Director Of Business Operations

• Aug 2021 - Present

Head Of Operations

• Mar 2020 - Aug 2021

As the Head of Operations, I am responsible for providing strategic and tactical solutions to streamline operational processes and performance across various areas to maintain operational efficiencies and effectiveness, while maintaining effective management of operational risks.I am responsible for driving success to the day-to-day operations of the following key areas:o Merchant Services & Support - responsible for client onboarding and liaison, and ongoing customer supporto Internal IT and Service Desk - responsible for managing internal IT and staff onboarding supporto Fraud Operations & Analytics - responsible for detecting, preventing, and managing day to day fraud handling activitieso Chargebacks & Disputes - responsible for handling chargebacks and disputes.o Quality Assurance - responsible for ensuring quality standards are adhered to throughout the operations team.

Head of Fraud and Chargebacks

• Jun 2019 - Mar 2020

As the Head of Fraud and Chargebacks, reporting directly to the COO, I lead various areas such as Fraud Analytics, Fraud Investigations and Chargebacks.Key responsibilities:• Maintaining risk exposure to fraud and chargebacks within the organisation’s risk appetite and regulatory requirements.• Assessing key risks, control weaknesses and process improvements as part of Fraud and Chargeback organisational strategy.• Working collaboratively with business unit leaders, product line owners and key stakeholders to assess fraud and chargeback risks when onboarding new clients.• Managing on-going internal and external fraud reporting requirements, including updates to senior executives and board members.• Promoting risk, fraud and chargeback awareness across Assembly and its customers.• Maintaining relationships with external vendors by monitoring performance and ensuring contract terms are adhered to for optimal strategic use of fraud and chargeback management tools.

Fraud Operations Manager

• Feb 2017 - May 2019

As the Fraud Prevention Manager, reporting to the Head of Operations, I was responsible for managing all aspects of fraud prevention and operational risk within Assembly.Key Responsibilities:• Managing all facets of fraud detection, prevention and investigation to prevent and minimise financial losses.• Managing ongoing assessments of fraud prevention rules to evaluate rule effectiveness, identify gaps and develop improvements to reduce false positives, and improve Assembly Payment's overall fraud detection capabilities.• Providing analytical material/data/reporting to internal and external stakeholders to influence fraud prevention solution strategies.• Working closely with the Risk and Compliance team to set policies and rules that govern monitoring and due diligence of transactions and consumers.

Risk Analyst

• Jul 2016 - Feb 2017

• Monitor & investigate suspicious transactions & potential fraudulent activities through data mining & analysis• Where fraud loss occurs, oversee review & investigation of matters until closed, determining the cause and required remediation activity• Improve the financial crime awareness culture across PromisePay• Review business processes to identify gaps & ensure relevant alerts & triggers are implemented & monitored to minimise financial loss and reputational risk• Ensure accreditation of new introducers and suppliers, and the ongoing management of these relationships, in accordance with legislative and regulatory requirements• Participate as a compliance stakeholder on project teams to ensure compliance issues such as PCI are addressed

Application Fraud Analyst

• Oct 2014 - Jul 2016

As a Fraud Analyst, I was responsible for day to day transaction monitoring and manual review of transactions and applications that have been flagged for possible fraud, to minimise GE Capital’s fraud exposure.Key responsibilities:• Thorough examination of credit card applications referred for possible fraud.• Supporting the identification, assessment and reporting of risk related to fraud andrelated control environment.• Use of extensive customer profiling in attempt to detect and prevent Identity,Falsehood application, as well falsehood misleading Identity fraud.• First point of contact concerning fraud related enquiries from customers, internaldepartments, other financial institutions and law enforcement agencies.• High-level use of fraud prevention technologies such as: Instinct, external creditreporting agencies such as Veda advantage, CRM, Vision Plus.

Transaction Fraud Analyst

• Oct 2013 - Oct 2014

• Analysing credit card transactions in attempt to detect and prevent fraud by using own initiative, sound judgment and experience to reach appropriate decision in accordance with policy, procedures and applicable codes of conduct.• Reviewing alerts on fraud detection systems and recommended appropriate follow- up.• High-level use of fraud prevention technologies such as: Falcon, 3D secure, Adeptra, CRM and Vision Plus.• Mitigating losses for customers and the business whilst preventing future fraud via thorough procedures.

Root cause Analyst (Remediation Project) – AML/CTF

• Nov 2011 - Oct 2013

• Remediating customer records for compliance data quality in line with the Anti- Money Laundering/Counter Terrorism Financing Act 2006 (AML/CTF).• Analysis of appropriate controls to minimize risk of non-compliance with KYC standards with continuous monitoring and minimization of risk by assessing and incorporating changes to requisite KYC remediation requirements.• Liaising with internal as well as external businesses such as Veda, Vicroads and government agencies in attempt to authenticate identification documents.• Training new entrants and acting as a subject matter expert by cross skilling existing team members with processes and procedures.

Call centre coach/Subject Matter Expert/ Customer Service Officer

• Oct 2010 - Nov 2011

• Coaching, skill gapping and supporting team leaders with call monitoring.• Mentoring new entrants through classroom training as well as their first point of contact for ongoing support.• Maintaining role model as a coach in ensuring my performance as a customer service officer exceeds expectations, leading by example.