Fraud Operations Team Leader

Discovery Limited; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A financial services company in Johannesburg is seeking an experienced Fraud Operations Team Leader to manage fraud detection consultants across various fraud categories. You will ensure operational quality, conduct user acceptance testing, and mentor your team while striving for continuous improvement in client experience. The ideal candidate requires leadership experience in Fraud Operations and knowledge of Risk Management, along with relevant qualifications. This role may include shift work and potential overtime.

Responsibilities

• Lead and oversee day-to-day Frauds operations for various fraud types.
• Manage Fraud operations to ensure operational quality and adherence to SLAs.
• Conduct user acceptance testing for continuous process improvement.
• Provide support during incidents and outages within the fraud system.
• Mentor and coach team members while managing recruitment and resource planning.
• Improve processes to enhance client experience in fraud operations.
• Monitor team performance and prepare monthly performance reports.

Skills

Analytical skills

Fraud, Investigative, and Forensics expertise

Process mapping and improvement skills

Customer-focused approach

Risk operations knowledge

Attention to detail

Ability to prioritize

Deadline-driven

Resilience

Ability to work under pressure

Stress management

Strong project management skills

Persuasion skills

Systems testing experience

Root cause analysis skills

Education

Completed or studying towards a degree (Risk management/BCOM)

Studying towards or completed NQF Level 5 Fraud and Forensics qualification

Job description

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Bank

Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We are all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you are adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.

Job Purpose

The Fraud Operations Team Leader is responsible for leading a team of Fraud Detection Consultants overseeing day-to-day operations functions across all fraud types from Card, Online, Application, Identity Theft, and Account takeovers. The role includes user acceptance testing requirements with the aim of continuously improving and automating processes to ensure a seamless and digital customer experience within Fraud Operations.

Areas of responsibility may include but are not limited to:

• Managing day-to-day Fraud operations ensuring operational quality and delivery against SLA’s (internal and external).
• Ensuring management of Card Fraud on VRM focusing on alert management to case completion within acceptable TATs.

• Ensuring management of Online Fraud on Actimise on alert management to case completion within acceptable TATs.

• Ensuring management of Application Fraud on SAFPS.
• Management of all Fraud disputes and liaising with the Fraud Case Investigators.
• Ensuring adequate UAT (User Acceptance Testing). Providing input into solution design at inception.
• Providing immediate support during system incidents and outages.
• Leading the team with ongoing mentoring, coaching, and development. Conducting recruitment and resource planning.

• Continuously improving processes and systems to reduce load and enhance client experience.

• Monitoring, driving, and managing team performance and incentives.
• Conducting Quality Audits on a sample of the team’s recons, cases, and bank-initiated exceptions.

• Proactively monitoring exception drivers and continuous improvement processes to prevent future occurrences (error trending and root cause analysis).

• Networking and building strong relationships internally and externally to achieve objectives.
• Preparing and compiling monthly reports.
• Ensuring IQS objectives are met monthly.
• Managing performance and disciplinary actions.
• Managing operational reports and financial aspects like overtime, leave, and staff utilization.

Skills

Required:

• Analytical skills
• Fraud, Investigative, and Forensics expertise

• Process mapping and improvement skills
• Customer-focused approach
• Risk operations knowledge
• Attention to detail
• Ability to prioritize
• Deadline-driven
• Resilience
• Ability to work under pressure
• Stress management
• Strong project management skills
• Persuasion skills
• Systems testing experience
• Root cause analysis skills

Preferred:

• Strong verbal and written communication skills
• Experience in credit and collections

Qualifications

Required:

• A completed or studying towards a degree (Risk management/BCOM)
• Studying towards or completed NQF Level 5 Fraud and Forensics qualification

Preferred:

• Relevant banking, financial, or business qualifications
• Studying towards or completed NQF Level 5 Fraud Management qualification

Work Experience

Required:

• At least 2-3 years' leadership experience in Fraud Operations and Risk Management environments

Preferred:

• Experience leading a team in a financial services environment within Risk Management
• Proven success in leading and managing a team in a fraud environment

Special Conditions

• Shift work 24/7
• Overtime may be required

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.