Team Leader Fraud Solutions at Absa Group Limited (Absa)

Job Description

Accountability: Operations Management

• Implement an effective capacity management methodology ensuring service levels are met at all times
• Manage change whilst maintaining operational efficiencies and effectiveness within your respective department
• Provide continual evaluation of processes and procedures.
• Coach and mentor team members on a daily basis on how to improve their own productivity and use of the bank’s processes and systems
• Address poor performance of any team member and ensure that continued poor performance is appropriately dealt with.
• Ensure all Absa Fraud Systems are optimally used and suggest enhancements where necessary.
• Verify the quality of daily statistics and confirm correctness according to mandate.
• Manage system problems/incidents Logged to ensure speedy feedback and follow up on non-feedback from IT.
• Communicate new fraud trends to team members as well as Business where the trends will impact Fraud losses and business and Fraud Strategy decisions.
• Attend operational/strategy/risk meetings on a regular basis and share information with the team.
• Perform quality assessment and Management Controls on core task performed by team members

Accountability: People Management

• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies
• Provide Team leadership in order to achieve operational excellence through continuous skills gap analysis, people development and coaching activities.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Provide guidance and support to the team and where relevant to solicit the services of HR as well as Learning & Development.
• Align the deployment of the employees according to their skills and competencies in order to deliver the execution of fraud strategies and expected outcomes.
• Develop a high performing team by embedding effective performance management
• processes
• Build and foster relationships with colleagues in order to improve overall effectiveness and Influence high team morale.
• Manage absenteeism according to the Bank standards and procedures.

Accountability: Customer Focus

• Ensure all SLA’s are met as per set agreements
• Follow up all customer complaints to ensure effective resolution of customer complaints and client satisfaction
• Ensure that customers are treated fairly and in line with RBB strategy of Protect the Core.

Accountability: Risk Management

• Ensure that processes, control requirements and risk management frameworks that have been designed for the area are understood by all member of the team.
• Ensure that the team understands all compliance requirements and highlight gaps to Manager.
• Monitor compliance training undertaken by team members and ensure that they complete the required training within prescribed timelines
• Comply with the relevant resignation procedure through ensuring recovery of Bank assets and revoking of building and system access.
• Co-operate and support the Quality Assurance team in execution of their duties.
• Identify and perform a root cause analysis on losses due errors and provide feedback with recommendation to management for decision making.
• Report qualifying risk incident as per the criteria set out in the Operational Risk and Group Financial Crime Management incident reporting Procedure as found on the Risk Portal.
• Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date.
• Ensure that the team members read circulars/Bulletins that are relevant to the area and answer questions they may have.

Accountability: Citizenship

• Lead and participate in Fraud Solutions citizenship initiatives.
• Actively participate in community projects and encourage all colleagues to participate through a positive attitude.

Education

• Bachelor's Degree: Retail Management (Required)