Fraud Floor Manager
To manage and maintain the operations team of the Central Fraud team and develop the department.
Key Responsibilities:
• Responsible for supervising the general operations of the teams
• Act as an escalation resource for cases that require more in-depth investigation and
knowledge
• Assist with the Risk responsibilities and obligations of the organisation including development,
performance, and maintenance of processes
• Assist in achieving complete risk management systems in accordance with organisation plans
and adherence to legislation and agreed regulatory bodies’ processes and procedures
• Meet set targets personally and for the team
• Together with the department Trainer, contribute to training and development of the team
• Monthly Team feedback sessions and managing progress of each individual team member.
• Monitor team performance, KPIs and SLAs and motivate the team to achieve goals
• Providing advice, guidance, and support to all individuals of the team
• Assist in the recruitment of team members, subject to agreed criteria
• Train and appraise individual team members to ensure targets are met
• Grooming the team on all process areas and regularly working towards expanding their
knowledge base
• Regular reporting and escalation to Management about team progress and any concerns that
require their attention.
• Allocation of work based on business and management requirement. Ensuring that all tasks as
being record, performed, and updated
• Ensuring adherence to all internal process documents and policies
• Document and send via email any personal improvement discussions held with individual
team members to management and to the individual
Requirements:
• Experience of working in an ecommerce business
• Experience of working in risk & fraud mitigation function and understanding the regulatory
requirements.
• Experience in handling & mentoring people and holding healthy discussions.
• Experience in documentation and effective communication
• Effective business decision making skills, be able to think on your feet
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Leadership experience, handling people and their work
• Experience in working for an international contact centre
• Ability to work in different shifts
• Ability to work in a multi-dimensional environment
• Grade 12 or equivalent