Fraud Monitoring Supervisor

The Fraud Monitoring Supervisor oversees end-to-end fraud surveillance operations, ensuring shift-based Fraud 24x7 monitoring, prompt investigation of alerts, and effective management of the Fraudulent Transaction Dispute Handling (FTDH) process. The role ensures regulatory compliance, operational continuity, enforce SOP adherence, and timely escalation of suspicious activities through supervision of on duty analysts and coordination with relevant departments.

Core Responsibilities:

• Oversee fraud monitoring systems and ensure all alerts are investigated promptly.
• Identify suspicious activities, conduct risk analysis, optimise fraud detection rules and machine learning models to balance detection efficiency and customer experience.
• Lead in-depth investigations into suspected or reported fraud trends, gathering digital evidence, transaction records, and customer information.
• Supervise on duty fraud analysts to ensure continuous 24x7 monitoring of digital transactions.
• Monitor transaction queues, assign workload, and manage shift coverage efficiently.
• Report daily statistics, operational issues, and system anomalies to the line Manager.
• Uphold confidentiality, compliance, and operational integrity in all monitoring activities.
• Ensure all alerts are handled within the defined SLA and escalation timelines.
• Maintain detailed shift handover logs, incident reports, and analyst performance records.
• Coordinate with relevant departments for real-time response to suspicious activity.
• FTDH portal inward and outward proper knowledge.
• Completely manage and be responsible for the FTDH task as per the regulatory requirements.

Requirements

• Bachelor’s or master’s degree in a relevant field.
• Minimum of 2-3 years of experience in a fraud risk management unit, preferably within the banking or financial services industry.
• Proven track record of managing effective fraud risk management units.
• Strong analytical skills and experience with digital fraud detection technologies.
• Excellent leadership abilities and communication skills.
• Ability to thrive in a fast paced environment while balancing multiple tasks/projects simultaneously.
• Owing projects from start to finish based on imminent fraud behavior.