Senior Fraud Manager

• Help shape, develop execute Zilch’s fraud management framework and strategy.
• Monitor and be on top of fraud trends and emerging threats, collaborating with the Credit Risk as well as Product and Engineering teams to implement proactive measures to minimize fraud losses.
• Be aware of any new fraud trends in the market and their mitigation strategies.
• Develop standardised policies, procedures and controls related to fraud detection, prevention, and reporting.
• Assess and improve fraud workflows to ensure seamless handoffs between teas and optimised case resolution, seeking automation opportunities where feasible.

Team & Stakeholder Management:

• Lead and manage the internal fraud team, including two Senior Fraud Analysts.
• Foster a strong team culture and collaborative environment to ensure the internal team and BPO work effectively together in line with set key performance expectations.
• Liaise with key internal stakeholders such as Compliance, Legal, and Service Operations teams to streamline fraud operations.
• Act as the key point of contact between the business and external fraud agencies and partners.
• Collaborate with Product, Engineering and Service Operations teams to ensure fraud prevention measures are considered and embedded into new initiatives, product enhancements and operational changes.

BPO Management: 

• Oversee the operational workload managed by the BPO, ensuring service levels and key performance indicators (KPIs) are met.
• Ensure proper coordination between the internal fraud team and the BPO to address any escalated cases and complex fraud issues.
• Conduct regular performance reviews with the BPO to assess the quality of work and fraud detection efficacy.

Reporting & Analysis:

• Provide regular reporting on fraud performance metrics, trends, and incidents to senior leadership.
• Develop and maintain dashboards for real-time monitoring of fraud KPIs.
• Use high tech data analytics to identify gaps and opportunities and tweak / introduce fraud rules that are needed.
• Monitor customer feedback and behaviours in customer interactions to refine fraud detection and response methodology, improving case resolution times and reducing the impact of fraud on genuine and legitimate customers.
• Ensure the fraudulent accounts are reported to external agencies & consortiums accurately and timely.

We're looking for...

• 8+ years of experience in fraud management, including experience working with BPOs or outsourced teams.
• Strong leadership and team management skills.
• Analytical mindset with experience in data analysis, fraud model creation, reporting, and fraud detection technologies.
• Strong command of SQL and Python.
• Ability to work cross-functionally with internal and external stakeholders.
• A good understanding of KYC and AML regulatory requirements.
• Experience utilising fraud prevention tools and systems i.e. CIFAS, Onfido, Experian, GBG is essential.
• Certifications such as CFE or CAMS are strongly preferred.
• A degree in Mathematics, Statistics, Engineering, Computer Science, Finance or related fields is an advantage.

Benefits: