Team Leader, Fraud and Disputes at Standard Bank Group

JOB DESCRIPTION

• To lead the investigation of illegal and fraudulent cases by setting monitoring systems and managing security threats identified through trend analysis. To drive a culture of operational excellence through managing the Fraud and Disputes Analyst Team by guiding and coaching them on rigorous fraud investigations to protect clients and the bank from the risk of increased fraud losses and disputes and preserving the business' reputation. 

QUALIFICATIONS

Qualifications

• Risk Management Degree

Experience

Client 

• Engage with customers, to understand their business requirements and needs and, in so doing, be able to develop solutions to meet those objectives.
• Oversee the process of information transfer to customers in accordance to the Code of Banking Practice by accurately capturing, updating and amending case information and history notes to ensure customers are fully informed on their rights and obligations through the appropriate processes.
• Manage customer interactions across multiple electronic channels (email, SMS) and devices to deliver a consistent service.
• Review staff interactions with customers to gauge customer services quality offerings and identify gaps within existing systems and develop the appropriate solutions to improve the quality on systems where gaps have been identified.

Risk, Regulatory, Prudential & Compliance.

• Ensure that all queries and issues are addressed and resolved in line with relevant processes, procedures and regulatory requirements, and at all time in compliance with the scope of the Service Legal Agreement (SLA).
• Conduct root cause analysis on escalated matters, by obtaining appropriate documented evidence, which is documented to determine potential risk and exposure for resolution, to prevent any occurrences from the client, bank and any other entity's perspective.
• Report all identified matters to relevant internal and external bodies in line with regulatory and legislative requirements in order to mitigate any compliance breaches that may occur. Interrogate and report any deficiencies identified within analytical reports to ensure comprehensive adherence to operative legislation and regulations.
• Monitor and evaluate subordinates performance and compliance to bank specified policies and relevant regulatory requirements when handling any fraud and dispute matters.
• Manage all fraud and dispute matters and disciplinary processes in accordance to laid down policies and procedures.
• Identify process gaps that are not correctly laid down or non-existent and report these to the relevant entity to ensure compliance adherence to all processes and procedures for all stakeholders.

Data

• Review prepared investigative reports for accuracy and provide feedback where necessary in order to ensure key stakeholders have the correct information to make critical decisions.
• Using Business Intelligence principles, interpret and review business relevant data in order to compile business reports.

People

• Consolidate, trend and track staff performance on data entry, interpretation and analytics at pre-defined time periods to manage and coach staff on data management, in adherence to relevant data policies .
• Oversee staff outputs and management information system statistics to assess individual performance and provide guidance on improving performance and customer service quality.
• Drive a leadership culture with a customer-centric perspective through , managing and coaching staff in order to provide the highest levels of customer-service.
• Lead the Fraud and Disputes Analysts by creating a high-performance team through encouraging inclusivity and transparency through, inter alia, setting team goals, managing performance, and developing and motivating the team to enable a culture of accountability and excellence.
• Report fraudulent occurrences to the relevant persons, bodies or entities to ensure quality data is stored and partner with them to develop reliable mitigating solutions for such occurrences.

Technology & Architecture

• Identify areas of opportunity for automation and optimisation by interrogating areas in need and making recommendations to reduce hand-off's and decommission of non-value add activities, within the set Information Technology process and procedures for compliance

ADDITIONAL INFORMATION

Behavioural Competencies

• Providing Insights
• Examining Information
• Making Decisions
• Directing People
• Resolving Conflict
• Team Working

Technical Competencies

• Query Resolution
• Written Communication
• Fraud Investigation
• Risk Awareness
• Fraud Detection & Management