Key skills
SalesforceCRMLeadershipCommunicationCollaboration
About this role
Role Overview
- Oversee fraud monitoring processes across transactions product operations
- Ensure timely investigation and resolution of fraud cases
- Prioritisation of fraud cases based on risk, value and customer impact
- Lead, coach and develop fraud analysts
- Set performance targets (SLAs, accuracy, productivity, quality measures)
- Manage staffing and capacity planning
- Identify skill gaps and deliver training on fraud typologies, tools and procedures
- Design and optimise end to end fraud operations workflows
- Drive efficiency, automation and standardisation across processes
- Lead root-cause analysis on fraud losses and operational failures
- Track and report key fraud and operational metrics
- Provide insights and recommendations to senior leadership
Requirements
- Proven experience in fraud operations
- Strong people leadership and performance management experience
- Strong analytical, problem-solving and decision-making skills
- Strong attention to detail and accuracy in data entry and reporting
- Proficiency in Salesforce and related CRM tools
- Ability to work with sensitive information and maintain confidentiality
- Strong collaboration and stakeholder communication skills
- Previous experience in customer support or operations (preferred)
- Familiarity with fraud processes and financial adjustments (advantageous)
- Competent in MS Excel and reporting tools.
Benefits
- Health insurance
- Flexible working arrangements
- Professional development opportunities