Fraud Manager - Banking

SUMMARY:
To lead and manage a team responsible for detecting, analysing, investigating, and preventing potential fraudulent and/or suspicious activity on clients’ accounts at an early stage, in order to minimise losses for the Bank and its clients. The role ensures effective fraud monitoring, operational efficiency, quality assurance, and adherence to regulatory and internal risk management standards through the management of fraud alerts, inbound/outbound calls, email correspondence, and customer interactions.

POSITION INFO:

Key Responsibilities

• Lead, supervise, and support a team of Fraud Specialists in the effective management of fraud-related incidents and alerts.
• Monitor team performance against agreed service levels, productivity, and quality standards.
• Ensure timely detection, investigation, escalation, and resolution of suspicious and fraudulent activities.
• Review fraud monitoring alerts and ensure appropriate action is taken to mitigate risk and minimise financial losses.
• Provide coaching, mentoring, and ongoing development to team members to improve capability and performance.
• Manage escalations and complex fraud cases requiring leadership intervention.
• Support workforce planning, scheduling, and resource allocation within the team.

Experience Required

• Good product knowledge of various banking products and services.
• Minimum of 3 to 5 years’ experience within a Fraud Risk environment, preferably within a Call Centre or Banking Operations environment.
• Previous team leadership or supervisory experience within a fraud operations environment will be advantageous.
• Experience in fraud monitoring systems, investigations, and risk mitigation processes.

Qualification Required

• Matric / Grade 12
• Relevant Degree in:
  • Fraud Risk Management
  • Forensic Investigation
  • Forensic Auditing
  • Criminology
  • Risk Management or related field