Robin Gordon

With over a decade of experience in implementing and overseeing effective fraud prevention and detection strategies in the financial services industry, the expertise as a performance-driven Fraud Operations Manager is unparalleled. Leading with a values-based approach, consistently delivering exceptional results while effectively managing cross-functional teams has been the forte. Committed to fostering a culture of continuous performance improvement, mentorship, and supporting all stakeholders in adopting best practices, the ultimate goal is to cultivate a culture of vigilance. By streamlining processes, improving OPEX costs, and enhancing the overall customer and business experience, strives to create an environment that prioritizes excellence and success.

National Fraud Operations Manager

I have successfully implemented and operationalized a critical authentication control that has revolutionized the customer, end user and business experience. Whilst successful, this strategy allowed for a reduction in customer breakout points thus streamlining the customer experience ecosystem, legal and compliance requirements and CPA including reduction in OPEX costs. In Fraud, we managed to absorb 17,2% attrition within 6,5 months whilst maintaining favorable SLA's across the operational landscape.

In addition, we have seen a 78% Y.o.Y improvement/reduction in fraud loss levels which has significantly contributed to overall business profitability.

I successfully managed the automation of fraud live queues project for improved efficiencies, customer experience, reporting and execution.

I executed the BCP project (Business continuity project) for Fraud ensuring, key individuals across the operations landscape can function remotely in cases of operational outages/looting and or external factors affecting the business.

I ensure final sign-off for fraud operational schedules, salaries and respective forecasted departmental SLA's. Importantly, I review KPI performance and manage the performance bell curve by reviewing quarterly operational performance and ensure adjustments are in-line with BPN Paribas acceptable metrics ( Increase cannot exceed 20% per KPI metric and rating quadrant). I ensure weekly, monthly, quarterly fraud and yearly compliance controls (Detection, Inbound, New business application management and disputes resolution process is followed) are executed operationally in line with the SOP's. In addition, if there are gaps identified, I ensure a remediation plan is mapped and executed accordingly.

I present the monthly fraud forum performance to the CEO and his executive team, covering MTD and YTD STP performance versus the agreed budget. This includes updates on key initiatives, both completed and in-flight projects, review of transactional and application fraud rules aimed at minimizing customer friction while promoting spending and mitigating fraud losses. Additionally, I address current risks and provide relevant action plans to mitigate emerging risks, along with an analysis of industry trends.

I also support the operational risk and control relationship between RCS and strategic partners, including Massmart, Edgars, and Game.