SUMMARY:
Role summary
Reporting into the Head of Fraud Operations for TymeBank, The Manager will build, direct and manage a world class Acquiring Fraud Operations team with regards to merchant acquiring fraud. This function will be executed in collaboration with the Head of Fraud and the Head of Fraud Operations for strategy guidance and collaboration. This will include design, management, maintenance and improvement of fraud prevention and detection strategies through a combination of people and systems “solutions/approaches” to minimize fraud at TymeBank Acquired merchants, contain losses for the bank and cardholders. This will include working directly with merchants and/or via payment service provider aggregators
The Manager will ensure that there is people coverage and that all supporting systems are operational. In addition, the role will be responsible to identify optimisation opportunities and drive the priority of developing such opportunities.
This role will be consulted on technical and operational requirements during the design phase of new acquiring initiatives. The Manager will subsequently be responsible to implement people and process requirements to manage new product lines within the acquiring fraud operations portfolio aligned with the technical solution’s deployment and will work in close partnership with leaders within TymeBank as well as local industry stakeholders to drive outstanding fraud execution aligned and critical to the success of TymeBank’s Acquiring business strategy
Key collaboration partners
The person will work closely with the following stakeholders:
- Head of Fraud
- Head of Fraud Operations
- TymeBank Investigators
- TymeBank leadership
Other important engagement stakeholders include:
- SABRIC
- Other banks,
- Police
- Merchants
- Merchant Aggregators
POSITION INFO:
Key accountabilities
Running Acquiring Fraud Operations
- Monitor the performance of the rules in the Acquiring fraud monitoring system to be effective in the early detection of all types of Acquiring fraud and to escalate the necessary changes where needed or suggest new rules to be considered
- To investigate, detect & prevent fraud on Merchants’ accounts by taking action to all acquiring alerts which is flagged on the fraud monitoring system and ensuring that losses to EFTPOS and/or merchant are minimized
- Closely monitor all fraudulent transactions processed and reported against TymeBank merchants and ensure that each transaction is reported to SABRIC. This includes any oversight of partner obligations in terms of reporting and submissions
- Close monitoring of MasterCard and Visa acquiring fraud reports and notices to action and respond within specified time frames
- Ensure logging of operational incidents and monitor internal control implementations
- To provide accurate statistics on a daily/monthly/weekly basis on all fraud reported, losses suffered and to have accurate operational dashboards in place that is always up to date
- Monitor the acquiring fraud team’s performance on a daily/weekly/monthly basis to ensure that work is completed accurately within laid down procedures.
- Escalate and report all unresolved matters to the appropriate source for timely action and resolution (Systems and Processes)
- To raise incidents regarding anomalies and work requests to enhance job processes.
- Handling of any production issues identified in the fraud area and driving the incidents to resolution via IT support teams
- Monitor all recoveries i.e. liabilities, claims and charge backs and ensure that it is action timeously to increase recoveries and minimize losses
- Ensure that audit findings and compliance issues are adhered to and that staff is aware of the department’s goals and objectives.
- Ensure productivity monitoring and management of the Acquiring Fraud Operations team
- To ensure effectiveness and efficiency of processes and procedures
- Monitor and control operational costs and expenses
Optimising Acquiring Fraud Operations
- Ensure the automation of fraud related MI to reduce operational impact of manual reporting.
Provide support to grow the bank
- Support and compliment the defining of fraud requirements for new product lines, product features or functions as applicable. This will include working closely with business/Partners/project managers on new products / features / enhancements, and making sure that the requirements from an Acquiring Fraud Operations perspective is clearly documented, catered for and built, tested and signed off before deployment to production (as applicable)
Be a Leader
- Inspiring others and setting the tone for an inclusive and high-performance team
- Motivating and challenging the team to meet and exceed performance standards through continuous improvement and driving results
- Role modelling the vision and values of our business
- Coaching, mentoring, managing performance, training and development of people
- Provide leadership and direction to the team to ensure they continue to demonstrate high levels of engagement
- To ensure that expert customer service and speedy resolution is always provided by the team
Manage key relationships
- Build relationships within the TymeBank community to ensure an understanding of fraud strategies and operations
- Build relationships with other external stakeholders to ensure effective collaboration and cooperation in the fight against fraud (SABRIC, Other Bank, Police, Payment Schemes)
Experience and expertise- Deep understanding of South Africa’s banking industry, culture, regulatory structures, and customers.
- Good understanding of acquiring token payments systems and product knowledge
- Good letter writing skills and vocabulary
- Experience in dealing with customer complaints
- Good card product knowledge in issuing and acquiring
- At least a Minimum 5 years’ experience in anAcquiring Fraud Operations environment
- Extensive fraud knowledge across all types of Acquiring related fraud and modus operandi.
- Good understanding of charge back rules and processes
- Good project management skills
- Good analytical skills
- Knowledge and practicable experience of performance management, budgeting, workforce planning and supervision of people
- Good stakeholder management experience in a management position dealing with compliance risk
- A tertiary degree or diploma in either in Risk management or relevant experience or other diplomas, certificates, or training courses in Fraud, Acquiring Fraud
Behavioural Attributes- Ability to work under pressure.
- Exceptional people leadership capability with the ability to inspire and motivate people
- Good time management
NB! This job is now closed. You can apply for other jobs by uploading your CV.
