PURPOSE OF JOB : To lead the fraud risk, investigations and control framework for the organisation CBU unit and related payment products, ensuring effective prevention, detection, investigation and reporting of fraud incidents. The role combines strong field exposure (police visits, ATM site inspections) with seniorlevel management engagement through structured MIS, dashboards and risk presentations.

KEY RESPONSIBILITIES :

Fraud Risk & Control Framework:

- Develop and periodically review the fraud and operational risk framework for ATM operations, card transactions and related digital channels, aligned to the companys 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 process design, system changes and new product launches.

- Review and fine tune fraud monitoring rules, thresholds and alert logic in coordination with analytics/tech teams to balance risk, customer impact and false positives.

Investigations, Liaison with govt authorities, police & Field Work :

- Lead end to end investigation of ATM and card related fraud cases, including fact finding, evidence collection, review of CCTV and EJ logs, and root cause analysis.

- Act as the primary liaison with police stations, cyber crime units and other law enforcement agencies for filing complaints/FIRs, responding to queries and supporting investigations till logical closure.

- Undertake regular visits to police stations, affected ATMs, vendor locations and customer sites to support case investigation, evidence gathering and site level risk assessment.

- Maintain complete documentation of all complaints, statements, visit reports and legal correspondence to ensure defensible case files.

Regulatory, RBI & Compliance Interface:

- Ensure accurate and timely regulatory fraud reporting (including RBI fraud returns, incident reporting and any ad hoc submissions) in coordination with Compliance and Legal.

- Monitor changes in RBI, network and card scheme guidelines on fraud, dispute management and consumer protection, and translate them into internal policies and SOPs.

- Support audits, regulatory inspections and internal compliance reviews by providing data, clarifications and remediation progress updates.

- Ensure adherence to KYC, AML, data privacy and information security requirements within the fraud and investigation function.

Management Presentations, MIS & Analytics:

- Design and publish periodic fraud MIS and dashboards covering incident trends, typologies, loss analytics, recoveries, TATs and control effectiveness.

- Prepare and deliver clear, insightful presentations for senior management, Risk Committee and Board sub committees, highlighting key risks, emerging patterns and required decisions.

- Use data analytics to identify systemic gaps, high risk locations, vendors or customer segments, and recommend targeted mitigation plans.

- Track cost of fraud, recovery performance and effectiveness of implemented controls, and communicate outcomes to stakeholders.

Stakeholder & Vendor Management:

- Coordinate with sponsor banks, card schemes, switch providers, ATM managed service providers (MSPs), cash in transit agencies and other partners for fraud prevention and case resolution.

- Define expectations, SLAs and reporting requirements related to fraud controls and investigations in vendor contracts and operating procedures.

- Conduct periodic performance reviews with key partners on fraud incidents, control gaps and improvement actions.

- Work closely with Customer Service/Grievance teams to ensure consistent and timely communication to customers impacted by fraud cases.

People Leadership & Governance:

- Build and lead a small high performing team of fraud investigators and analysts; set KPIs on quality of investigations, TAT, recovery and control improvements.

- Provide on the job coaching and formal training to team members and cross functional staff on fraud typologies, red flags and escalation protocols.

- Drive a culture of ethical conduct, control consciousness and zero tolerance towards internal fraud, data misuse and policy violations.

- Participate in or chair internal fraud review forums, loss review meetings and risk governance forums as required.

Leadership Responsibilities:

- Contribute to annual business planning by providing fraud loss forecasts, control related investments and risk based prioritization of initiatives.

- Represent the function in cross functional projects, steering committees and management meetings, ensuring fraud and risk perspectives are incorporated in decision making.

- Prepare and manage the fraud and risk functions budget, including tools, training and resourcing requirements.

- Identify opportunities for automation and digital solutions (case management tools, workflow, analytics) to improve speed and quality of investigations and reporting.

- Maintain strong external network and market intelligence on new fraud trends, best practices and technology solutions, bringing relevant insights back into the organisation.

QUALIFICATION/KNOWLEDGE/SKILLS/EXPERIENCE :

Qualification :

- Graduate / Post graduate in any discipline; professional certifications in fraud examination, risk, audit or compliance preferred (e.g., CFE, CIA, CAMS).

- 12+ years of experience in fraud risk / operational risk / investigations in fintech, payments, ATM operations or banking.

Knowledge/skills/experience

- Strong exposure to ATM / card fraud investigation, liaison with police/law enforcement, and handling of criminal complaints.

- Proven experience in preparing and presenting fraud/risk MIS to senior management and committees.

- Working knowledge of payments and ATM regulations and guidelines (e.g., RBI/PCI/Debit card operating rules) and fraud/AML obligations.

- Ability to travel extensively for police station visits, site inspections, and vendor coordination.

- Strong analytical and investigative skills, including ability to interpret transaction data and derive fraud patterns.

- Excellent written and verbal communication for drafting complaints, replies to authorities, and management presentations.

- High resilience and stakeholder management, especially while dealing with law enforcement, irate customers and senior leadership.

- Sound judgment, integrity and ability to take balanced decisions under time pressure in high impact fraud cases.

- Team leadership, coaching and performance management experience in a fraud/risk setup.

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