Manager: Fraud Engagement Centre

Capitec Ltd; Johannesburg; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Capitec Ltd seeks an Operations Manager for the Fraud Engagement Centre to lead fraud-related client engagements, oversee operational performance and ensure risk controls in a regulated environment. This role balances superior client service with robust fraud risk management.

You will lead a high-performing team, drive governance, and collaborate with Risk, Fraud and Operations stakeholders to deliver secure, compliant outcomes.

Qualifications

• 5+ years’ experience in fraud/operations with at least 2 years in a management role.
• Experience in large, regulated environments with strong governance.
• Proven leadership in managing risk, client engagements and service delivery.

Responsibilities

• Lead fraud engagement teams and ensure high quality client interactions.
• Manage operational performance in a highly regulated environment.
• Ensure adherence to fraud prevention, governance and compliance requirements.
• Drive service excellence during sensitive client interactions and escalations.
• Monitor trends, risks and service outcomes; drive continuous improvement.

Skills

Fraud Operations

Financial Crime Operations

Banking Operations

Contact Centre Operations

Risk Management

Leadership

Operational Risk

Regulatory Knowledge

Education

Business Administration

Job description

Lead a Team That Protects Clients and the Business

We are looking for an experienced Operations Manager: Fraud Engagement Centre to lead and manage fraud-related client engagements, operational performance, and service delivery within a risk-controlled environment.

This role requires a strong operational leader who can balance exceptional client service with effective fraud risk management.

Purpose of the Role

The Operations Manager will lead the Fraud Engagement Centre, ensure effective client interactions, operational excellence, risk management, and stakeholder collaboration while delivering positive customer outcomes.

What You'll Be Doing

• Leading teams responsible for fraud-related client engagement and service delivery.
• Managing operational performance within a highly regulated environment.
• Ensuring adherence to fraud prevention, governance, and compliance requirements.
• Driving service excellence during sensitive client interactions.
• Monitoring trends, operational risks, and service outcomes.
• Managing escalations and complex operational challenges.
• Driving continuous improvement initiatives to strengthen operational effectiveness.

What We're Looking For

• 5 years’ experience and at least 2 years in a management role within:
  • Fraud Operations
  • Financial Crime Operations
  • Banking Operations
  • Contact Centre Operations
  • Risk Management Environments
• Proven leadership experience within large operational teams.
• Strong understanding of operational risk and regulatory environments.

Qualifications (Minimum)

• A relevant tertiary qualification in Business Administration or Management

Success in This Role Looks Like

• Effective management client interactions.
• Strong operational controls and compliance outcomes.
• High-performing and engaged teams.
• Improved operational efficiency and service delivery.
• Effective stakeholder collaboration across Risk, Fraud, and Operations functions.

Why Join Us?

This is an opportunity to lead a critical operation that protects both clients and the organisation. You’ll play an important role in driving operational excellence while helping build trust and confidence through effective fraud engagement practices.

Conditions of Employment

• Clear criminal and credit record