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About UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of around 500 offices in 19 countries and territories in Asia Pacific, Europe and North America. UOB's purpose is to build the future of ASEAN. Our purpose guides The UOB Way – that defines our unique culture and belief system, anchored on our values of being Honourable, Enterprising, United and Committed, and our people philosophy of Care, Growth and Trust.
About The Department
UOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Started in 2021 with technology application design, development and support, InnoHub2 is expanding beyond technology services to deliver other business services to support the Bank’s growth ambition. We are looking for talented and motivated individuals to be part of the pioneer team spearheading the development and delivery of the new services.
As part of the InnoHub2 team, you will have the opportunity to work on Group initiatives and gain regional business exposure. We are dynamic, passionate and purposeful about delivering trusted financial solutions that enables business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.
Job Description
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of around 500 offices in 19 countries and territories in Asia Pacific, Europe and North America. UOB's purpose is to build the future of ASEAN. Our purpose guides The UOB Way – that defines our unique culture and belief system, anchored on our values of being Honourable, Enterprising, United and Committed, and our people philosophy of Care, Growth and Trust.
About The Department
UOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Started in 2021 with technology application design, development and support, InnoHub2 is expanding beyond technology services to deliver other business services to support the Bank’s growth ambition. We are looking for talented and motivated individuals to be part of the pioneer team spearheading the development and delivery of the new services.
As part of the InnoHub2 team, you will have the opportunity to work on Group initiatives and gain regional business exposure. We are dynamic, passionate and purposeful about delivering trusted financial solutions that enables business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.
Job Description
- Manage 3 main functions of operations:
- Current Account Savings Account CASA) Fraud Surveillance
- Card Fraud Surveillance
- Authorization Support & Other Non-Fraud Services
- Handling fraud-related inquiries from internal and external stakeholders.
- Support ad-hoc projects within the Business Unit on anti-scams efforts
- Conduct regular case to ensure compliance with company policies and procedures (e.g., call quality monitoring, SLA review)
- 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.
- Reviewing the fraud alerts actions completed by Fraud Analyst
- Review high volume transactions data to identify potential fraudulent transactions and its root cause.
- Decision making on whitelisting / blacklisting actions.
- Utilize various tools and channels to gather facts and submit case summary for timely escalation to investigation team or touchpoints in accordance to prevailing Service Level Agreement.
- Collation of monthly statistics for management reporting.
- Collation of monthly statistics on various card fraud types, Card Present, Card Not Present, Scam, Lost & Stolen card, and 3DS transaction to submit for management reporting.
- Collation on Call Stats and review Call performance to ensure pick up call meets SLA.
- Respond to fraud-related inquiries from internal and external stakeholders.
- Authorization Support & Other Non-Fraud Services
- Collation and maintaining accurate records of all credit card transactions, authorizations for audit reference.
- Conduct regular reviews such as call quality monitoring, to ensure compliance with company policies and procedures.
- Degree or equivalent qualification preferred.
- Prior leadership or managerial experience in a similar role
- Experience in card payment systems, Possess card payment knowledge for cards with 8-10 years of experience in the card industry for Authorisation & Fraud Management.
- Proven ability to lead and manage a team effectively.
- Excellent decision-making and problem-solving skills.
- Ability to develop and implement strategic plans and surveillance and security for CASA and Cards.
- Experience in risk management strategies.
- Able to plan and handle complex and evolving challenges for Card and CASA surveillance and security.
- 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.
- Previous experience on fraud surveillance in banking sector or law enforcement agencies will highly be considered.
- Keen interest in scam prevention
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