get it. We’re committed to creating an environment that will help people realize their full potential. Whether it’s developing new skills, opportunities to innovate and grow, modern and comprehensive benefits, or the flexibility to enjoy the moments that matter, RBC is a great place to build your career and life.

It’s your career. Your life. Where do you want to go?