Job Purpose:

To Ensure that fraud losses are within the accepted range as per the global measures set by the cards’ associations through the appropriate monitoring rules setting up, and in coordination with card business. In addition to ongoing studying for both fraud Vs genuine usage that support rules generation and enhancement to the approval rate. This includes developing, implementing and maintaining the necessary controls and monitoring strategy required to detect, investigate and report fraudulent attempts at earlier stages.

1.Prepare the capacity plan needed to cover 24/7 monitoring operation and ensure back up plan is in place in emergency cases. In addition, to create an incident response team to ensure catastrophic events well managed from issuing perspective.

2.Manage the deployment of fraud rules (Activation – Deactivation – Enhancement - Assessment), and provide periodical reports that cover the performance of the rules, to share it with the business side for their input if any.

3.Enhance the authorization approval rates through the continuous rules refreshing, review the set rules false positive ratio, monitor approval rates and decline rates, analysis of decline rates, and evaluate opportunities to improve the overall rules’ performance.

4.Work on reducing the charge back / Fraud rates to be under the global benchmark, by determining the triggers that cause them, set controls to decrease the relevant operation cost.

5.Ensure proper preparation/implementation of the reports (losses recovery results, fraud losses position) to support decision-making and present the needed management frequent reports, and in collaboration with different business stakeholders (Collections & Recovery, Chargeback team and legal)..

6.Ensure proper handling of received inquiries through available communication tools and handle the escalated cases from the agents.to provide best in class service provided to the customers.

7.Prepare monthly performance report and direct the team members to improve their analytical skills to hit the Fraud transactions without affecting genuine usage.

8.Participate in assessing new products, services, change in spending limits, in order to capitalize the needed staff for the monitoring process, and to the required controls that mitigate the risk of fraudulent attempts.

9.Ensure proper handling of received alerts from card associations and all procedures followed.to mitigate the risk of further fraudulent attempts.

10.Design the offline reports based on received fraud cases register and after doing the necessary analysis to customize them to fit against new fraud trends.

11.Ensure that the number of blocked cards at the minimum through reviewing daily blocked cards next working day and communicate with business team to send them the final list of unreachable customers, to ensure that customers are not facing any rejections due to the actions taken by fraud management.

12.Approve write-off memos / immediate refund if needed to credit the customers with compensations against the actual fraud loss.

13.Design the daily and weekly misuse reports that are handled by the Cards Transaction Monitoring Officer/ Sr. Officer, to ensure that the new misuse trends are covered and that the reports are handled and proper actions taken according to the pre-set procedures, and proper recording to the misuse cases in the misuse database.

14.Review the monthly CBE report prepared by the team, and communicate it to the concerned stakeholders.

15.Approve changes in spending limits related to the customers after screening their profiles from misuse perspective.

16.Prepare frequently customer’s fraud awareness campaigns to ensure that they are educated to protect their personal and financial information.

Strategy

17.Participate in the formulation and implementation of the Fraud Management Department strategy to ensure the alignment with CIB strategy

Policies, Processes and Procedures

18.Participate and recommend improvements to policies, processes and procedures and manage their implementation to ensure all relevant procedural / legislative requirements are fulfilled

Day-to-day management

19.Supervise the day to day operations of the Fraud Management team providing some guidance in the related area, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards

Supervision

20.Supervise the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, processes and procedures

Compliance

21.Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks

Qualifications & Experience:

 Bachelor’s is degree of Commerce, Business Administration, Accounting or its equivalent.

 Minimum 10 years of experience in cards operations, and a minimum of 7 years of experience in fraud management

Skills

 Good command of English and Arabic languages.

 Managerial skills and leadership skills.

 Proficient user of MS office

 Quantitative and qualitative analysis and decision-making skills.

 Self-motivated.

 Excellent written and verbal communication skills with the ability to produce detailed written

 Strong team ethos and ability to work efficiently and accurately under pressure