Manager, Fraud Management

Liberty Latin America

  • Kingston upon Thames
  • Permanent
  • Full-time
  • 27 days ago
Overview:WHAT'S THE ROLEThe Manager, Fraud Management (RAFM), is responsible for the successful definition, operations, monitoring and reporting of fraud mitigation efforts to revenue, cost, compliance, customer and staff risks across all Liberty Caribbean operating entities and across all products, vendors, and customer segments. The role will work closely with the wider Revenue Assurance & Fraud Management (RAFM) organization, as well as global, regional, and local organizations in Finance, Legal, Commercial, Interconnect & Roaming, and Technology & Innovation (T&I). Additionally, the Manager, Fraud Management (RAFM) will work across the entire LLA organization to provide RAFM governance and process support as required and be instrumental in leveraging best practices for RAFM as the business expands.This role will make a key impact to the organization’s financial, customer experience and compliance performance by identifying internal and external fraud risks, and by providing systematic mechanisms to minimize and prevent such exposure and recover revenue and cost where possible. To be successful, the Manager, Fraud Management (RAFM) will need to work cross functionally to strategically prioritize efforts and consequently design and implement controls, in many cases also to meet different compliance requirements. A key requirement for this role is to be able to methodically develop and apply processes to describe, monitor, track to resolution, visualize and report on controls findings and related mitigation efforts to various management levels in the organization.The Manager, Fraud Management (RAFM)will provide thoughtful leadership and guidance to the Fraud team and be a role model in living the Liberty Latin America company principles. Additionally, the role will also require management of third-party service suppliers in the RAFM area.The position reports to the Senior Director, RAFM, Billing & Payment Operations. Responsibilities:WHAT YOU'LL DO * Defining and managing structures that will efficiently drive Fraud Management (RAFM) planning and execution efforts across Commercial, Customer Experience, Finance, Legal, IT and Network Technology functions, including Interconnect and Roaming business.
  • Partner with business stakeholder teams to understand needs and collect requirements.
  • Management of the Fraud team, including the selection, training, coaching, guidance, professional development, and evaluation of the team members.
  • Reduce fraud exposure of the organization by:
  • Monitoring portfolio to both identify and address, changes in fraud trends, by channel (B2C, B2B, B2G, Wholesale, Internal) and product (mobile, fixed, Internet/broadband, TV, connectivity) with particular focus on internal and interconnect & roaming fraud;
  • Executing root cause analysis to identify any process or systemic vulnerabilities;
  • Making recommendations to address and identify any weaknesses that may impact fraud;
  • Exhibiting the ability to present and quantify weaknesses to key senior stakeholders. The expectation is that the analytics will be delivered to the CFO level and effectively presented in simple but effective way;
  • Executing the implementation of key control improvements from inception to execution.
  • Carries out checks for signs of (possible) fraud by:
  • Collecting and analyzing relevant information within internal platforms and processes; i.e., service delivery platforms and CRM/Billing systems; update fraud detection patterns continuously as risk identified;
  • Collecting and analyzing relevant information outside of internal platforms and processes; i.e., interconnect and roaming data from other operators; update fraud detection patterns continuously as risk identified;
  • Independently performing analysis and reporting on results;
  • Researching new forms of fraud, abuse, and improper use, in the creation of new products and services of the company;
  • Identify the most effective ways/means/methods for presenting information to key stakeholders ensuring adaptable approaches to reach the audience targeted;
  • Having exceptional ability to disseminate complex issues into simple business analysis to enable senior stakeholders to make quick and appropriate decisions.
  • Contributes to the settlement of fraud cases by:
  • Collecting appropriate data that demonstrate the fraud;
  • Preparing documents, financial or service impact and interviews regarding external and internal fraud operators;
  • Archiving and reporting as appropriate, all relevant information relating to the nature and extent of the frauds and ensuring all related documents are kept.
  • Contributes to the implementation of risk and fraud policies by:
  • Preparing proposals and presenting to the Management Team;
  • Independently monitoring developments and translating them into possible (attempts to) fraud at Liberty Caribbean;
  • Ensuring the proper implementation of procedures within the company designed to prevent fraud and reporting on these exceptions.
  • Prepare management reports based on findings, controls effectiveness, actions, and results.
  • Performs all other duties requested as deemed relevant to the job or the organization including LEA and LI.
  • Monitor and stay abreast of technological, legal and operational changes that affect the activities and work processes of the RAFM function; make recommendations for and develop and carry out improvements to the function to meet changing requirements.
Qualifications:WHAT YOU'LL NEEDPreferred education / qualifications:
  • University Degree / Diploma in Business Administration, Finance, Computer Science, or equivalent proven skills gained by other means.
Knowledge & Experience:
  • with focus on Revenue Assurance and Fraud Management strategies and practices.
  • Minimum of 5 years experience with focus on Fraud Management strategies and practices.
  • 5+ years of experience in Telecommunications (strongly preferred) OR Media & Entertainment, or Technology industries
  • 5+ years of experience in managing projects, project team members an
  • 5+ years of professional experience in roles Telecommunication Finance and/or IT/Network Engineering d direct reports.
  • Proficient in English
  • Bi-lingual in Spanish is desirable.
Skills & Abilities:
  • Very strong knowledge of Telecom services systems; CRM, Billing and Provisioning systems; network nodes and xDRs.
  • Very strong knowledge of typical Telecom fraud domains and standard fraud mitigation controls
  • Strong experience and knowledge of the Finance domain, especially in disciplines such as Revenue Assurance, Accounts Receivable, Billing, Credit & Collections, Procurement, Financial Planning, and Business Intelligence.
  • Very strong and proven leadership skills being able to manage staff based on each individual’s willingness and ability; applying thoughtful leadership by a combination of direct instructions, coaching and guidance to ensure high performing teams that can meet set objectives.
  • Natural ability as a leader to adopt and role model the company’s principles, thus creating a diverse, inclusive, equal, healthy, and positive working environment built on trust, empowerment, and collaboration.
  • Absolute requirement to manage and deliver results with little to no oversight.
  • Exceptional analytical skills for large data volumes
  • Knowledge from working with Finance in a Central Operations environment.
  • Knowledge from inter-operator agreements and settlements desirable.
  • Strategic planning and thinking essential.
  • Proficient skills in communicating with all levels of the organization.
  • Strong communication skills: ability to identify and communicate relevant information and interface with multiple groups, including senior management.
  • Perceived as approachable and helpful.
  • Ability to make balanced decisions in terms of risk, cost, benefit with a pragmatic approach.
  • Results driven personality with desire to create efficiencies with a continuous improvement mindset.
  • Ability to drive stakeholder engagement and buy-in across geographically disparate organizations.
  • Ability to break down problems into meaningful parts and come to rational and well-thought-out conclusions.
  • Attention to detail, completeness and accuracy.
  • Willingness to adapt quickly to changes in direction.
  • Internal motivation to seek out answers, generate ideas, and develop new skills.
  • Ability to travel 5-25% of work time as required.
  • Ability to work in an open office environment, based on company office policies.

Liberty Latin America