Team Leader - Fraud Operations

• A Rrelevant diploma, certificate or completed a training course in fraud risk management 
• At least 2-3 years working experience in the fraud risk environment
• A relevant banking regulations and Industry practice
• Card and merchant payments systems, including e-commerce
• Payments systems, online banking product knowledge
• Experience in dealing with customer and/or merchant complaints and industry stakeholder and regulators
• People management – managing teams that work shift 

• Customer service
• Payments
• Risk analysis
• Risk management
• Stakeholder management

• Willingness to work in dynamic, high-growth environment and should be willing to work in after hours or weekends in case of business requirements
• Monitor the process performance on day-to-day basis and define corrective and preventive actions, and identify improvement opportunities
• Monitor and ensure all cases in the case management system are actioned and kept up to date daily
• Repatriation of funds guidelines document relating to securing of funds relating to disputed online fraud incidents
• Provide accurate and regular daily, weekly and monthly statistics on team productivity and performance of the relevant operational areas
• Manage escalations regarding system problems/anomalies on the appropriate incident management system and if necessary, escalate further