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Team Leader
4 weeks ago
Direct message the job poster from National Bank of Bahrain
Group Human Resources | Talent Management | Talent Acquisition | Performance Management | HR Strategic Business Partnerships | Talent Development |…Job Purpose
The role holder is responsible for proactively supervising FTMU representatives to ensure adherence to fraud practices and procedures, and to ensure the effectiveness of daily operational activities in line with the Bank's anti-fraud frameworks, regulatory requirements, and strategy to combat fraud risk against its customers.
Key Responsibilities
- Conduct regular quality checks on FTMU representatives by reviewing a monthly sample of calls to ensure excellent service levels and provide feedback/coaching.
- Monitor and assess the handling of alerted transactions by FTMU representatives to ensure timely and appropriate actions, maintaining a high level of excellence.
- Prepare a monthly agent report on the results of regular sample performance monitoring, highlighting areas for improvement and providing a corrective action plan to enhance team awareness and knowledge.
- Coordinate the shift roster for FTMU representatives, considering annual leave and backup arrangements for emergencies, and communicate any changes effectively.
- Manage escalations raised by FTMU representatives, providing support, following up on issues, and evaluating if further action is required according to the escalation matrix.
- Validate and verify the cancellation actions of FTMU shift staff regarding Fawri transactions, ensuring no errors and minimizing financial impact on customers.
- Handle submissions, gather, and document details for new change requests aimed at improving manual processes through automation.
- Implement process improvements, increase staff knowledge, mitigate/reduce losses, minimize financial risk, and maintain operational efficiency.
- Ensure continuous monitoring of transactions through Card Fraud Monitoring system to detect suspicious transactions and new fraud trends, and suggest modifications to business rules as needed.
- Evaluate team performance to ensure service levels meet Service Excellence guidelines.
- Review all key entered transactions, high-value transactions, and abnormal merchant sales volumes of NBB merchants, and follow up on suspicious transactions for clarifications.
- Proactively communicate confirmed fraud transactions with acquirer banks to mitigate financial losses to the bank and cardholders.
- Coordinate with key internal stakeholders, international payment schemes, and local authorities regarding fraud, risks, and suspicious transactions, and report promptly.
- Review credit card limits increased based on verbal approval, ensuring they comply with procedures and delegated authorities.
- Assist with Contact Centre queries related to card fraud and disputes.
- Serve as a subject matter expert on card fraud processes and procedures for department and business unit staff.
- Supervise daily operations to ensure efficiency.
Qualifications & Experience
- Bachelor's degree in Business Management, Banking & Finance, or related field required.
- Master's degree in Accounting, Finance, Economics, or related preferred.
- Minimum 3-4 years of practical banking experience or similar function.
- Mid-Senior level
- Full-time
- Other
- Banking
