Senior Manager, Fraud Protect, Fraud Solutions

Absa Group; Johannesburg; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading company in financial services seeks a senior leader for its Fraud Solutions team in Johannesburg. This role demands extensive experience in risk management and customer experience, focusing on developing strategies to mitigate fraud while enhancing service quality. Candidates should possess strong leadership skills and a relevant bachelor's degree, with a commitment to fostering a positive work environment.

Qualifications

• 8-10 years in Financial Services or similar environment.
• 3-5 years in leadership or senior management roles.
• Experience in Operations and/or Contact Centre Management.

Responsibilities

• Support and co-create the Fraud Solutions Strategy.
• Lead continuous improvement initiatives for fraud detection.
• Develop and manage budgets for operational performance.

Skills

Leadership

Risk Management

Fraud Detection

Customer Experience

Strategic Planning

Education

NQF Level 7 or higher / Bachelor's degree in Business, Commerce, Management

NQF Level 8 or higher

Job description

Pay: Competitive

Location: Johannesburg/Gauteng

Employment type: Full-Time

Job Description

• Req#: R-15973597

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and a strong position as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future, and shape our destiny as a proudly African group.

Job Summary

This is a senior leadership role within a high-volume, high-risk, fast-paced Fraud Solutions/contact center environment managed on a 24/7 shift cycle. The role entails balancing fraud risk management with customer experience. The incumbent will develop tactical strategies, formulate practices, and ensure operational implementation across a single practice according to risk methodology, governance, and delivery objectives. The environment focuses on fraud loss mitigation, customer empathy, and experience, supported by an expert fraud team and advanced technology. Extensive senior leadership experience is required, including leading other leaders, navigating complex challenges, providing thought leadership, and engaging with unions on disputes. Experience in a matrix reporting system is essential, with the ability to support individuals through multiple reporting lines.

Job Responsibilities

• Support and co-create the Fraud Solutions Strategy to achieve global leadership in fraud solutions and ensure connectedness across the fraud value chain.
• Understand the fraud environment, including trends, modus operandi, and investigation strategies, to meet business objectives.
• Formulate and drive the delivery of the function’s strategy to ensure a future-ready, best-in-class operation based on trends and best practices.
• Identify and implement opportunities to enhance capability, improve customer and colleague experience, and optimize costs without compromising fraud mitigation.
• Partner with Fraud Strategy to develop and implement comprehensive detection strategies and rules balancing fraud loss, cost, and customer experience.
• Lead continuous improvement initiatives for fraud detection, decision rules, investigation processes, and tools, recommending enhancements to stakeholders.
• Support customer engagement strategies for evidence collection and fraud education across products/portfolios.
• Review gaps in strategies, processes, and systems, and take action to mitigate emerging risks.
• Address customer pain points and service challenges, supporting remedial programs to close gaps.
• Develop and manage budgets, driving cost efficiencies for operational and financial performance.
• Create a positive work environment to energize employees, promote engagement, and foster a fraud solutions culture.
• Lead, motivate, and develop teams to deliver high performance with clarity of purpose.
• Coordinate and provide leadership to achieve business objectives.
• Ensure long-term business continuity through risk identification and control governance.
• Record, monitor, and mitigate risk controls for audit compliance.
• Partner with Business Assurance to address audit findings and ensure timely closures.
• Complete compliance attestations and review Control Risk Self Assessments (RCSA).
• Oversee risk and loss events related to error or fraud, ensuring thorough investigations and proper escalation.
• Foster a positive risk culture within the operating environment.
• Manage stakeholder engagements internally (e.g., Forensics, Financial Crime, Security, Product) and externally (e.g., SAFPS, SABRIC, MNOs, Credit Bureaus) to ensure effective reporting and case management.
• Maintain professionalism in all stakeholder interactions, with sound knowledge of processes, schemes, and regulatory requirements.

Qualifications and Experience

Education

• NQF Level 7 or higher / Bachelor's degree in Business, Commerce, Management, or related fields.
• NQF Level 8 or higher is advantageous.

Experience

• 8-10 years in Financial Services or similar environment.
• 3-5 years in leadership or senior management roles.
• Experience in Operations and/or Contact Centre Management.
• Experience in Fraud or Risk environments is advantageous.

Absa Bank Limited is an equal opportunity employer committed to diversity and inclusion.