The OrganizationThe MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content, and providing an exceptional customer experience.Join Africa’s most loved storyteller!Reports to: Billing Manager OTCDirect Reports: YesDivision: Group FinanceDepartment: Shared Services Centre: Order to Cash (OTC)Key Customers: Head of Shared Service Centre, Risk and Compliance MAH, Risk and Compliance SA, Forensic Services, Executive Head: Customer Care, Head of Finance SA, Head of Finance MAH, Anti-Piracy Team, Digital Platforms Security Team.Purpose of the Position: To oversee activities resulting from intentional revenue leakage and unintentional revenue leakage, including addressing process and system gaps that result in leakage.Prevent, detect, and investigate any signs of intentional (fraud) and unintentional revenue leakage.Monitor the system for signs of Money Laundering.Key Performance ObjectivesIntentional Leakage (Fraud Management)Manage daily Billing Assurance operations and attain service level standards.Assess the risks of fraud.Make recommendations and draft business requirement documents to support the recommendations in controlling the risks. Utilise specialist skills and tools and apply a comprehensive approach in dealing with all Customer Management system fraud.Draft fraud detection reports for daily, weekly, and monthly user system monitoring.Manage the monitoring of daily, weekly, and monthly fraud reports.Manage Billing Assurance queues and case management from case management systems e.g., Fresh Desk and SMAX.Manage and facilitate vetting of charge backs for revenue leakage prevention purposes.Conduct interviews that may include witness statements to support the investigation where necessary.Provide support to Customer Care management in disciplinary cases.Facilitate the drafting of A1 statements for criminal cases.Facilitate the submission of Sec 205 requests from SAPS.Conclude and report findings and appropriate recommendations, as well as implementation timescales. Attend court hearings where necessary. Liaise with Forensic Services in improving the organisation’s policies in adhering to zero tolerance stance to fraud.Liaise with Training team in updating customer facing fraud prevention courses.Liaise with the Customer Operations and Communication teams to send fraud awareness and prevention communique.Liaise with MAH (Multichoice Africa Holdings) in-country finance teams to recommend and address process improvements.System and Process Related LeakageMonitor the use of financial transaction adjustments by Customer Service Representatives to correct billing related queries.Investigate and report billing errors detected in the monitoring activities.Quantify and report on leakage resulting from billing related errors detected from monitoring activities.Mange and facilitate the vetting of refunds to prevent money laundering.Reporting & Operational Delivery Maintain and update the Billing Assurance CharterManage and update Billing Assurance standard operating procedure documents.Draft and submit Adhoc Management reports on revenue leakage prevention.Contribute towards updating of Finance and Risk and Compliance policies.Monitor and manage ~19 generic fraud detection MAH reports.Monitor and manage ~ 15 generic fraud detection SA reports.Prepare Billing Assurance Monthly reports for SA and MAH.Facilitate the creation of a fraud and risk reports that will be presented to senior management after major investigations.Prepare User Activity Report to management relating to irregularities or fraud detected during the monitoring of detection reportsEnsure that the team has unrestricted access to records, physical properties and personnel crucial to carrying out the mandate of the departmentConduct reviews and ascertain whether the business has implemented the recommendations made.Manage and facilitate the updating of SA and MAH disciplinary trackers.Stakeholder Management Develop and maintain close working relationships with business management to continuously monitor and provide guidance on fraud related issues and control weaknesses and to foster collaboration in the resolution of issues.Facilitate regular sessions with key stakeholders, Forensic Service, Risk and Compliance, Anti-Piracy Teams, MAH In-Country Finance Managers. Work closely and consult with Human Capital, Legal, Customer Group in the researching of issues and resolution of cases.People Management Supervise a team to ensure effective daily operations. Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.Coach and mentor team members on a daily basis on how to improve their own productivity and use of MultiChoice’s processes and systems. Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken. Establish and maintain a succession plan for the team.Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team. Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload. Review and update the team’s role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.Review leave plans in place and make recommendations to the line managerto adjust the plans if required. Review leave captured on the employee system to ensure that all leave was capturedQualifications Essential Bachelor's degree / National Diploma in Commerce (Finance/Audit/Risk/Business Management)Experience / SkillsA minimum of 3 – 5 years’ experience in Customer Operations and Customer Care.Experience – PreferredExperience in corporate governance, continuous improvement, project management, and forensic investigation is preferable.Exposure to SAP ERP, MS Dynamics CRM, Hansen’s ICC, and Clarity is preferable.Technology acumen in Robotics Process Automation, Workflow automation, Business Intelligence and Analytics a definite plus.Competencies – Technical AuditingCustomer ExperienceGovernance, Reporting and ControlsContinuous Improvement Risk Management#J-18808-Ljbffr