Assistant Manager, Fraud Investigation

Job Summary

• Manage Retail Clients Fraud Risk activities and processes effectively and efficiently aligned to business strategy for the country. Work with Head, Fraud Risk Management, and other stakeholders in the country for smooth functioning of Fraud risk management processes and activities. Manage fraud risk, assisting businesses with implementing the ‘best in class tools & processes to minimize fraud losses while maintaining and adhering to customer charter goals and objectives. Conduct fraud investigation for dispute cases involving card payment fraud / lending fraud / Digital Banking Fraud. Liaise with Regulator and Group fraud on fraud related matters, includes fraud incident reporting.
  
  

Responsibilities

Strategy

• Support and provide inputs to Head, Fraud Risk Management for developing operational model and shaping strategic agenda for Fraud risk management and implementing the strategic direction for the country.
• Work with Head, Fraud Risk Management to design and implement the Fraud Risk strategy and infrastructure for the country for channels and products within Retail Clients segment.
  
  

Business

• Ensure the Fraud Risk Management framework is effectively embedded and communicated across Retail Customers segment.
• Develop a proactive, independent, balanced and a fraud risk awareness culture within the organisation.
• Develop effective fraud risk management strategies and timely deploy these strategies across products and channels.
• Identify industry best fraud risk infrastructure and management practices are tabled and are considered for adoption within the country.
• Ensure that gross and residual fraud risks are understood and agreed with the respective business heads in the country.
  
  

Processes

• Perform investigation for all fraud dispute cases i.e., lost & stolen, account take over, identity take over, card present, card-not-present, CASA etc.
• Attend to emails from various channels i.e., customer service, branch, collection, CI, sales, chargeback etc. related to fraudulent dispute incidents.
• Attend to ombudsman mediation related to fraud dispute cases.
• To attend court hearing for cases fraud dispute cases involving SCB customers.
• Conduct Fraud Awareness Training to internal staff, focusing on sharing of latest fraud trends and emphasising on the controls in mitigate fraud risk.
• Lead and drive standardisation, automation and consolidation through re-engineering and process improvement initiatives for the country for Fraud Risk Management.
• Develop and maintain fraud management capabilities, skills and infrastructure in the country that are in compliance with both internal policies and external regulations and are responsive to fraud attacks.
• Act quickly and decisively when any risk and control weakness become apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees.
• Implement the Operational Risk Framework and monitor the operational risk metrics for the country to identify potential control weaknesses.
• Identify and track Key Performance Indicators (KPIs) to support strategy testing environment and daily operations.
• Continuously improve the operational efficiency and effectiveness of fraud risk management processes.
• Ensure effective recovery tracking process in place in the country.
  
  

Risk Management

• Identify and share industry best practices and work with the businesses for their feasibility and implementation.
• Develop a collaborative relationship with regulators, peer banks and fraud risk industry forums to help detect and mitigate fraud.
• Ensure all FRM policies and procedures in the country comply with Group Policies and Standards. Ensure proper and updated documentation in place for in-country policies and procedures.
• Ensure various fraud risks are being actively prevented and detected in a timely manner on an end-to-end basis.
• Proactive in seeking regular assurance that areas of responsibility are performing to an acceptable risk and control standards.
• Ensure that effective management response plans are in place to respond to extreme but plausible fraud scenarios in the country.
• Recommend changes to the process control environment or to business practices, where necessary, to reduce the level of fraud risk exposure to within the agreed appetite.
• Balance business performance delivery and cost management with risk and control matters to ensure that it does not materially threaten the Group, while remaining within risk appetite.
  
  

Governance

• Provide oversight across country fraud risk management team, ensuring compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws, other applicable laws and anti-money laundering regulations and guidelines.
• To attend Malaysia Risk Management Task Force meetings on quarterly basis, where to gain the sharing of information on fraud trends in the industry.
• To provide the investigation outputs for Group Dashboard and BNM reporting’s.
• Embed the Group’s values and code of conduct in the country fraud risk management team to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes, and regulations among employee’s forms part of the culture.
• Accountable for satisfactory closure of issues / gaps arising from Internal Audits, peer reviews and regulatory reviews for the country
  
  

People & Talent

Market Knowledge: – Awareness and understanding of the wider business, economic and market environment in which Standard Chartered Bank operates.

Business Strategy and Model: – Awareness and understanding of Standard Chartered Retail Clients business and that of peers in the industry.

Risk Management and Control: – The ability to identify, assess, monitor, control and mitigate risks to Standard Chartered Bank

Governance, Oversight and Controls: – Strong leadership capabilities and management skills, with the ability to deliver effective controls within Fraud Risk Management through both directly-managed and virtual team.

Regulatory Framework and Requirements: – Awareness and understanding of the regulatory framework in which the firm operates, and the regulatory requirements and expectations relevant to the role of Country Head, Retail Risk Operation

Non-technical skills: - Strong written / oral communication and influencing skills. Ability to create effective work relationships within and across functions & borders.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.
  
  

Key stakeholders

• Internal stakeholders
• CCRO / Country Credit Head, Retail Banking Malaysia
• Regional / Country Business Heads and Product Head, Retail Client segment
• FGCs/ In country governance forums (or other forums, as may be applicable)
• Financial Crime Risk
• Country Collections Head and Policy team
• Relevant members of Risk Operations management team
• Internal IT partners supporting Retail Clients business.
• HR & L &TD team
• Operations, L&C and Customer Experience Management unit
• External stakeholders
• Auditors and Regulators
• Associations (Visa, MasterCard, Amex and other Regional / Local forums), Credit Bureaus and peer Banks
• Law Enforcement agencies
  
  

Suppliers, vendors, and consultants

Other Responsibilities

Embed Here for good and Group’s brand and values in Malaysia WRB Operations; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

• Adhere with the Group Policies / Regulatory Requirements / Compliance Standards.
• Practise zero tolerance policy.
  
  

Skills And Experience

Problem Solving

Effective Decision Making

Effective Communication

Whistle-blower

Analyse

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.