| About FCI |
| The Financial Crime Intelligence (FCI) department has been created to enhance the Bank's capabilities in prevention, detection and response to frauds against the Bank as well as our customers. This a centralized team that will focus on ensuring there is a strong feedback loop of learnings into improvement in practices, models and customer journeys, develop analytics and technological capabilities as a competitive advantage and deepen our focus on training to ensure fraud prevention at the frontline. With these objectives in mind, a new department, Financial Crime Intelligence has been created with the Fraud Control Unit (FCU) and Digital Transaction Monitoring (DTM) being housed under the FCI department to ensure greater synergies. |
| AbouttheRole |
To lead the identification and systemic resolution of customer-impacting issues by using customer complaints, fraud incidents, audit findings, operational losses, regulatory observations and control failures to uncover root causes, process breakdowns, monitoring weaknesses and emerging risks. The role will drive sustainable remediation across products, channels, processes and systems through partnership with Business, Operations, Technology, Fraud Risk, Compliance and Control functions, strengthening customer protection, fraud prevention, transaction monitoring effectiveness and the overall risk and control environment. |
| Key Responsibilities |
Complaint Analytics & Root Cause Identification - Analyse complaints across products, channels and customer journeys to identify recurring themes, systemic issues and customer detriment risks.
- Establish complaint classification and categorisation frameworks perform trend analysis by volume, severity, financial impact and customer outcomes.
- Develop early-warning indicators and convert complaint intelligence into preventive and detective controls.
Fraud Risk, Customer Harm & Control Assessment - Review complaints and incidents for fraud-enablement factors, control circumvention patterns and emerging typologies, including scams, social engineering, account takeover, mule activity and unauthorised transactions.
- Conduct structured reviews of operational processes, maker-checker controls, approval hierarchies, segregation of duties, exception handling and security safeguards.
- Perform thematic reviews based on complaints, audit observations and operational losses, and drive closure of identified control gaps.
Transaction Monitoring Effectiveness - Review transaction-monitoring scenarios, rules and risk indicators across products and delivery channels.
- Identify blind spots, threshold weaknesses and coverage gaps partner with Analytics, Fraud Risk and Technology to enhance behavioural, anomaly-based and risk-based detection.
Project Management & Remediation Governance - Lead enterprise-wide remediation programmes arising from complaints, fraud incidents and risk reviews.
- Evaluate new-age tools and solutions, help design risk-based fraud prevention and detection solutions, and manage delivery of agreed project targets.
- Track corrective and preventive actions to closure, challenge action plans for adequacy and sustainability, and escalate delayed or ineffective remediation.
Governance, MIS, Regulatory & Audit Support - Establish dashboards, KPIs, KRIs and governance reporting for complaints, fraud events, operational losses and control failures.
- Present insights and recommendations to senior management committees and support Board and Management Committee reporting.
- Support regulatory reviews, inspections, audit observations, compliance reviews, policy enhancements and timely closure of commitments.
Risk Culture & Stakeholder Leadership - Promote customer-centric risk management, fraud awareness, operational resilience and the embedding of lessons learned into processes.
- Influence cross-functional stakeholders across Business, Operations, Digital, Customer Service, Fraud Risk, Compliance, Information Security, Technology, Analytics, Product, Audit, Operational Risk, Legal and Governance functions.
- Engage, where applicable, with regulators, Ombudsman offices, industry forums, auditors, technology vendors, intelligence partners, law enforcement and consulting partners.
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| Qualifications |
Optimal qualification for success on the job - MBA / PGDM, CA / CFA, or Engineering with a Statistics, Mathematics or Finance background with risk management experience is mandatory.
- Postgraduate qualifications in Finance, Risk, Analytics or Banking is preferred.
- 12-18 years of experience in banking, financial services, fraud risk, operational risk, customer protection, financial crime intelligence, audit or control functions.
- Experience in digital banking and payments, complaint management, fraud investigations, transaction monitoring and cross-functional remediation programmes.
- Exposure to senior leadership, regulatory and audit interactions.
- Preferred certifications include CFE, CAMS, FRM, PRM, CRISC, CISA, CIA, Six Sigma, data analytics or operational risk certifications.
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| Role Proficiencies: |
Technical and functional proficiencies - Root cause analysis, complaint analytics, fraud risk assessment, transaction-monitoring reviews, operational risk frameworks, control design and testing.
- Project and change management, process re-engineering, issue management, corrective-action governance and end-to-end delivery.
- Data analytics, SQL, BI tools, dashboarding, MIS development, process mapping and risk reporting.
- Regulatory interpretation, audit management, customer protection frameworks, digital banking and payment-system risk, fraud and scam typologies, AML/CFT and KYC awareness.
Leadership and behavioural proficiencies - Strategic and enterprise thinking, executive presence, analytical problem solving and decision-making under ambiguity.
- Customer centricity, strong risk mindset, ownership, accountability, resilience and attention to detail.
- Stakeholder management, strategic influence, change leadership, conflict resolution, coaching, mentoring and talent development.
- Ability to convert incidents and complaint intelligence into actionable, sustainable enterprise-wide control improvements.
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