Director

Experience/Role Requirement:

- 15+ years of experience in financial services Operations with a focus on Fraud Digital banking Fraud, Lending Fraud and Card frauds

- Strong leadership and supervisory skills with a passion for preventing fraud and mitigating risks

- Significant people leadership experience; 10+ years in people management directly managing Fraud Operations teams ( Ideally with a Multi-National bank / GCC space )

- Proven experience building and scaling large teams as a leader of other managers

- Excellent verbal and written communication skills for executive audience, including strong data presentation/visualization skills,

- Strong interpersonal skills with the ability to clearly articulate complex issues / concepts to peers and management

- Experience in regulated financial services, with review of such activities as payments, disputes, chargebacks, AML, and compliance frameworks such as KYC/CIP

- In-depth knowledge of the financial services/banking regulatory environment.

- Demonstrated ability to work effectively with individuals with diverse backgrounds and positions

- Ability to influence and establish relationships with key stakeholders

- Track record of driving change and achieving results

- Experience in an Operations environment and understand the complexities of cross functional processes

- Understand of Fraud and Scams typologies and fraud prevention strategies to mitigate the risks to the banks and its customers.

- Broad Operations and system knowledge across multiple disciplines

Role Purpose:

- Build, scale, and lead a world-class Fraud Operations teams at NAB India to support Identity Fraud Services, Frauds & Scams and Card fraud prevention teams to maximize the customer experience while combating fraud.

- Accountable for fraud operations teams in India,

- Role holder will report locally to Head of Financial Crime and Fraud Operations.

- Provide Leadership and leads a team of Leads, Analysts and Senior Analyst within Fraud Operations

- Provide Fraud and Financial Crime Prevention leadership and execution expertise, working with stakeholders in Fraud Operations.

- Ensure all AML / CTF and APRA regulations are met; work closely with compliance and DCO partners on reporting and escalating suspicious and reportable activity.

- Identify and implement different mechanisms and countermeasures to determine financial crimes, risk and controls, and how gaps can lead to undue financial crime risk

- Lead major crime fraud investigations; Provide subject matter expertise and advice to fraud analysts to assist in specific diagnosis, determining the nature of the potential fraud incident and making decisions on appropriate resolution path, and in support of day to day diagnostic investigation on fraud patterns

- Leverage domain expertise to develop and deploy a vision to optimize the fraud losses and partners with business unit leaders to influence decisions to drive an aligned vision regarding fraud controls and capabilities for new products, services and emerging channels

- Recommend and drive long-term, strategic initiatives, and projects in support of minimizing fraud losses while providing a positive user experience

Role responsibilities & Accountabilities:

- The role responsible for coordinating all day-to-day activities for fraud prevention and detection within Operations and supporting the business in Australia.

- Balance the increasing threat of fraud throughout the industry with the growing needs of the bank and customers.

- Work in close collaboration with the Product, Operations and Technology teams to ensure fraud prevention on the online banking platform, as well as to build automation to scale the Fraud Operations function.

- Feedback loop with the onshore Fraud Operations team to ensure improve the detection of fraud

- Partner with other business lines and operations teams in the bank and work closely with internal Compliance and Risk teams.

- Establish and track KPIs for Fraud Operations including a daily understanding of queue sizes, loss trends, and other dashboards to adjust the team priorities in real time.

- Ensure operational excellence through process and controls design, procedure adherence, and quality assurance.

- Enhancing operational excellence and increasing efficiencies through business process improvement and automation

- Oversee day-to-day operational fraud reporting; provides subject matter expert input into consolidated line of business management.

- Report on fraud team performance to senior executive leadership on a regular cadence.

- Focus on identifying, investigating, and preventing fraudulent applications, identity theft, fraudulent transactions and money laundering.

- Ensure optimal operation of the Fraud department including overseeing volume monitoring, quality assurance, organization and workflow design, hiring, scheduling, training, coaching and on-the-job assistance to members of Fraud Operations teams in India.

- Set performance standards, review performance and provide feedback.

- Forecast staffing needs to align with a alerting volumes and plan resources to provide optimal services and to meet productivity and utilization targets

- Own forecasting and staffing budget for the Fraud Operations team to maintain balance between fraud mitigation, customer experience, and prudent cost management

- Provide support across all lines of business as required (Operations, Backoffice, AML/Compliance, etc.

- Must be able to deal with ambiguity, effectively cope with change, and shift gears comfortably

- Ability to work under pressure and time constraints with composure; ability to multitask and prioritize for both you and your team, while maintaining flexibility to resolve urgent or business critical issues

- Data driven with the ability to derive your own answers from large data sets, as well as the ability to work strategically and steer the business vision with Product Operations and Data Science teams

- Excellent problem-solving and analytical thinking skills a keen ability to connect discrete data points, exercise judgment, and spot trends as demonstrated through experience in proactively preventing and detecting fraud attempts

- Sets clear objectives and controls to measure performance, monitor risks, and deliver results

- Mentor to your team, working to develop them while holding them accountable, providing current, direct, complete and actionable positive and constructive feedback to your team and peers