Job Purpose
Lead the detection and prevention of suspicious events and fraud on the customer’s digital and card profile, through efficient management and ensuring an effective operation of the digital response hub.
Key Responsibilities/Accountabilities
Responsible for the management and recovery of digital fraud losses; system/s availability and SLA management
• Ensure adherence to all processes, procedures and SLA’s
• Responsible to resolve escalations within the Digital Response Hub
• Participate in external forums i.e. industry related platforms; manage external relationships i.e. law enforcement to leverage for best practice, research and development etc.
• Manage the shift handover, report trends and important notices on the display board
• Manage performance of the Digital Response Hub, including staff performance to ensure objectives are met
• Ensure system performance to allow any downtime to be adequately reported and resolved as per SLA with relevant internal or external stakeholders
• To communicate and ensure training on any new or changes to existing processes, procedures and products
• Establish protocols for communication within the Group in dealing with law enforcement, regulators and other external regulatory bodies during an event.
• Ensure Bank involvement in external and industry related forums, including Group forums
Responsible for capacity management and scheduling based on demand
• Monitor and manage the schedule adherence of staff in the Digital Response Hub
• Responsible for coaching, training and staff wellbeing
Preferred Qualification and Experience
• Preferred qualification 1 – Degree in Compute Science, Information Technology or equivalent qualification.
• Preferred qualification 2 – Degree in Business Commerce or any equivalent qualification with high Computer proficiency
• 2- 5 years banking experience
Knowledge/Technical Skills/Expertise
- Fraud detection, investigation, forensic accounting, law enforcement, or similar disciplines experience in fraud prevention related field(s), including fraud detection, investigation, forensic accounting, law enforcement, or similar disciplines
- Knowledge of anti-fraud principles