FVP, Acquiring and Instinct Team Lead, Fraud Operations, Group Retail

Posting Date: 14 Oct 2024

Location:

Singapore (City Area), SG, 048624

Company: United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

The Retail function provides Personal and Business Banking customers with financial solutions tailored to their needs. We help them manage their money wisely and meet their financial goals through an extensive range of products and services. These include deposit, insurance, secured and unsecured loans, investment and wealth advisory services.

Personal Financial Services

We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

The COO Office has Business Risk & Control teams across various risk types, acting as safeguard for the business

Job Responsibilities

Fraud Risk Management (FRM)’s primary responsibility lies in managing and mitigating fraud-related incidents specifically pertaining to the retail customer segments. FRM develops and maintains policies and controls to assist the bank to prevent, monitor, detect and investigate on fraud related matters.

As the team leader of merchant acquiring fraud & application fraud monitoring leading a team of Fraud Surveillance Analyst and dedicated merchant fraud investigators to protect customers' interest in their banking activities by early detection and intervention.

Key responsibilities:

Manage 2 main functions of operations:
- Merchant Fraud Monitoring and Investigations
- Group Retail Lending & Application Fraud Surveillance (Instinct)
Handling fraud-related inquiries from internal and external stakeholders.
Close liaison with enforcement agencies to provide case support.
Collaborate with cross-functional teams to provide insight on trending scams and recommendations.
Identify opportunities to improve processes and mitigate evolving scam trends.
Streamline processes to improve work efficiency, Service Level Agreement (SLA) and productivity.
Review & monitor staff performance Key Performance Indicators and conduct performance reviews.
Provide training and support to staff on fraud detection and prevention measures.
Lead and collaborate with various departments including Operations, Risk, Audit and Compliance on operational issues and resolutions, and discussions.
Review Standard Operating Procedures and ensure strict compliance to internal policies and procedures.
BCP (Business Continuity Plan) coordinator for the team.

Merchant Fraud Monitoring and Investigations

Reviewing the merchant settlement report and alerts actions completed by the team.
Review high volume on-us merchant chargeback volumes and thresholds with reference to card association standard and guideline.
Onsite visit and fields investigations
Collation of monthly statistics for management reporting.

Group Retail Lending & Application Fraud Monitoring

Collation of monthly statistics on various application alert volumes, fraud types and investigations outcome re high potential applications fraud alerts/cases.
Collation on alerts TAT review performance to ensure positive case closure and meets SLA.
Respond to fraud-related inquiries from internal and external stakeholders.
Case alert False-Positive-Ratio review and highlight to ensure smooth operational in application fraud surveillance.

Job Requirements

Degree or equivalent qualification preferred.
Prior leadership or managerial experience in a similar role
Experience in card payment & merchant acceptance systems, Possess card payment knowledge for cards with 5-8 years of experience in the card industry for Merchant, Authorization, Card Fraud Management.
Proven ability to lead and manage a team effectively.
Excellent decision-making and problem-solving skills.
Experience in risk management strategies.
Possess good written and communication skills.
Ability to work in a fast-paced environment with ability to take pressure and meet the demands of the job.
Keen interest in scam prevention

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

Apply now and make a difference.