Team Leader : Fraud Operations

THE SKILLS MINE (PTY) LTD; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a skilled professional in fraud prevention and detection. This dynamic role involves overseeing fraud detection processes, managing a team, and ensuring compliance with industry standards. The ideal candidate will possess strong analytical skills and a customer-centric approach, thriving in a fast-paced environment. Join a forward-thinking company that values leadership and innovation, and play a pivotal role in safeguarding financial transactions while fostering a culture of excellence within your team.

Qualifications

• 2-3 years of experience in fraud prevention and investigation.
• Strong leadership and management skills are essential.

Responsibilities

• Monitor daily process performance and define corrective actions.
• Ensure timely investigation and resolution of customer disputes.

Skills

Fraud Prevention

Leadership Skills

Analytical Skills

Problem-Solving Skills

Customer Service

Education

Diploma in Fraud Risk Management

Tools

Case Management System

Job description

Minimum Requirements

• At least 2 to 3 years of experience in fraud prevention, detection, and investigation. Leadership experience is advantageous.
• Strong leadership and management skills, with experience in team development, coaching, and mentoring.
• In-depth knowledge of fraud prevention and detection strategies, relevant laws, regulations, and industry standards.
• Knowledge of payment systems, digital and online banking products.
• Experience with card and merchant payments systems, including eCommerce.
• Experience handling customer and merchant complaints, and engaging with industry stakeholders and regulators.
• Proven analytical and problem-solving skills, with the ability to interpret complex data and metrics.
• People management experience, particularly managing shift teams.
• Relevant diplomas, certificates, or completed training courses in Fraud Risk Management.

Responsibilities

• Willingness to work in a dynamic, high-growth environment, including after hours or weekends as required.
• Monitor daily process performance, define corrective and preventive actions, and identify improvement opportunities.
• Ensure optimal rostering of shift workers to maintain 24/7 fraud detection capabilities, including answering inbound calls and actioning fraud alerts promptly.
• Ensure timely investigation and resolution of customer disputes and cases.
• Keep relevant stakeholders informed accurately and promptly.
• Review staff interactions with customers to assess service quality, identify gaps, and develop system improvements.
• Manage escalations and ensure high-risk incidents are promptly reported to management.
• Monitor and update cases in the Case Management System daily.
• Perform ad-hoc duties assigned by management professionally and within deadlines.
• Ensure team members complete mandatory training and are fully trained on systems and processes.
• Follow Interbank guidelines regarding the security of funds in disputed online fraud incidents.
• Maintain a customer-centric approach throughout case management, emphasizing quality and root cause analysis.
• Ensure high-quality data capture, updates, attachments, and financial entries in accordance with policies and legislation.
• Provide efficient service to customers and stakeholders via telephone, email, and other channels.
• Generate regular reports on team productivity and operational performance.
• Support internal teams in investigating fraudulent transactions and incidents.
• Identify system shortcomings and suggest risk mitigation strategies.
• Manage system-related escalations and anomalies, escalating further if necessary.
• Report suspicious transactions to the Money Laundering Control Officer and gross fraud losses to SAPS as applicable.
• Participate in user acceptance testing for new system functionalities.
• Log and resolve formal complaints satisfactorily within agreed timelines.
• Manage and coach the team continuously to optimize performance.
• Keep operational procedures and training materials up to date and ensure team compliance.
• Promote a customer-focused leadership culture through coaching and management.