Liteboho Letete Email & Phone Number

Johannesburg Area, South Africa

 Oversees Transactional & Online Fraud Operations of an integrated global team dedicated to mitigating risks through the efficient and effective running of a fraud operations center and acts as the stand-in in the absence of the Senior manager/head of the team. This role performs the following activities to prevent significant reputational, financial or other loss to Standard Bank and its clients: Monitor controls to ensure their adequacy and effectiveness including the implementation of… Show more  Oversees Transactional & Online Fraud Operations of an integrated global team dedicated to mitigating risks through the efficient and effective running of a fraud operations center and acts as the stand-in in the absence of the Senior manager/head of the team. This role performs the following activities to prevent significant reputational, financial or other loss to Standard Bank and its clients: Monitor controls to ensure their adequacy and effectiveness including the implementation of the necessary quality assurance on an ongoing basis Evaluate and manage the performance of direct reporting staff to achieve a high standard of competency motivation and service orientation, focusing on the development initiatives and retention of promising officers. Management on a continuous basis for improvement initiatives Support and implement new initiatives Keep current of latest technologies and understand bank fraud risks therein Identify and implement best practices to ensure continuous improvement in quality and relevance of service offerings. Provide input for Projects initiated within the Bank and relevant to Group Financial Crime Control Unit. Provide electronic crime (e-crime) threat monitoring and investigate e-crimes on the Bank’s online channels Detect fraud proactively preventing future losses Provide thought leadership to improve the security posture and reduce risk for the online channels Improve call quality and customer experience when interacting with internal and external stakeholders Show less

Gauteng Jhb

Oversees the provision of services for the Standard Bank Customer Contact Centre, guaranteeing smooth, efficient service that meets the expectations of customers and clients. Plays a key strategic role in the Call Centre Consolidation Project for the Group; manages Steering Committees and relevant projects. Determines and adheres to a budget, effectively using systems to increase customer service, reduce risk and increase income while managing negative variances. Ensures that… Show more Oversees the provision of services for the Standard Bank Customer Contact Centre, guaranteeing smooth, efficient service that meets the expectations of customers and clients. Plays a key strategic role in the Call Centre Consolidation Project for the Group; manages Steering Committees and relevant projects. Determines and adheres to a budget, effectively using systems to increase customer service, reduce risk and increase income while managing negative variances. Ensures that change management practices and methodologies are effectively implemented and integrated into daily activities Provides excellent, consistent customer service, ascertaining that customers receive prompt, efficient and effective service, resulting in customer retention. Warrants that Service Level Agreements (SLAs) are negotiated, agreed and monitored and that turnaround or resolution times for escalation are met. Responsible for the governance of HR and compliance policies, assuring that human resources practices, policies and procedures specific to the needs of a contact centre are established, including levels of work, career management and strategic resourcing. Confirms that the Customer Contact Centre has a diverse staff that is managed equitably and meets affirmative action and transformation targets Makes sure that all operational plans and solutions are aligned with the overall Customer Contact Centre strategy. Adheres to risk and compliance standards to achieve favourable risk and compliance coordinator reports; minimizes defalcations and losses. Show less

Johannesburg Area, South Africa