Fraud Administration And Operations Manager

Fraud Administration Manager

To manage and guide team resources in executing the appropriate fraud administration processes and procedures in a timely manner to maximize recoveries for business and minimize any write-offs.

• Manage recovery activities in line with applicable standards and laws to maximize recoveries for the Bank, approve write-offs based on the rand value of fraud incidents.
• Manage costs within approved budget and timely submit required financial documents.
• Reduce fraud complaints (conduct analysis of complaints, identify gaps and recommend improvements) to ensure processing at optimal levels at all times and identifying continuous improvement based on complaints data.
• Lead participation in specialist practice forums to share information and insights across the business.
• Cultivate and manage objective working relationships with various law enforcement agencies, experts and counterparts in the banking industry.
• Deliver an exceptional client experience that exceeds customers and stakeholders' expectations through proactive and appropriate solutions and communication.
• Share and impart knowledge of fraud prevention and intervention practices to team members through relevant forms of delivery.
• Extract, share insights, lessons learnt and recommendations from root cause analysis applied in fraud cases to inform further fraud prevention improvements across a wide range of processes and systems, regulation and policies.
• Ensure that required systems are available for use, suitable rules are applied, and fraud investigation processes are executed within the required timelines and compliance standards
• Develop and implement the appropriate fraud recovery strategies with priorities and objectives for the forthcoming year that relate to specific BUs and channels
• Conduct fraud administration activities in line with applicable laws, policies and procedures stipulated in business
• Check system queues and data records for progress on fraud claims to be processed and aging of accounts respectively
• Compile and communicate accurate and timely administration function reports to and keep key stakeholders informed of recovery, chargebacks and write-offs including updating relevant information systems accessed by the fraud community
• Ensure optimal performance of both individuals and teams through the development of skills to achieve business objectives
• Manage own development to increase own competencies

Minimum requirements

• A relevant qualification in Fraud (Diploma/Degree)
• 4+ years of experience in a similar role