Fraud Team Leader

Purpose

To lead, guide, motivate, develop, support and manage a team of fraud agents ensuring that key performance requirements are achieved and delivered in line with operational requirements, processes and systems.

Key Performance Areas

Revenue and efficiencies

• Ensure that the team and the agent’s key performance targets are met in line with business requirements.
• Ensure team and agent’s quality standards are met and that a high standard of quality is achieved and maintained
• Develop a strategy the team will use to reach its goals
• Manage the flow of day – to – day operations
• Set and maintain productivity standards and targets in line with departmental requirements

Team leadership and coaching

• Lead by setting a good example – behaviour consistent with words
• Facilitate problem solving, collaboration and maintain healthy group dynamics.
• Identify training needs and ensure adequate training and coaching takes place
• Support new team members and ensure they have the necessary knowledge to achieve their set targets and to effectively participate in the team
• Performance manages team members in relation to KPA targets and ensure alignment to HR policies and procedures
• Identify misconduct in relation to Company policy and procedures and ensure the necessary follow up action is taken in line with Company disciplinary code
• Represent the company at disciplinary enquiries and act as witness at CCMA when required
• Conduct regular performance reviews in line with department and company policies and procedures
• Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve culture in the department
• Assist in the recruitment process by conducting interviews on short-listed candidates

Operational Management (people, processes, systems)

• Effective workforce management: ensuring adequate resources are in place to meet departmental objectives and initiate appropriate recruitment discussions timeously.
• Ensure adherence to schedule to ensure a productive workforce is maintained.
• Ensure a leave planner is in place to manage staff annual leave balances, i.e.: leave management.
• Ensure regular leave audits are conducted.
• Daily management and accountability of the area to ensure that the established targets and desired outcomes are achieved.
• Attend daily operational meeting with management to address non-performance and ensure business objectives are achieved.
• Discuss any performance related issues and take the necessary corrective actions where necessary.
• Implement and manage effective systems and practices to ensure the achievement of operational productivity and efficiency targets,
• Ensure team members have clear and tangible goals which are assessed bi-annually through the KPA performance management process
• Provide visible and clear leadership to your team promoting a culture of high performance and customer focus
• Hold regular one-on-one meetings with members of your team to identify any areas of concerns and implement appropriate corrective actions
• Mentor fraud agents and identify needs and develop career growth plans
• Provide effective leadership to team members to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
• Present fraud awareness training material to team and lead the incident management process when potentially fraudulent activity has been detected
• Ensure team works effectively with individuals across the business
• Ensure that the appropriate customer delight is the key priority and culture in the area and ensure all customer complaints are dealt with timeously.

Motivation

• Manage staff motivation daily, weekly and monthly by having motivational plans in place that allows for rewards and recognition of above standard or most improved performance. Have formal communication sessions to ensure staff knows what the criteria to qualify are and who is being recognised
• Recognise & celebrate team & individual accomplishments & exceptional performance
• Initiate and participate in motivational team and departmental activities
• Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents

Quality control

• Ensure weekly call monitoring and coaching targets are achieved
• Monitor calls and provide relevant feedback for improvement
• Conduct regular coaching to improve quality of service delivery
• Take appropriate action when quality standards are not met or upheld

Administration and reporting

• Capture required data to ensure all systems are up to date and accurate
• Provide daily, weekly and monthly reports in line with departmental requirements
• Compile investigation finding reports
• Ensure all documents are completed, signed and approved within the required timeframes

Networking and stakeholder relationship management

• Interact with external parties (e.g. Leon Global Risk Solutions) to assist with investigations
• Interact with other retailers by attending shared fraud forums and ensure shared fraud data sharing

Projects

• Giving input into fraud awareness campaigns