Supervisor, RAFM

• Review data created by fraud and compliance investigations to identify early-warning indicators for fraud rings, coaching fraud, KPI manipulation, and payment diversion attempts.  

• Analyze correlations between team leads, agents, system access, and complaint patterns to identify high risk clusters. Assess company compliance with contract and regulatory requirements 

• Performs site validation, integrity drive, and floor sweeps assessments, mock audits, record validation, and participates in third-party audits. Reports out findings and remediations to satisfy corrective actions and gaps as a result of the assessments/audits. 

Intelligence Development 

• Create ongoing intelligence reports highlighting emerging risks, suspicious patterns, and environmental vulnerabilities. 

• Maintain a taxonomy of insider threat behaviors relevant to BPO operations (refund abuse, coaching fraud, data misuse, etc) 

• Conduct trend analysis across geographies, business lines, and programs to identify systemic risks. 

Incident Support and Collaboration 

• Support audits and investigations by providing analytical insights, evidence trails, and risk scoring. 

• Work with the Sr. Global Director, Compliance & Audit to assess gaps controls and recommend enhancements.  

• Partner with IT Security to validate abnormal activity, access misuse, and technical indicators of compromise. 

• Provide HR with behavior-based insights in support of investigations and disciplinary actions.  

Insider Risk Scoring and Governance 

• Use KRIs to identify insider behavior and noncompliance activities 

• Produce reporting and trend summaries 

Prevention and Control Improvements 

• Recommend new controls to limit opportunities for inside fraud and system misuse 

• Assess the impact of incentive plans, operational changes, and workload pressures on insider risk. 

• • Develop training insights to improve awareness among leaders and support teams. 

   

  Leadership Partnership and Feedback Integration 

  • Drive problem resolution and compliance governance related remediation across the region 

  • Work with cross functional stakeholders to drive end to end completion of compliance initiatives and goals. 

  • Demonstrate the ability to receive and integrate direction and feedback constructively, quickly and effectively. 

  • Escalate issues appropriately and provide clear status, risks, and recommendations. 

  • Perform other duties as assigned. 

   

  Qualifications: 

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

  Education/Experience: Bachelor’s/ College degree in business or related field and a minimum of 1 years of fraud analytics, insider threat programs, or risk analysis. Minimum 3 years of experience in lieu of degree will be considered. Experience with BPOs, telecommunication services, financial services, healthcare operations, or call centers is preferred. 

  Language and Communication Skills: Ability to translate risk signals into actionable insights. Strong ability to effectively present information and respond to questions from groups of managers, clients, and customers. 

  Reasoning & Critical Thinking Skills: Analytical thinking and strong pattern-recognition ability. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  

  Conflict Resolution Skills: Ability to handle and resolve complex issues within a team, department and client process. Strong cross-functional collaboration. 

  Technical skills: Create reports, charts, and presentations in Microsoft office programs including Word, Excel, Outlook and PowerPoint. Proficiency with using Internet software (Websites, Browsers). Experience with Project Management concepts is preferred. 

  Required Skills:  

  Experience required in fraud patterns specific to call centers, customer support and BPO workflows. 

  Expertise in data analysis, behavioral analysis, and anomaly detection. 

  Experience with data and modeling tools. Preference for experience with Power Bi. 

  Experience with interpreting datasets and transforming them into actionable insights. 

  Excellent documentation skills with emphasis on defining business and functional requirements.  

  Excellent organizational, written and verbal skills, with the ability to quickly analyze issues and craft practical, business-oriented solutions  

  Exceptional customer service skills  

  Ability to work in a fast-paced environment under tight deadlines. Must be flexible and able to effectively manage multiple priorities and adapt to changing priorities.  

  Ability to work independently, be self-motivated and take initiative, use judgment, tact and discretion and maintain a high level of confidentiality.  

  Certificates and Licenses: None  

  Supervisory Responsibilities: None. 

  Working Conditions  

  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.  

  Physical Demands  

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, you must be able to sit for extended periods of time and communicate with individuals through the use of a headset. You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination