Fraud Operations Team Leader

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Bank

Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We are all about sharing the value that clients create when they manage their money well, backwith them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financiallyhealthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you are adaptable, a problem-solver, always questioning the way things are done,passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.

Job Purpose

The Fraud Operations Team Leader is responsible for leading a team of Fraud Detection Consultants overseeing day to day operations functions across all fraud types from Card, Online,Application, Identity Theft and Account takeovers. The role includes user acceptance testing requirements with the aim of continuously improving and automating processes to ensure aseamless and digital customer experience within Fraud Operations.

Areas of responsibility may include but not limited to

Manages day to day Fraud operations ensuring operational quality and delivery against SLA’s (internal and external).

Ensure management of Card Fraud on VRM focusing on alert management to case completion within acceptable TAT`s

Ensure management of Online Fraud on Actimise on alert management to case completion within acceptable TAT`S

Ensure management of Application Fraud on SAFPS

Management of all Fraud disputes and liaise with the Fraud Case Investigators

Ensures adequate UAT (User Acceptance Testing). Gives input into solution design at inception

Ensures immediate support is available during system incidents and outages

Leads the team with ongoing mentoring, coaching and development. Also conducts recruitment and resource planning for the team

Continuously improves processes and systems to reduce load and improve client experience

Manages, drives and monitors team performance and incentives

Conducts Quality Audits on a sample of the team’s recons, cases and bank-initiated exceptioms

Proactively monitors exception drivers and continuous improvement processes to avoid future occurences (error trending and root cause analysis)

Networks and builds strong relationships both internally and externally to achieve objectives

Prepares and compiles monthly reporting

Ensure IQS objectives are met monthly.

Responsible for performance management and disciplinary action

Managing, analysis, running, and execution of operational reports

Manages all financials aspects relating to the team: Overtime, leave and staff utilisation

Skills

• Analytical
• Fraud, Investigative and Forensics
• Process mapping and improvement
• Customer Focused
• Risk operations
• Detail orientated
• Ability to prioritise
• Deadline driven
• Resilient
• Able to work under pressure
• Stress Management
• Strong project management skills
• Persuasion skills
• Systems testing
• Root cause analysis