Senior Manager: 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

Empowering Africa’s tomorrow, together…one story at a timeWith over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group

Job Summary

The Fraud Solutions team is seeking an experienced Senior Manager: Fraud Complaints to lead the fraud complaints team and drive high-quality outcomes for customers impacted by fraud. This role is responsible for the development and implementation of the fraud complaints strategy, ensuring timely and fair resolution of cases, improving the customer journey, delivering powerful insights back into the business, and strengthening operational discipline. The role includes external engagement with regulators, ombuds, and industry bodies as required, but its primary focus remains team leadership, complaints excellence, and fraud customer experience.

1. Strategy & Framework Development

• Develop and embed an end-to-end Fraud Complaints Strategy, aligned to the overall Fraud Solutions mandate
• Establish and maintain complaints processes, governance, and controls across the fraud complaints environment
• Ensure complaint handling methodology is consistent, fair, transparent, and customer‑centric

2. Fraud Complaint Investigation & Resolution

• Oversee the full lifecycle of fraud complaints, ensuring cases are resolved efficiently, accurately, and in accordance with policies and standards
• Provide guidance and adjudication support on complex, sensitive, or high‑risk fraud complaints
• Drive root cause analysis to identify recurring issues, systemic failures, or customer pain points

3. Insights, Reporting & Remediation

• Generate and deliver insights from fraud complaints to inform fraud prevention, detection, and customer experience improvements
• Partner with Fraud Operations, Digital, CX, Legal, Compliance, and Risk to design and implement remediation initiatives
• Track and monitor remediation effectiveness to ensure sustainable improvements

4. People Leadership & Operational Excellence

• Lead, mentor, and develop a team of fraud complaints specialists to build a high-performance culture
• Drive operational discipline, consistent case handling, quality assurance, and adherence to service standards
• Foster a culture of continuous improvement, accountability, and customer‑first decision making

5. Stakeholder Collaboration

• Build strong collaborative relationships across Fraud Solutions, Customer Experience, Risk, Legal, and Operations
• Participate in internal forums that help improve fraud complaints processes and oversight
• Influence stakeholders to adopt best practices and drive positive outcomes for fraud‑impacted customers

6. Regulator & Ombud Engagement (Supporting Role)

• Engage with regulators, ombuds, industry bodies, and auditors as required regarding fraud complaint matters
• Support the preparation of reports, submissions, and responses to external parties
• Ensure the team’s processes align with regulatory principles for fairness and conduct, without the role being regulator‑heavy

Regulator engagement is part of the role — but not its central focus.

Qualifications & Experience

Minimum Requirements

• Bachelor’s degree in Business, Risk, Finance, Law, or related field (NQF 7)
• 5+ years’ experience in complaints management, fraud operations, or a related area
• 3+ years’ experience leading or managing teams within an operational or investigations environment
• Strong understanding of financial fraud typologies and fraud investigation principles
• Experience resolving complex customer complaints

Advantageous

• Exposure to regulatory or ombud engagements
• Knowledge of CX, journey mapping, or design thinking
• Familiarity with Conduct Standards, FAIS, FICA, or customer fairness principles

Education

• Bachelor’s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised.