Key Responsibilities:
Fraud Risk & Control Framework
- Develop, maintain, and periodically review fraud and operational risk frameworks aligned with organizational risk appetite.
- Define and implement fraud prevention controls across onboarding, transaction processing, settlements, reconciliation, and dispute management.
- Collaborate with Product, Technology, and Operations to embed controls in processes and new product launches.
- Fine-tune fraud monitoring rules, thresholds, and alerts to balance risk, customer experience, and false positives.
Investigations & Liaison
- Lead end-to-end investigations of ATM and card fraud cases, including evidence collection, CCTV/EJ log reviews, and root cause analysis.
- Act as primary liaison with police, cybercrime units, and law enforcement for complaints, FIRs, and investigation support.
- Conduct site visits to ATMs, vendors, and customers for investigations and risk assessments.
- Maintain comprehensive documentation of complaints, statements, and legal correspondence.
Regulatory, RBI & Compliance Interface
- Ensure timely and accurate regulatory fraud reporting (RBI returns, incident reports, ad hoc submissions).
- Monitor changes in RBI, card network, and scheme guidelines; implement updates in policies and SOPs.
- Support audits, inspections, and internal compliance reviews.
- Ensure adherence to KYC, AML, data privacy, and information security standards.
MIS, Analytics & Reporting
- Prepare periodic fraud MIS, dashboards, and loss analytics reports.
- Deliver presentations to senior management, Risk Committees, and Board sub-committees.
- Use analytics to identify systemic gaps, high-risk vendors, locations, or customer segments and recommend mitigation plans.
- Track fraud cost, recovery performance, and control effectiveness.
Stakeholder & Vendor Management
- Coordinate with banks, card schemes, switch providers, MSPs, and cash-in-transit agencies for fraud prevention and resolution.
- Define SLAs, reporting expectations, and conduct periodic reviews with vendors.
- Collaborate with Customer Service/Grievance teams to ensure timely communication to impacted customers.
People Leadership & Governance
- Build and lead a high-performing team of investigators and analysts; set KPIs for investigation quality, TAT, and recovery.
- Provide coaching, training, and knowledge sharing on fraud typologies and escalation protocols.
- Drive ethical conduct, control consciousness, and zero tolerance for policy violations.
- Participate in internal fraud review forums and governance meetings.
Leadership & Strategic Responsibilities
- Contribute to annual business planning with fraud loss forecasts and control investment recommendations.
- Represent fraud risk perspectives in cross-functional projects and management meetings.
- Manage budgets for tools, training, and resourcing within the fraud function.
- Identify opportunities for automation, workflow improvements, and digital solutions.
- Maintain awareness of emerging fraud trends and best practices.
