Analyst Fraud Solutions SME

About the role

Empowering Africa's tomorrow, together...one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary - Provide specialist support in the implementation and the development of operational planning and associated service delivery processes, methods and techniques. - Provide specialist support in the implementation of tactical strategies and plans and execute programmes to drive the strategy. - Analyze and review fraud incidents to elicit fraud modus and trends to enhance and improve customer experience, processes, and procedures. - Analyse business processes, controls, systems and functionalities to progress and advance the Fraud Customer Journey. - Guide business by gathering, interpreting, and using data points to develop actionable steps that will improve processes, services and optimize results. Job Description Accountability: Solutioning & Advisory - Serve as subject matter expert across all fraud types and channels. - Drive the execution of the Fraud Solutions Strategy in collaboration with Functional support and oversight. - Assess business performance against Key Value Drivers and introduce business change to steer business towards strategic objective. - Critically evaluate fraud modus operandi, customer complaints and Voice of Customer surveys to assess control weaknesses for enhanced service offering. - Drive control enhancement intervention to improve fraud detection and preventions rates. - Identify opportunities to improve fraud controls to mitigate fraud losses and negative customer experience. - Continuously review the fraud recoveries value chain to enhance recovery rates for Customer and Bank. - Continuously review the fraud Preventions & Investigations capacity to sustain high service performance with effective a Customer contact strategy. - Provide analysis and recommendations to maintain adequate resource levels. - Continuous design and configuration of inbound and outbound call flows to maintain maximum effectiveness for operational impact as well as customer and colleague experience. - Manage and enhance customer contact strategies (through process and or tools) to improve fraud detection, preventions, and customer experience. - Assess and improve the fraud execution tools to enhance operational execution and to reduce customer friction. - Identify opportunities to eliminate workflow bottlenecks, to improve 'Solve for Customer' and Solve for Bank' turnaround times. - Assess business performance issues, identify opportunities, and provide feedback to Fraud Hubs. - Propagate a culture of treating customers fairly (TCF) and adhere to TCF principles. Accountability: Business Process & Service Enhancement - Work with teams to develop a comprehensive understanding of the market, including customer needs, and competitor strategies, and identify opportunities to leverage this information through great customer experiences and enhanced business processes. - Defining, designing and delivering solutions that drives Fraud Solutions Book of Work. - Understand and help mitigate potential risks which the strategic projects and initiatives may pose to the organization and adopt ideas to minimize such exposure to risks. - Identify business drivers, customer experience pain points and service challenges, recommend and implement remedial programs to close the gaps. - Develop solutions that will enable Fraud Solutions team members to provide a sustainable, proficient and professional level of service to customers, additionally enhancing the employee experience. - Develops solutions and redesigns processes to solve repetitive customer failures derived from various information points including root causes and insights that adversely affect customer experience. - Design, develop and deliver through integrated teams, ongoing customer experience improvements as well as innovations which provide Absa with sources of significant differentiation and competitive advantage. - Work collaboratively in a team and document functional requirements and prioritisation from business stakeholders through workshops and relevant documentation while tracking implementation delivery and reporting on progress. Accountability: Stakeholder Relationship Management - Develop relationships with colleagues and stakeholders across Absa to ensure development and delivery of consistently great customer experiences and effective change that drive customer intimacy and operational effectiveness, leveraging best practice. - Build comprehensive networks and sound relationships with businesses across required areas within Absa. - Engage with Hub Heads and the Fraud Solutions teams to effectively implement new strategies, improve existing strategies and deliver on the strategy. - Develop an