Job Title:Senior Fraud Analyst
South Africa , Innovation Centre
To detect, analyse and resolve fraud. To put preventative measures in place to eliminate fraud in MTN SA and ensure that there are no reoccurrences of fraudulent events.
Task Complexity: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job, and the function. Excludes role and leadership / management. Input into Operational Planning •Provide input into the annual operational planning for the Fraud department, researching and considering best practice, local conditions, trends and competitor activity. •Contribute towards continuous improvement and innovation at process and procedure level whilst adhering to Fraud Management Strategy •Implement practices that will improve the detection of revenue leakage and fraud within MTN SA and provide input into the development of PPP’s to ensure that this leakage is managed operationally and prevented wherever possible Fraud Detection and Prevention •Analyse alarms generated from the FMS. •Notify Service Providers of any potential fraudulent numbers, where appropriate. •Review business specifications to identify potential risks for fraud and define mitigation plans •Investigate all fraud reported by staff and external parties, addressing reports on a case by case basis and ensuring an optimal balance between response to the situation, the cost of that response, and the core purpose of the organisation •Identify root causes of fraud and take prescribed and pre-detailed action to ensure resolution and future detection. •Ensure that the results of all investigations are properly distributed. •Keep accurate records of all fraud (queries) and use this data to assist in identifying and analysing trends. •Conduct ad hoc data analysis to detect fraud and perform preliminary investigations to either dismiss or confirm a fraudulent matter as appropriate. •Forward all relevant information for Forensic Investigators in BRM and support Forensic investigators to conclude on matters being investigated. •Recommend and implement policies, procedures, and processes. •Provide comment to draft business requirement specifications. •Keep up to date with mobile fraud trends. •Optimise the utilisation of the Fraud Management Systems. •Take appropriate action to prevent the reoccurrence of problems. •Play an active role in information security. •Provide fraud-related specialist advice on ad hoc projects and for external initiatives as required •Support Manager: Fraud Analysis in the provision of all content information to the RA Governance process Policy, Procedure and Process Effectiveness •Provide input to various other departments regarding fraud prevention controls and recommended policies to prevent fraud •Ensure that all PPP’s are aligned to the set operational framework for the Department and are implemented in such a way that workflow continues without interruption. •Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance. Reporting •Collate and prepare relevant information and data for fraud management reports. •Make assessments of and draw solutions from qualitative data, making logical deductions and providing appropriate commentary. Quality Management •Provide input into the establishment of fraud-related systems and sound practices that comply with best practice, legislation, regulations and frameworks. •Keep up to date with new products and maintain an indepth understanding of systems to ensure that fraud is identified and monitored. •Provide auditors with information as required and explain systems and controls where necessary. •Identify, accumulate and analyse statistics that reflect on the team’s performance Customer Satisfaction •Establish sound relationships with all stakeholders. •Understand customer needs and provide input into the development and fine-tuning of systems to meet them. •Ensure all fraud-related queries are attended to and resolved within agreed parameters. •Considers the implications of actions to be taken for the customer / the effect of actions on the customer and provide advice on the best approach to reach the best results. Supervisory / Leadership / Managerial Complexity: Refers to the responsibilities for directing, guiding, motivating and influencing others. •None Role Complexity: Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this position, but the incumbent has responsibility for. Example HR Managers having to manage an IT function. Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control. Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position. •Deal with problem situations that arise timeously and efficiently •Remain vigilant and constantly on the lookout for new fraud types (fraudsters are by nature creative and intelligent) •Attempt to think like a fraudster in order to detect fraud, constantly looking for ways to defraud MTN in order to take proactive preventative measures •Build independent opinion opportunities and possibilities of improving processes, technology, quality control and customer service •Develop supportive relationships with team and encourage a team spirit •Strive to automate processes and procedures wherever possible •Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information •Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position. Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact. •Bribes offered to Fraud Department members for information or services •Personal threats and intimidation due to involvement in the prosecution of criminals •Always on-duty - fraudsters and criminals do not take days/weekends off •Dependent upon the various MTN systems to provide information, especially the Fraud Management Systems •Data integrity •Speed of detection to resolution •Limited resources •Legislative changes •Reliance on the stability and availability of systems Collaboration: Refers to formal and informal relationships Responsibility towards: who are they and what do they receive from the incumbent. •Direct reports: none •Matrix reports: none •Key customers: other Revenue Assurance teams, BRM •Key suppliers: Network and IS •Relations, etc.: Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment. Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making. •Initiative and judgement requirement when making a decision relating to data reports Fraud or not? Action to be taken? Immediate action or not? Who to inform? Recommendations to prevent future occurrence? •Dissemination of information •Resolution of queries / problems (within parameters set by company policy) Authorities: •As per delegation of authority
•Post Matric Qualification (Auditing , IT) or B.Com (Auditing or Information Systems) •Professional qualifications in Telecommunications, or Law or Auditing would be an advantage.
•At least 3 years relevant experience in Auditing environment (preferably IT or Cybercrimes) •Some business analyst and/or investigative skills required •Knowledge of forensic investigation or revenue assurance processes
•Legislation and regulations •Products and Services •Systems training
Position Type: Permanent
Affirmative Action: N
Additional: Knowledge: •Good knowledge of Telecommunications Fraud •Computer literate, including MSOffice applications •Knowledge of cellular telecommunications business processes •A good understanding of GSM and how it works •Knowledge of telecommunications systems •Knowledge of fraud types, trends and how to identify and detect them •Knowledge of Billing, Credit Management and Revenue Assurance •Awareness of credit vetting procedures •Knowledge of current and relevant legislation •Familiar with MTN products and services Skills / physical competencies: •Naturally analytical with an enquiring mind •Must have the ability to build and work as part of a team, or independently •Strong verbal and written communications skills •Creative problem solving skills •Relationship building •Analytical skills – weighing up the pro’s and con’s; making sense of information •Feedback skills •Conflict management skills •Presentation skills •Ability to meet deadlines Behavioural qualities: •Proactive •Self confident •Tactical and strategic thinker •Observant •Conscientious •Responsible •Tenacious •Eager to learn •Unquestionable professional and ethical standards and an ability to represent the company in highly confidential and sensitive matters; •Ability to work unsupervised •Team orientation – strengthening teams •Resilience – maintaining composure and dealing effectively with stress •Customer centricity •Flexible and adaptable – changing opinions / behaviour in the light of changing situations •Assertive •Strong detail focus - attention to detail and accuracy •Operate with integrity (high ethics) •Methodical and systematic •Reliable and dependable General working conditions (e.g. shift work, driver’s license, specific tools, special clothing, environmental requirements, etc.) •After hours standby required •Overtime based on deadlines •Local, national and International travel, where appropriate •Laptop and communication devices to be able to work via remote access, where appropriate KPA Quality Standards •All fraud reports sent daily and on time •Accuracy and quality of data in report •Service Providers are assisted with fraud prevention and detection, as appropriate •Accurate records pertaining to fraud are maintained •Fraud Management Systems utilised in a timely, efficient and appropriate fashion •All incidences of fraud reported with supporting documentation •All Mobile Fraud Department policies, processes and procedures followed •Quality of fraud intelligence •Escalation of all relevant information/ fraud issues to Forensic Investigators in BRM •Customer satisfaction index (CMAT targets) •Dissemination of information
Applications close 2012-02-20
Thursday, 16 February 2012
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