Head of Fraud Complaints & Customer Outcomes

Absa Bank Limited; Johannesburg; On-site; ZAR 800 000 - 1 200 000; 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. This role involves developing strategies for fraud complaints, improving the customer experience, and ensuring timely resolution of cases. Candidates should have significant experience in complaints management and fraud operations, alongside a Bachelor's degree in a relevant field. The position offers the chance to drive improvements and collaborate with key stakeholders.

Qualifications

• 5+ years’ experience in complaints management or fraud operations.
• 3+ years’ experience leading teams in an operational environment.
• Strong understanding of financial fraud typologies.

Responsibilities

• Lead the fraud complaints team to ensure effective resolution.
• Develop the fraud complaints strategy aligned with overall goals.
• Generate insights to inform improvements in fraud prevention.

Skills

Leadership

Fraud investigation principles

Communication skills

Customer complaint resolution

Education

Bachelor's degree in Business, Risk, Finance, or Law

Job description

A leading financial institution in Johannesburg is looking for an experienced Senior Manager: Fraud Complaints to lead the fraud complaints team. This role involves developing strategies for fraud complaints, improving the customer experience, and ensuring timely resolution of cases. Candidates should have significant experience in complaints management and fraud operations, alongside a Bachelor's degree in a relevant field. The position offers the chance to drive improvements and collaborate with key stakeholders.