Team Leader, Fraud Management, Vodafone Shared Service Romania - Italian language advanced

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 6 locations: Albania, Egypt, Hungary, India, Romania, and the UK.

Over 26,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Care, Business Intelligence Services, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create positive impact for themselves and society. We do not discriminate based upon age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, and national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

- Education- Graduate/ Post-graduate in any discipline
- Relevant experience in telecom or in other sectors with exposure to Fraud
- Strong customer service experience
- Coordination of customer service team is a plus
- Strong verbal communication skills in Italian
- Good verbal communication skills in English
- Strong communication, analytical and decision making skills
- Good persuasive skills to get the required feedback on escalated cases
- Good knowledge of handling Fraud Management Systems
- Task prioritization and results oriented
- Good working knowledge of MS-Office
- Experience in project management

Strategic

- Coordinate all Fraud Management processes and resources within the team
- Revise the fraud control processes periodically and suggest changes to make it more effective and relevant
- Partner in making world class fraud control processes for SSC Romania
- Identify areas that requires improvement and tasks that can be integrated to the fraud management processes
- Develop action plans to prevent and mitigate new fraud risks
- Identify best practices and share them within the team and all relevant stakeholders
- Deliver recurrent specific management reports and presentations to all stakeholders
- Effectively ensure that data security and IT security norms are religiously followed
- Business partnering for all fraud related issues in relation with Vodafone local markets and other VSS functions
- Provide clear definition of roles, responsibilities, individual goals and performance objectives for the team
- Keep the team motivated to deliver results at agreed standards
- Plan and execute team events and stakeholder interactions
- Recruit new team members for available roles
- Ensure that the stakeholders perceive the function as dynamic and relevant
Partner in identifying opportunities to enhance the fraud control portfolio

Operational

- Limit the financial loss caused by fraudulent cases checked by Fraud Team
- Manage the team to deliver all KPIs on Fraud Management activities
- Recurrent review of alarms analyzed within the team — identify and implement methods to optimize the inputs for an improved output
- Attending all escalations and follow up on issues identified with other functions concerned
- Review of daily actions taken by the analysts and provide inputs to the analysts wherever required - recommendations for quality improvement to be made
- Deliver world class customer experience
- Keep the team updated about new fraud cases reported in local market and the latest fraud trends in industry
- Regular update for all stakeholders about new fraud threats identified by his team and propose mitigation actions
- Ensure work adherence of team members according to the schedule
- Spend time with individual analysts and provide guidance wherever required
- Ensure that the projects undertaken are conceived and executed as per timelines

Developmental

- Provide regular, constructive feedback to maximize positive impact of individual team member’s talent
- Identify talent within the team and develop them through various methods
- Enable other training programs aimed at improving the additional skillsets of employees in fraud management activities
- Ensure that the process knowledge is up to date and conduct periodic review

Develop a working environment for improving productivity and innovation

Role purpose:
- Ensure that all suspected fraud cases are detected by fraud team, analyzed and actioned to prevent and stop fraud from causing financial and reputational damage to Vodafone
- Manage the team to deliver all KPIs on Fraud Management activities
- Ensure that all escalations are attended and resolved in time and stakeholder expectations are met
- Give directions and coordinate the team to become more effective in preventing/detecting fraud
- Business partnering for all fraud related issues in relation with other VSS functions and Vodafone local markets
- Operational excellence through process improvements, innovation and efficiency
- Deliver world class customer experience
- Keep the team motivated to deliver results at agreed standards

Key Result Areas:
Service Delivery
- Limit the financial loss caused by fraudulent cases checked by Fraud Team
- Set and monitor KPIs for the team; Team KPI achievement
- Proper completion of all scheduled activities
- Deliver world class customer experience
- Proper and timely communication with all stakeholders
- Operational Excellence
- Process improvement and innovation
- Knowledge dissemination and knowledge retention on fraud control specific areas
- Sharing of best practices and industry trends with the team
- Application of specific tools for accuracy and overall effectiveness
- Business Partnering
- Frequent formal interactions to understand the business requirements
- Business partnering for all fraud related issues in relation with Vodafone local markets and other VSS functions to meet the changing requirements of the business through additional/ modified processes
- People Management
- Provide motivation to the team
- Provide regular, constructive feedback to maximize positive impact of individual team member’s talent
- Provide clear definition of roles, responsibilities, individual goals and performance objectives for the team
- Recruit new team members for Fraud Management activities
- Create forums for knowledge and skill enhancements
- Utilize Vodafone global performance development tools and processes to drive high performance delivery of the team
Key Challenges of the Job
- This role requires experience in dealing with fraud suspicious customers
- The role includes direct contact with customer in the customer’s native language
- This role requires good persuasive skills to get the required feedback on escalated cases
- This role is high in intensity and requires high capability to think on the feet