Bring your possibility to life! Define your career with us
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.$ads={1}
BRIEF OVERVIEW OF THE SPECIFIC BUSINESS UNIT:
This role is within: Everyday Banking - Fraud Solutions
BRIEF OVERVIEW OF THE ROLE:
To provide leadership in managing a team within Fraud Solutions specifically focusing on the experience of the customer and colleague also the delivery of the desired customer experience, identification of potential fraud, fraud trends and resolution thereof. Translate strategies into actionable goals and execute relevant projects /Initiatives aligned to Group Fraud Strategic objectives with specific performance measures and control systems to track progress.
Job Description
KEY ACCOUNTABILITIES:
Accountability: Set business plans and contribute to strategic objectives
- Translating strategic plans into operational processing objectives and tactical plans, ensuring a competitive processing offering to Absa.
- Manage the Fraud Management Systems and identify innovative solutions in order to effectively identify fraud.
- Understand the overall Fraud environment, its dynamics, strategies and initiatives to enable achievement of business objectives through optimal delivery across customer interface and relevant cross functional areas.
- Partner with Fraud strategy to develop the strategy based on data driven insights.
- Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs as agreed with business and Fraud Strategy to close the gaps.
- Engage, understand and leverage Fraud strategies (people, processes and systems), being established across the Group, to drive global common best practice solutions.
Accountability: Business Operations Management
- Drive the alignment of Fraud Solutions services with the requirements of Fraud Strategy, Fraud Forensic Investigations, Products and Segments, ensuring alignment and cooperating effectively with other business unit delivery requirements across the Group.
- Lead rigorous demand management (SLA determination, forecasting & variance analysis) aligned with balanced capacity management (resource & material requirements planning).
- Negotiate and agree performance targets, taking accountability for overall achievement of objectives across Fraud Solutions. Objectives include (but are not necessarily limited to) employee satisfaction, customer satisfaction, cost performance, risk and compliance conformance, as well as ethical and rigorous governance.
- Oversee continuous improvement in the analysis of Fraud and case management systems and information technology architecture, driving recommendations for enhancements to Group and other relevant stakeholders with a view to consistently driving workflow efficiencies.
- Perform governance and oversight as a leader on selected management/steering committees, if necessary, to provide guidance and control governance oversight with regard to their target performance, interpretation of the environment within which these businesses operate, determination of strategic and tactical initiatives, agreement in decision-making and the driving of corrective actions to ensure that the business objectives of these business units are also met.
- Drive cost efficiencies and govern allocated budgets to optimise both business efficiency and financial performance for Fraud Solutions.
Accountability: Innovates and champions change management
- Oversee the design, measurement and continuous improvement of business intelligence, management information, balanced scorecards (OLI, SLA, KPI) and executive reporting related to Fraud Solution performance. Based on findings and trends identified, direct gap analyses, SWOT analyses, and advises recommendations about strategies to enhance performance achievements.
- Nurture a culture of continuous improvement by consistently driving the reengineering of business processes.
- Direct a pioneering culture that continually drives strategic opportunities and operational efficiencies.
- Drive performance measures determined against leading global benchmarks to deliver operational solutions.
- Provide guidance to the team on methods to achieve world class standards of efficiency and service, continually striving to enhance existing processes.
Accountability: Risk and Control
- Sustain long-term business continuity by proactively identifying potential business risk and designing and governing controls to mitigate such risks.
- Take accountability for all risk events and the delivery of specified and agreed upon controls.
- Direct the reporting of a risk and governance controls that ensures actions are understood and implemented by all team members. Manage the process by overseeing that key risk controls are recorded, monitored and effectively mitigated.
- Review and sign-off detailed risk control assessments (RCA).
- Report on all risk indicators including financial losses, overpayments, fraud, etc. in the required format to senior governance.
- Ensure all risk and compliance breaches are escalated to the correct stakeholders within appropriate timescales.
Accountability: Provide leadership for effective people and team management
- Fulfil all people management responsibilities.
- Establish and develop a professional culture for fraud identification and control, processing design and fulfilment expertise. Establish aspirational standards and recognition as a centre of excellence for the execution of Fraud Solutions.
- Encourage sharing of fraud knowledge and industry best practice internally.
- Grow business leaders in the organisation by empowering people.
- Attract, nurture, develop and retain world-class talent for the unit and the wider Bank.
- Define and direct training and development needs for the direct leadership team.
- Encourage innovative recognition and reward schemes aligned to the overall recognition reward system of the organisation.
- Propagate a culture of treating customers fairly (TCF) and delivering on the Voice of the Customer (VoC) through an enabling and business innovation culture.
- Create a supportive climate for participation and commitment with motivated employees.
- Drive people development and growth through: managing talent and succession planning within the team; mentoring and coaching; providing and supporting training and development and cascading the flow of technical knowledge.
- Proactively drive cohesion across departments and manage conflict when required.
- Deal with underperformance issues when required.
- Oversee and get involved in team’s engagement in people management functions, including but not limited to:
- Recruitment with Human Resources;
- Providing insight into the recruitment
- Specifications and identification of talent;
- Planning and developing resources for optimisation;
- Utilizing disciplinary and grievance processes when required;
- Driving performance development for all employees.
Accountability: Stakeholder Management
- Develop and enhance network and relationship building to align the team with business partners within the organisation as well as strategic stakeholders.
- Maintain a high level of professionalism in stakeholder interactions,.
- Develop and maintain partnerships with local industry institutions, and fraud/loss prevention organizations/Industries in the community.
- Build strong relationships with industry peers and best practice on fraud schemes and losses.
- Take accountability for all risk events and the delivery of specified and agreed upon controls.
- Reporting of a risk and controls that ensures compliance.
- Keep abreast with compliance and regulatory requirements.
- Whilst executing maintain an effective Quality Assurance environment.
- Adhere to Organisational circulars, policies, business standards and other communications that impact on the operation of the business unit.
- Ensure that reconciliations totals are balancing against GL Fraud and forgeries values.
- Reconciled General Ledger write-offs and ensure correct entries have been process in terms of regulatory compliance.
- Ensure that all TC40 / SAFE warnings, rejects and Data Accuracy Adhoc Detail report information are corrected, and Data Elements are compliant.
- Check all existing and new reports for accuracy and data integrity
- Work closely and collaboratively with the members of the Investigations Units within the bank and other financial institutions.
- Support the person in the area responsible for service level agreement by providing input on the operational reporting requirements from the business
MINIMUM REQUIREMENTS:
- Degree or equivalent NQF level 7 qualification
- At least three (3) years Fraud Experience, preferably in Fraud or Risk Environment
- At least two (2) years Leadership experience
WHAT’S ON OFFER:
- Great Team environment
- Autonomy to produce excellent results and delight colleagues and customers.
- Opportunity to influence and interact with senior management
- Work in a multi –disciplinary environment
- Opportunity to discover and learn
Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
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