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Fraud Investigations Manager, Bulgaria

CryptoCom • Full-time • Sofia, Bulgaria • 2d ago

Job Responsibilities:

Responsible for the scheduling, adherence, productivity and quality aspects of the performance of the Fraud Investigation team;
Responsible for assignment of specific tasks to team members, as well as for their timely and qualitative performance;
Develop and oversee a fraud program including policies and procedures, risk management processes and fraud & money laundering controls;
Be able to perform the basic management responsibilities in the absence of Head of Fraud and Transaction monitoring, so that the Risk Operations function can be carried out normally, without interruptions;
Inform, advise and monitor team members, who provide customer service, in the processing of
their labour duties and specific assigned tasks.
Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift;
Handle escalations as necessary or provide advice related to them;
Prepare shift patterns and monthly schedules;
Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances);
Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.);
Monitor all the queues their team is responsible for;
Provide updates/suggestions for improvements in the current operational setup within the team and how it could improve, incl. tools, practices, handling, speed, etc.
Monitor adherence to predefined KPIs and provide feedback on their adequacy over time;
Ensure staff adherence to departmental/company policies and procedures;
Participate in the setup and implementation of performance improvement plans for his/her team members;
Prepare regular reports on current tasks and teams’ state;
Maintain and develop extensive knowledge about evolving fraud and money laundering methodology;
Reviewing fraud concerns at a larger scope;
Monitoring large data sets to identify patterns for fraud vulnerabilities while suggesting and creating new fraud mitigation tactics;
Ensure effective management of resources and risk systems to proactively prevent and detect fraud and money laundering activities to minimize financial losses and reputational risks;
Develop and manage standards of Risk KPIs to accurate show performance of the Risk Operations and Fraud Investigation teams and areas for improvement;
Recommend and implement adequate and efficient systems and processes to ensure that robust fraud detection and prevention is in place;
Work closely with the Risk Management and Product & Tech teams; as well as Risk dedicated product owners.

Job requirements:

Experience of minimum 5 years in the field of fintech risk management;
Mandatory experience in people management of minimum 1 year;
The Manager should have advanced knowledge of the applicable legislation in the field of fintech business-payment instruments and e-money issuers, etc;
The Manager must have a reasonable understanding of the Company’s business, its technical, financial and
organizational structure;
The Manager must be able to communicate effectively with people at all levels both inside and outside the Company and should have strong written and verbal communication skills;
Excellent leadership and organizational skills, decision making skills, as well as effective problem-solving skills;
Act with integrity, initiative, perseverance, discretion, interest in customer service management and motivation to occupy the position;
English language; excellent computer literacy, including Microsoft office, SQL, Tableau etc.