Job Summary

• Senior leadership role with complexities of a sophisticated, high volume, high risk and high pace within the Fraud Solutions/contact center environment that is managed on a 24/7 shift cycle basis. Coupled to this, is a requirement for the balance of fraud risk management and customer experience through technology and delivery teams/supervisors.
• To develop tactical strategy and delivery plans, formulate associated practices and to ensure operational implementation and adoption across a single practice i.t.o. risk methodology, governance and delivery objectives. 
• Lead a team of 120+ people with 10 direct reports in an Inbound Fraud Hotline environment focusing on fraud loss mitigation, customer empathy and experience driven through expert fraud team and advanced technology.
• Role requires extensive senior leadership experience with incumbent having led other leaders to allow navigating complex challenges, providing thought leadership in the business and ability to engage unions on matters of disputes as raised by colleagues working in the environment. 
• The incumbent must have experience in working in a matrix reporting system with ability to lead support individuals through a matrix reporting line.

Job Description

Education

• NQF 7 and above / Bachelor’s Degree: Business, Commerce and Management Studies or related fields
• Master of Business Administration or Equivalent (NQF 8 or above will be Advantageous)

Preferred Experience

• 8-10 years Financial Services or similar environment experience
• 3-5 years leadership/senior management experience
• Operations  &/or Contact Centre Management Experience
• Experience working in a Fraud or Risk environment will be Advantageous

Additional Description

• Risk Management: Providing Subject Matter Expertise to Risk types
• Stakeholder Management: Build and Maintain effective Relationships with relevant stakeholders
• Risk Reporting: Identify, assess and Report key risks arising from significant events, investigations, audit and control issues
• Leadership: Develop a high performing Team
• Customer Experience: Provide empathetic customer experience to defrauded customers
• Digitized Solutions: provide business ownership and sponsorship to future thinking and programmes
• Risk and Control: Adherence to Policies, Procedures and Regulations