Tl, Team 1

10 hours ago

Kuala Lumpur, Malaysia RHB Banking Group Full time

Working Hour
- Regular Hours
- Monday - Friday- Business Area
- Community Banking- Location
- Malaysia - Kuala Lumpur- Description

**Primary Objective**:

- Responsible for management of team members within the team, facilitating workflow and capacity management at team-level. Coach those within their team and help them to develop their careers. Resolve escalated issues raised by the team members.
- Constantly understand the fraud trend and research new monitoring enhancement to effectively mitigate possible new fraud trend for bank.
- Provide advisory regarding e-channel/secured & unsecured banking product specific issues that may arise in the CoE (including advisory to Product BRCO Circle where needed)

Internet Banking Fraud Monitoring (RSA - AaoP)
- To review, analyze and provide resolution of cases created via fraud detection system within SLA (e-Channel).
- Perform calling to customer for confirmation of customer’s internet banking activities.
- Identifying fraudulent transactions and escalate to investigation team timely for fund recovery.
- Raised SAR to Group Compliance (if needed)

Application Fraud Monitoring (Instinct & CTOS ID Guard)
- Conduct case study on quarterly basis for credit signors.
- Conduct random sampling / pick-up from daily approved cases that matches a certain criteria
- Log confirm cases into LDC, adverse profiles to be updated into INSTINCT, and SAR raised to Group Compliance

**Key Responsibilities**:
**_Internet Banking Fraud Monitoring (RSA - AAoP)_**
- To review, analyze and provide resolution of cases created via fraud detection system within SLA (e-Channel).
- Observe customer internet banking Activities/transactions to identify suspicious fraudulent activity (Phone scam, Phishing, TAC scam and etc)
- To perform callback to customer for suspicious Internet banking activities/Transaction flagged by fraud detection system.
- Resolve queued transactions within the service level agreements to reduce potential revenue losses.
- Raise SAR to Group Compliance when needed (identification of mule account)
- Resolve customer issues within the scope of existing service level agreements.
- Provide feedback on key issues faced by both customers and teams
- Any other tasks assign by Circle Lead

**_Application Fraud Team (Instinct & CTOS ID Guard)_**
- Updating of INSTINCT remarks into FLASH for those triggering alert (Under Suspect or High Fraud Potential)
- Attend to referral from Credit Signors / Head of Division. Conduct case study on quarterly basis for credit signors. Conduct site visit to verify the authenticity of the company / establishment (if needed)
- Conduct random sampling / pick-up from daily approved cases that matches a certain criterion
- Log confirm cases into LDC, adverse profiles to be updated into INSTINCT, and SAR raised to Group Compliance
- Provide feedback on key issues faced by both customers and teams
- Continuously provide process improvement ideas to the team
- Any other tasks assign by Circle Lead

Subject matter expertise
- Provide expertise and guidance to team members
- Support best practice sharing across teams
- Resolve any escalated customer related issues e.g. complains, approval

Resource planning
- Play an “Air traffic control” role, coordinate shift/leave schedule between team members
- Balance resource allocation across team based on demand and priorities
- Ensure attendance and adherence of team member (with regards to work schedule)
- Support the Service Partner Lead/Circle Lead to hire for required skillset

Team mgmt. and coaching
- Help empower the team to work independently & self-manage
- Support the team in removal of obstacles
- Work with Circle Leads to ensure team is performing well and help to identify ways to improve skillset within the team
- Support career and skills development of team by defining a clear development plan & trainings
- Conduct reviews & evaluations on of team member's performance
- Provide on-the-ground coaching and guidance for all team members
- Coordinate/lead trainings for team members
- Raise common issues faced by either the team or customer to the Circle Lead

Standard enforcement
- Ensure team members follow the standards and practices of their functional expertise
- Ensure key information is cascaded and necessary documentations are created (reports)
- Support implementation of any initiatives at the team level
- Requirements

**Requirements**:
Bachelor Degree - Diploma, Advance/Higher/Graduate DiplomaBachelor’s Degree, Post Graduate Diploma, Professional Degree, Master Degree..
- Chartered Banker (preferred)
- Certified Fraud Examiner (preferred)

5 Years’ experience within the financial/banking industry, with wide exposure in areas of Retail Banking, Payment Operations and Risk Management.
- Sets clear and realistic goals, focused on highest value activities
- Motivates and inspires others - draws out the best in people
- Strong team player; able to work with other leaders
- Operates with

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