Job Description

Purpose of the job

As fraud threats continue to evolve and new fraud controls are introduced, there is a growing requirement for an experienced Senior Fraud Analyst to act as the operational support lead within Cape Town, providing fraud expertise, leadership, training, quality assurance, and real-time fraud response capabilities.

The proposed role will establish the capability required to manage fraud operations effectively, ensure consistent delivery of controls, provide ongoing support and development to the operational team, and enable the business to react quickly to emerging fraud threats. This position is essential to ensuring the long-term success of the fraud strategy and reducing fraud losses across the organisation.

This role will provide the required capability, oversight, and expertise needed to:

• Act as the primary fraud subject matter expert within the Cape Town operation.
• Support the operational team in identifying, escalating, and containing fraudulent activity.
• Drive consistency and quality across fraud data management in the cape town operation
• Provide ongoing fraud training and coaching to colleagues.
• Support in ensuring new workstreams are successfully embedded and understood.
• Monitor fraud controls and fraud detection tools in real time.
• Strengthen operational resilience and fraud response capability.

The role is particularly important during the current period of process change and enhancement, as fraud threats will continue to evolve until key business vulnerabilities have been addressed. Whilst these improvements will reduce fraud exposure, they will not eliminate fraud entirely, making continued specialist oversight essential.

Key Responsibilities

Operational Fraud Leadership

• Acting as the a point of contact for fraud related queries within the Cape Town operation.
• Providing on the ground expert guidance and support to the team
• Supporting in ensuring the daily fraud tasks and controls are completed accurately and within agreed service levels.
• Initial assessment and escalation of complex fraud cases.

Fraud Detection and Prevention

• Monitoring emerging fraud trends and attack patterns.
• Identifying suspicious activity and initiating containment actions.
• Conducting detailed fraud investigations
• Supporting the enhancement of fraud controls.
• Making recommendations to reduce fraud losses and mitigate risk.

Real-Time Fraud Monitoring

• Monitoring Datadog and other fraud detection platforms.
• Analysing alerts and identifying emerging fraud threats in real time.
• Escalating significant fraud incidents appropriately.
• Coordinating with Fraud Operations Manager to implement immediate actions to minimise customer and business impact.

Training and Capability Development

• Delivering on-the-ground fraud training to operational colleagues.
• Supporting the onboarding and development of new team members.
• Support the team with the ongoing training on new fraud workstreams and processes.
• Ensuring consistent application of the standard operating procedures (SOPs)
• Acting as a mentor and knowledge resource across the operation.

Management Information and Reporting

• Supporting senior stakeholders with insight-led reporting and recommendations.

Operational Support Activities

• Management and oversight of cancellation bot activity and automated fraud controls.
• Supporting incident response activity.
• Supporting implementation of new fraud tools and technologies.

Knowledge, skills and experience required

• Strong fraud investigation, detection and prevention expertise, with the ability to identify, assess and mitigate fraud risks while supporting the Fraud Operations Manager in the delivery of the fraud strategy.
• Excellent analytical skills, attention to detail and accuracy when reviewing data, investigating suspicious activity, processing fraud cases and producing reporting.
• Experience monitoring fraud systems and alerts, including real-time fraud detection platforms, and taking appropriate action to minimise customer and business impact.
• Ability to manage, investigate and escalate complex fraud incidents, providing recommendations and support to the Fraud Operations Manager on high-risk cases.
• Knowledge of fraud controls, operational risk management, account management processes and control enhancement practices.
• Strong leadership, coaching and mentoring skills, with the ability to provide day-to-day guidance and support to operational teams.
• Excellent stakeholder management, collaboration and communication skills, acting as a key contact for fraud-related queries and supporting cross-functional engagement.
• Proficiency in Salesforce, CRM platforms, MS Excel and reporting tools, with the ability to produce insight-led management information and recommendations.
• Ability to handle sensitive and confidential information with professionalism, discretion and integrity.
• Experience working in a fast-paced operational environment, supporting workload management, service level delivery, incident response activities and continuous improvement initiatives.

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.