Assistant Manager, Fraud Investigation

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

RESPONSIBILITIES

• Manage Retail Clients Fraud Risk activities and processes effectively and efficiently aligned to business strategy for the country.
• Work with Head, Fraud Risk Management, and other stakeholders in the country for smooth functioning of Fraud risk management processes and activities.
• Manage fraud risk, assisting businesses with implementing the ‘best in class tools & processes to minimize fraud losses while maintaining and adhering to customer charter goals and objectives.
• Conduct fraud investigation for dispute cases involving card payment fraud / lending fraud / Digital Banking Fraud.
• Liaise with Regulator and Group fraud on fraud related matters, includes fraud incident reporting.
• Support and provide inputs to Head, Fraud Risk Management for developing operational model and shaping strategic agenda for Fraud risk management and implementing the strategic direction for the country.
• Work with Head, Fraud Risk Management to design and implement the Fraud Risk strategy and infrastructure for the country for channels and products within Retail Clients segment.
• Ensure the Fraud Risk Management framework is effectively embedded and communicated across Retail Customers segment.
• Develop a proactive, independent, balanced and a fraud risk awareness culture within the organisation.
• Develop effective fraud risk management strategies and timely deploy these strategies across products and channels.
• Identify industry best fraud risk infrastructure and management practices are tabled and are considered for adoption within the country.
• Ensure that gross and residual fraud risks are understood and agreed with the respective business heads in the country.
• Perform investigation for all fraud dispute cases i.e., lost & stolen, account take over, identity take over, card present, card-not-present, CASA etc.
• Attend to emails from various channels i.e., customer service, branch, collection, CI, sales, chargeback etc. related to fraudulent dispute incidents.
• Attend to ombudsman mediation related to fraud dispute cases.
• To attend court hearing for cases fraud dispute cases involving SCB customers.
• Conduct Fraud Awareness Training to internal staff, focusing on sharing of latest fraud trends and emphasising on the controls in mitigate fraud risk.
• Lead and drive standardisation, automation and consolidation through re-engineering and process improvement initiatives for the country for Fraud Risk Management.
• Develop and maintain fraud management capabilities, skills and infrastructure in the country that are in compliance with both internal policies and external regulations and are responsive to fraud attacks.
• Act quickly and decisively when any risk and control weakness become apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees.
• Implement the Operational Risk Framework and monitor the operational risk metrics for the country to identify potential control weaknesses.
• Identify and track Key Performance Indicators (KPIs) to support strategy testing environment and daily operations.
• Continuously improve the operational efficiency and effectiveness of fraud risk management processes.
• Ensure effective recovery tracking process in place in the country.

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