Fraud Administration and Operations Manager

FirstRand Bank India; Johannesburg; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

FirstRand Bank India is seeking an experienced Fraud Manager to lead a team in executing fraud administration processes and maximizing recoveries. You will oversee recovery activities, ensure compliance with standards and laws, and manage budgets while reducing fraud-related issues.

The role emphasizes stakeholder collaboration, continuous improvement, and delivering outstanding client service. Candidates should have a Fraud-related qualification and 4+ years in a similar role with 3+ years

Qualifications

• A relevant qualification in Fraud (Diploma/Degree).
• 4+ years of experience in a similar role.
• 3+ years of experience managing complex teams.
• Stakeholder management.

Responsibilities

• Manage recovery activities in line with applicable standards and laws to maximize recoveries for the Bank, approve write-offs based on the rand value of fraud incidents.
• Reduce fraud complaints by analyzing complaints and identifying gaps for improvements.
• Lead participation in specialist practice forums to share information and insights across the business.
• Cultivate and manage relationships with law enforcement agencies and counterparts in the banking industry.
• Deliver an exceptional client experience through proactive and appropriate solutions and communication.
• Extract insights from root cause analysis to inform fraud prevention improvements.

Skills

Team leadership

Stakeholder management

Education

Fraud qualification (Diploma/Degree)

Job description

Job Description

To manage and guide team resources in executing the appropriate fraud administration processes and procedures in a timely manner to maximize recoveries for business and minimise any write-offs

• Manage recovery activities in line with applicable standards and laws to maximize recoveries for the Bank, approve write-offs based on the rand value of fraud incidents.
• Manage costs within approved budget and timely submit required financial documents.
• Reduce fraud complaints (conduct analysis of complaints, identify gaps and recommend improvements) to ensure processing at optimal levels at all times and identifying continuous improvement based on complaints data.
• Lead participation in specialist practice forums to share information and insights across the business.
• Cultivate and manage objective working relationships with various law enforcement agencies, experts and counterparts in the banking industry.
• Deliver an exceptional client experience that exceeds customers and stakeholders' expectations through proactive and appropriate solutions and communication.
• Share and impart knowledge of fraud prevention and intervention practices to team members through relevant forms of delivery.
• Extract, share insights, lessons learnt and recommendations from root cause analysis applied in fraud cases to inform further fraud prevention improvements across a wide range of processes and systems, regulation and policies.
• Ensure that required systems are available for use, suitable rules are applied, and fraud investigation processes are executed within the required timelines and compliance standards
• Develop and implement the appropriate fraud recovery strategies with priorities and objectives for the forthcoming year that relate to specific BUs and channels
• Conduct fraud administration activities in line with applicable laws, policies and procedures stipulated in business
• Check system queues and data records for progress on fraud claims to be processed and aging of accounts respectively
• Compile and communicate accurate and timely administration function reports to and keep key stakeholders informed of recovery, chargebacks and write-offs including updating relevant information systems accessed by the fraud community
• Ensure optimal performance of both individuals and teams through the development of skills to achieve business objectives
• Manage own development to increase own competencies

Minimum requirements

• A relevant qualification in Fraud (Diploma/Degree)
• 4+ years of experience in a similar role
• 3+ years of experience managing complex teams
• Stakeholder management

All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.