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| Call Centre |
| Job Title: | Fraud Operations Team Lead (Call Centre) |
|---|---|
| Location: | Johannesburg, South Africa |
| Job Type: | Permanent |
| Closing Date: | April 6, 2025 |
| Experience: | 1-3 years |
| Level: | Skilled |
| EE/AA: | Yes |
| Company: | iLaunch |
Are you ready to lead a dynamic team in the fight against financial fraud?
Our leading financial services client in Johannesburg is seeking a Fraud Operations Team Lead to manage a dedicated team of Fraud Analysts within a call center environment. As a team leader, you will play a crucial role in protecting the organization from fraudulent activities while ensuring the highest level of customer service.
Key Responsibilities:
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Lead a Team of Fraud Analysts: Guide, coach, and develop a team of professionals in fraud detection and prevention within a fast-paced call center environment.
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Monitor & Improve Performance: Oversee daily operations, continuously identify areas for improvement, and ensure fraud detection coverage is maintained 24/7.
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Fraud Alerts Management: Promptly action fraud alerts to detect and prevent further fraudulent activities, ensuring rapid and efficient responses.
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Incident Administration: Manage reported fraud incidents, focusing on minimizing losses and maximizing recovery efforts.
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Enhance Service Quality: Regularly review customer interactions to improve service quality, fraud detection processes, and system efficiency.
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Escalation Management: Handle escalations, update cases, and ensure adherence to fraud investigation protocols and guidelines.
Minimum Requirements:
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Matric / Grade 12 (essential)
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Tertiary Qualification: Certificate, Diploma, or Degree in Fraud Risk Management or a related field.
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Experience: At least 2 years of experience in fraud prevention, detection, and investigation, ideally within the financial services industry.
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Leadership Skills: Proven ability to lead teams, coach, mentor, and develop individuals for optimal performance.
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Shift Management: Experience managing teams working shifts in a call centre or similar environment.
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Knowledge: Deep understanding of fraud prevention and detection strategies, industry laws and regulations, as well as payment systems, digital banking, and eCommerce platforms.
Why You Should Apply:
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Be part of an industry-leading financial services company committed to protecting customers from fraud.
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Develop your career in a role with significant responsibility and leadership potential.
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Work with cutting-edge fraud detection systems and technologies.
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Competitive salary and benefits package.
If you have a strong background in fraud prevention and team management, apply now to be part of a team dedicated to safeguarding against financial fraud.
How to Apply:
Click on the "Apply Now" button and submit your application by April 6, 2025. Ensure your CV highlights relevant experience in fraud detection, leadership, and managing teams.