Fraud Complaints Lead - Customer Outcomes & Insights

Absa Group; Johannesburg; On-site; ZAR 700 000 - 900 000; Full time

Job summary

A leading financial institution in Johannesburg is looking for an experienced Senior Manager: Fraud Complaints to lead the fraud complaints team. The role focuses on developing a fraud complaints strategy, ensuring timely resolutions, and improving customer experiences. Candidates must have over 5 years of experience in complaints management or fraud operations, along with team leadership capabilities. This position offers an opportunity to shape the future of the fraud solutions team in a dynamic environment.

Benefits

Equal opportunity employer

Affirmative action employer

Qualifications

• 5+ years’ experience in complaints management, fraud operations, or related area.
• 3+ years’ experience leading or managing teams.
• Strong understanding of financial fraud typologies.

Responsibilities

• Develop and implement Fraud Complaints Strategy.
• Oversee fraud complaints lifecycle.
• Lead and mentor fraud complaints specialists.

Skills

Complaints management

Fraud operations

Team leadership

Customer experience improvement

Education

Bachelor’s degree in Business, Risk, Finance, Law, or related field

Job description

A leading financial institution in Johannesburg is looking for an experienced Senior Manager: Fraud Complaints to lead the fraud complaints team. The role focuses on developing a fraud complaints strategy, ensuring timely resolutions, and improving customer experiences. Candidates must have over 5 years of experience in complaints management or fraud operations, along with team leadership capabilities. This position offers an opportunity to shape the future of the fraud solutions team in a dynamic environment.