The Fraud MIS Officer is primarily responsible in the over-all supervision of the performance of this section and ensures investigation of complex fraud cases on the agreed Turn-Around Time (TAT) and to ensure that impartial disposition is given based on facts, gathered evidence/s and information. It is also responsible in ensuring prompt delivery of the daily operational requirements of the bank’s card business with adherence to the Bank’s internal policies. The role is also responsible in handling overseeing project implementations and business units’ initiatives and ensures these are delivered on a timely basis.

Responsibilities

Operational Efficiency – Provides timely and efficient investigation of cards fraud complex cases by managing the following:

• Managing the investigation of complaints tagged as “special fraud cases” based on the agreed Turn-Around Time (TAT) and to ensure that impartial disposition is given based on facts, gathered evidence/s and information.
• Collaborates with internal and external business partners to achieve business goals and objectives while mitigating emerging fraud risks for the digital platforms.
• Handles escalated cards fraud cases from branches, senior management and other government agencies.
• Actively participates in cross functional collaborations to provide inputs on implementation of major products, services and processes.
• Provide impartial disposition to all cases and identify loopholes to prevent recurring complaints and to minimize fraud exposure.
• Ensure that all endorsed special cases are properly distributed/assigned to Fraud Investigation Specialist and Assistant, and to provide resolution within the set TAT.
• Provide update on the current cards fraud trend involving special cases and to conduct training to both internal and external stakeholders.
• Handled cards fraud cases that require police operations must be referred to the Bank’s legal department for proper guidance.
• Yearly inspection of at least 90% of the Bank’s 3rd party service providers to ensure compliance of service agreement.
• Ensures the Unit’s Service Levels are within the agreed Bank’s standards.
• Supervision of testing and implementation of various User Acceptance Testing (UAT) related to Department’s functions
• Seek, understand and resolve issues and concerns that may arise while ensuring close coordination with the different units within the bank;

Process Innovation / Customer Centricity – Support business growth while keeping cost at the minimum thru the following:

• Continuously review the Unit's existing processes and recommend/implement improvements to deliver quality service to customers.
• Streamlining and alignment of processes to maximize productivity, reduce UTC and wastes
• Monitors Service Quality standards to ensure that same are regularly met and further improve, if necessary.

Cost Efficiency – Monitors controllable expenses and ensure cost of operations is within the approved budget. Optimize the utilization of resources (human capital, facilities and technology) to control costs.

People Management – Strengthens capability to scale up operations and to minimize business downtime during peak days and unscheduled absences. Build inclusive culture to ensure staff engagement and involvement in achieving business goals. Implement rewards and recognition for excellent performance to motivate people to strive harder and prepare themselves for bigger responsibilities.

Risk Management – Implement established processes and ensure regular risk assessment is regularly conducted to adapt to technological and environmental changes. Ensures that procedures and policies are reviewed on a timely basis in order to improve the process and reduce turn-around time. Manages contingency scenarios and conducts regular disaster recovery program testing to ensure business continuity.

Qualifications

• Bachelor’s degree in a business-related discipline
• Experience with fraud investigation in financial institutions
• Strong understanding of banking policies and regulations
• Familiarity with chargeback rules for card schemes (MasterCard, VISA, and Bancnet)

Please refer to job description.