Senior Fraud Surveillance Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia United Overseas Bank Ltd. Full time

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 enable business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.

Job Responsibilities

  • Manage three key operational functions:
  • Handle fraud-related inquiries from internal and external stakeholders.
  • Support ad-hoc projects within the Business Unit on anti-scams efforts.
  • Conduct regular case reviews 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 and 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.
  • Review Standard Operating Procedures and ensure strict compliance with internal policies and procedures.
  • Act as BCP (Business Continuity Plan) coordinator for the team.
  • Review the fraud alerts actions completed by Fraud Analysts.
  • Review high volume transaction data to identify potential fraudulent transactions and their root causes.
  • Make decisions on whitelisting/blacklisting actions.
  • Utilize various tools and channels to gather facts and submit case summaries for timely escalation to investigation teams in accordance with prevailing Service Level Agreements.
  • Collate monthly statistics for management reporting.
  • Collate monthly statistics on various card fraud types, such as Card Present, Card Not Present, Scam, Lost & Stolen card, and 3DS transactions for management reporting.
  • Review Call Stats and performance to ensure call pick-up meets SLA.
  • Respond to fraud-related inquiries from internal and external stakeholders.
  • Collate and maintain accurate records of all credit card transactions and authorizations for audit reference.
  • Conduct regular reviews such as call quality monitoring to ensure compliance with company policies and procedures.

Requirements

  • Degree or equivalent qualification preferred.
  • Prior leadership or managerial experience in a similar role.
  • Experience in card payment systems with 8-10 years in the card industry for Authorization & 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 for 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 the ability to handle pressure and meet job demands.
  • Previous experience in fraud surveillance in the banking sector or law enforcement agencies will be highly considered.

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