Manager - Cards Fraud Monitoring

Role : Manager - Cards Fraud Monitoring

Location : Abu Dhabi

Role Purpose:

• Managing Fraud Transactions detection, prevention & investigation risk at minimal by effective rules management, team performance and by implementing the necessary policies, procedures, controls, and training required to assist the bank in preventing, monitoring, detecting, investigating, and reporting on fraud and misconduct related matters.
• Develop and implement strategies effective for the detection and prevention of financial crimes “Fraud Transactions” in ADIB & Improving the overall customer experience by providing exceptional customer services. Providing accurate KPI's for management review. Reviewing daily fraud cases for further decision making for rules tuning, improving team performance by identifying strengths & Weaknesses of each individual team member.
• Ensure that the retails and corporate transactions monitored 24/7 basis as per Bank\'s procedures, agreed service standards and in accordance with agreed controls and procedures for Issuer, Digital Channels & Acquiring.

Key Accountabilities of the role

Responsible Payment Channels to Monitor:

a. E-Channel Transactions Monitoring:

• ADIB Retail Internet Banking Transactions Monitoring.
• ADIB Retail Mobile Banking Transactions Monitoring.
• ADIB WBG/BBD Internet Banking Transactions Monitoring.
• ADIB WBG/BBD Mobile Banking Transactions Monitoring.
• ADIB IVR Transactions Monitoring.
• ADIB WhatsApp Transactions Monitoring.
• ADIB Wallet Transactions Monitoring.

b. Debit & Cover Card Monitoring:

• Compromised Card Transactions Monitoring.
• Social Engineering Transactions Monitoring.
• Base II Transactions Monitoring.
• Hold Transaction Monitoring.
• VVIP Customer Card Authorization Monitoring

c. Merchant Transactions Monitoring:

• Compromised cards used on ADIB POS Machine.
• Bust Out Merchant.
• Merchant Collusion.
• Managing Fraud Transactions team 24/7 to detect, prevent & investigation risk at minimal by effective rules management, team performance and by implementing the necessary policies, procedures, controls,
• Take ownership on gathering all possible information while investigating incidents.
• Manage Local authority Abu Dhabi Police, Dubai Police, etc. for all requirement related to fraud investigation, verification & action to help on preventing ADIB and UAE economy from electronic crimes.
• Liaising with ADIB legal team with regard to fraud cases investigation and finding which required by local authority or central bank.
• Manage Central bank request with regard to fraud cases verification, investigation & actions.
• Manage multiple projects to enhance and optimize fraud strategy systems and tools like Enterprise Fraud Management System.
• Run data link analysis on the suspected mule account to identify any other suspected mule or activities on portfolio.
• Decision making on fraud investigations and Analysis reports for onward review and decision, which is done by fraud Monitoring T/L /Analyst.
• Monthly review and analysis of the Fraud Statistic report.
• Documents Review during the investigation of suspected behavior/transactions that can lead to identify Mule account.
• Initiate urgent actions as and when required to prevent future financial & reputational loss.
• Close review of card Fraud incident received from different channels & conduct the investigation.
• Work on corrective measures to improve the overall customer experience while mitigating the fraud risk exposures.
• Monitoring staff overall performance through fraud cases detected/missed, all other daily activities, attendance, teamwork etc.
• Assist Head of fraud Risk Management, Payments, Operations in Gaps identification, Facts findings, recommendation, and closure of investigation.
• Prepare and report the fraud incident report to be submitted to card scheme and central bank of UAE.
• Make sure that Fraud detection, prevention & investigation are alien with UAE central Bank regulation & to protect consumers, ensure the stability of the financial system, and prevent financial crime.
• Maintain Daily and monthly MIS related to card & Merchant & E-Channels fraud monitoring and investigation.
• Preparing staff performance MIS monthly, considering all within time cases, Minor & Major and taking feedback from Fraud Monitoring Analyst for all Major cases, also gathering T/L feedback, keeping record for Fraud Monitoring Analyst response for annual performance review.
• Close review of Merchant related Fraud received from various channels and conduct thorough investigation.
• Maintaining staff annual leave records & preparing shift schedules a way that daily 24/7 BAU is not impacted.
• Ensuring common point of purchase analysis/Investigation is made whenever required.
• Manages operational support of risk management tools and services; works closely with other key internal areas and stays abreast of industry fraud trends.
• Plays a significant role in long-term planning, including an initiative geared toward operational/detection excellence.
• Lead root cause analysis to identify opportunities to predict, prevent, and mitigate risk within process and performance.
• Acts as management escalation point for emerging trends and determines direction of staff.
• Recruit, hire, develop and retain candidates who raise the performance bar of the security services organization when needed.
• Oversee the effective operation and quality of fraud decisions; ensuring that cases are being investigated and properly handled.
• Ensure that team members understand, align performance and actions with and can clearly articulate the vision and values of ADIB and their department.
• Develops Fraud/Risk related presentations for various meetings, events and venues. Also reviews and provides feedback on fraud themed presentations and documentation prepared by other departments
• Investigating the issues highlighted by team, central bank, financial institution other units, which needs in depth analysis.
• Checking the entire write off cases prepared by TL before forwarding to management for approval.
• Preparing Monthly KPI, Staff Incentive, Staff Performance, dashboard to be shared with management.
• Presenting the Fraud MIS/Dashboard & presented in fraud vigilant work group.
• Participate in project development of fraud monitoring system, and provide support for establishing user needs and system testing
• Reviewing Call Monitoring activity related to performance review, performed by TL by selecting a sample for each Fraud Monitoring analyst. All aspects of customer service judged from calls, staff attitude, and salutation monitored in sample calls.
• Supervision and analytical decision making on the daily card transaction analysis/findings of the sub-ordinate fraud-monitoring analysts.
• Liaison with security/law enforcement agencies, fraud forums, local authority (Abu Dhabi & Dubai Police) & legal department for fraud, risk and compliance issues.
• Maintained all the reported incident by FMU ARC logic system.
• Maintained service level agreement with the main stakeholders (Business Banking Department, Wholesale Banking Group, Fraud Risk Management, group information security, fraud investigation department, fraud Risk management, Internal Control Department) for a proper process & risk assessment.
• Provide Risk feedback in any new product lunched by banks and highlight to management any identified risk.
• Analyze and identify links between fraudulent transactions to prevent current or future exposure.
• Business continuity plan to be in place as per BCM framework.
• People Development, Engagement Framework, Training & Support.
• Ensure employees work productively and develop professional.
• Evaluate and improve operations and financial performance.
• Provide solutions to issues (e.g. profit decline, employee conflicts, loss of business to competitors)
• Design strategy and set goals for growth.

RESULT REQUESTED:

• Understanding, identifying, supporting, and servicing ADIB's internal and external stakeholders' needs as well as committing to meet and thrive to exceed their expectations. Listening and responding effectively to internal and external stakeholders' queries; resolving their problems and issues, evaluating, and seeking their satisfaction as well as respecting them.
• Demonstrating curiosity and making the most of opportunities to learn, improve and innovate.
• Demonstrating, communicating, and promoting a high level of ownership and commitment towards achieving results and taking full responsibility of own duties and behavior as well as demonstrating high level of loyalty.
• Working and collaborating across boundaries, effectively and inclusively, to achieve positive outcomes.
• Strong familiarity with data and analyzing.
• Analytical leader experienced in performance-based action and results-oriented management, as well as strong effective problem solver.
• Ability to take calculated risks and challenge current practices to develop and deliver innovative solutions to meet or exceed the customer expectations.
• Ability to reduce the fraud losses in cards, Merchant Acquiring & E-Channel on yearly basis.
• Reduction in fraud monitoring tools alerts.
• Performance system checks for enhancement, performance improvement.
• Strong rules recommendation to deduct fraud trends through VRM, FRM.
• Continuous team training team building exercises.
• Monthly review staff performance and meeting staff members to improve performance.
• Participating in improving authorization projects, hence increase in card usage.
• Actively participating in resolving issues identified which are regulatory requirements.
• Participating in risk identification in ADIB.

Specialist Skills / Technical Knowledge Required for this role:Graduate.

• Good English communication skills. (Spoken & written).
• Good knowledge of Card Scheme Rules & Regulations.
• Good knowledge of type of e-commerce, payments technology & financial crime.
• Strong Analytical & Investigation Skills.
• Self-correspondence ability.
• Leadership Skills.