Fraud Investigations Manager, Bulgaria

Sofia, Bulgaria
Risk – Risk /
Full-time /
Hybrid

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.