Fraud Manager, Cape Town

Our client proudly offers industry leading Customer Service, Risk/Fraud and Tech Development services to an international client base. Their expertise lies in delivering world class multilingual customer support 24/7, maintaining strict Risk/Fraud processes and developing state of the art technological designs and features. Their top talent team enables them to offer exceptional business services, while enjoying a “work hard play hard” engaged environment.

Purpose of the Role

To manage and maintain the operations team of the Central Fraud team and develop the whole department. 

Key Responsibilities:

• Handle escalations from our Licensees and 3rd party organisations
• Develop and optimize new and existing processes, infrastructure, strategies, and tools, utilized to identify, and manage fraud risk
• Ensure suspicious activities are promptly investigated, handled in a timely and appropriate manner, working with the respective stakeholders where applicable
• Provide strategic insights via regular high-quality reporting to the management team
• Act as an escalation resource for cases that require more in-depth investigation and knowledge
• Oversee the flow of daily operations ensuring that all tasks of the team are done in an accurate and efficient way
• Monitor team performance, KPIs and SLAs and motivate the team to achieve goals
• Work closely with QA to ensure service levels are met and any training gaps are fulfilled
• Monthly Team feedback sessions and managing progress of direct reports.
• Recruitment of team members, subject to agreed criteria
• Hold weekly meetings with Quality Assurance Team Leader to close any performance gaps for the team
• Be the subject matter expert in your vertical
• Hold weekly meetings with department Team Leaders (Payment Ops, Verifications, QA)
• 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.
• Making operational and process decisions
• 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
• Extensive knowledge of Anti Money Laundering Regulations and Responsible Gaming
• Experience in working for an international contact centre
• Ability to work in a multi-dimensional environment
• Grade 12 or equivalent
• Attention to detail and time management skills
• Managerial experience and online gaming experience would be preferred

If this sounds like you, we'd love to hear from you!