Manager: Fraud Operations (Insurance) at Capitec Bank

Purpose Statement


To interpret the Financial Crime Operations business plan and in the context of the Risk environment, to prevent and minimise the exposure to financial and reputational risk for Capitec Bank through achieving the business plans and objectives. Responsible for operationalising plans and the day-to-day management for a function in Fraud Operations, embedding and improving the efficiency and effectiveness of appropriate processes, practices, standards, and regulations.


Experience
Minimum


At least 1-3 years' experience in a Financial Crimes Operations environment, dealing with detection and response within a banking / financial services organisation
At least 3-5 years' experience in leading a team


Ideal


Strong people management and operations experience with a focus on productivity and efficiency, and a solid background in investigations — fraud experience is preferred and insurance sector experience is ideal
Proven experience in insurance fraud operations, including investigation and management of insurance-related financial crimes
You collaborate well across teams, manage stakeholder relationships and have experience training and upskilling team members
You are open to adopting AI-driven processes and tools to improve efficiency


Qualifications (Minimum)


Bachelor's Degree in Forensics or Business Management


Qualifications (Ideal or Preferred)


Honours Degree in Forensics or Business Management


Knowledge


Good understanding of Fraud and Forensics Operations
General management and business knowledge in retail or finance/banking industry.
Processes, procedures and regulations relating to Fraud Operations
SABRIC and Banking Ombudsman rules and procedures
Budgeting and resource planning
Fraud types (Smishing, Vishing, Fishing, Card swop, Card present, Card not present etc.)
People management and development principles
The E-commerce markets
Knowledge on relevant regulatory bodies
Client experience and engagement.
Relationship management with other banks and/or 3rd party providers.
Working knowledge of analytics and AI/ML concepts as applied to fraud detection and investigation (e.g., supervised/unsupervised learning, anomaly detection, feature importance, false positive/false negative trade-offs).
Model risk management basics (model lifecycle, validation, monitoring, performance drift) and the operational controls required when using AI-assisted decisions.
Data governance and privacy principles relevant to financial crime operations (data quality, lineage, access controls, retention), including the implications of using customer data in AI-enabled processes.
AI literacy (ability to interpret AI outputs, understand limitations, and apply judgement in operational decision-making).


Ideal


Strong data analysis and visualisation skills (e.g., Excel advanced, BI tools) to translate fraud and AI insights into actions and reporting.
Prompting skills for approved generative AI tools to support investigation summarisation, case note drafting and knowledge retrieval, while safeguarding confidential information.
Stakeholder collaboration with data science/engineering for requirements definition, testing/UAT, and continuous improvement of AI-enabled processes.
Continuous improvement mindset using experimentation, root-cause analysis and measurable benefits tracking for automation initiatives.


What you will do
Planning and Standards


Create, implement and get sign-off on a Business Continuity Plan, and facilitate Black Swan Scenario planning to keep the business running when the unexpected happens
Manage operational risks, put controls in place and think ahead about future operational risks
Work with Financial Crimes Operations enablement to develop and roll out an automated risk flagging process — and drive proactive, innovative solutions to business challenges
Guide data analysis work to find opportunities to improve, and monitor and report on financial crime trends with teams across the business
Act as the subject matter expert for Investigations and Reporting — stay current on regulations and developments in Financial Crime, and partner with risk, data and technology teams to identify, prioritise and operationalise AI/ML use cases across Fraud Operations


Operational management


Develop, implement and manage Fraud Operations systems and processes, and plan and schedule resources to deliver on SLAs and targets
Resolve escalated client fraud cases using expert knowledge, and drive the adoption of AI-enabled decision support tools to improve alert quality, reduce false positives and improve investigator throughput
Set up and maintain human-in-the-loop operating procedures for AI-assisted triage and investigations, and monitor and report on AI tool and model performance


People and team management


Build a pipeline of talent, make sure succession is in place, and develop the skills of your team — while managing KPAs, personal development plans and performance process.
Take responsibility for daily operational management: allocate tasks and projects, coordinate workflows, manage leave and handle disciplinary enquiries


Reporting


Receive, filter and interpret reporting from Team Leaders, and compile monthly and annual reports for the Executive of Business Support Centre and Head: Financial Crime Operations on the health of the fraud operations environment


Skills


Commercial Thinking Skills
Computer Literacy (MS Word, MS Excel, MS Outlook)
Interpersonal & Relationship management Skills
Management skills
Problem solving skills
Leadership Skills
Analytical Skills
Communications Skills
Change Management Skills
Decision making skills