Senior Manager, Fraud Assurance & Strategy

Job Purpose Summary:

The incumbent is responsible for handling and governing the Group’s Non-Card Fraud Operations capability under Group Compliance, ensuring continuous fraud monitoring, timely operational response, and effective escalation in line with Qatar Central Bank (QCB) requirements and the Bank’s Fraud Management Framework.

The role combines fraud assurance responsibilities with direct accountability for after hours, weekend, and public holiday fraud operations, including decision making for fraud prevention, detection, recovery, and regulatory communication where required.

The incumbent ensures that:

• Fraud risks are monitored and managed on a continuous basis;

• The Operations Staff’s work schedule and roster is properly prepared, maintained and managed.

• Fraud incidents are responded to in real time, including customer protection actions and interbank coordination;

• The Bank maintains a proper fraud operations function, as required by QCB regulations; and

• Operational execution is supported by robust governance, controls, escalation frameworks and assurance mechanisms.

The role plays a critical part in protecting the Group and clients from financial loss, regulatory exposure, and reputational damage arising from fraud risk.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

• Proactively assist the design and handle the implementation of the Group’s Non-Card Fraud Operations model, ensuring alignment with regulatory expectations and approved capacity assumptions.

• Ensure that fraud risks across all non-card channels (e.g. Digital Channels, Branch Channels, RTGS, wallets, PSP linked activity) are continuously monitored, with timely operational response.

• Oversee and approve time critical fraud intervention actions during after hours, weekends, and public holidays, including customer contact and verification for high risk and suspicious transactions, account restrictions, and recovery coordination.

• Ensure and assist in effective use, performance monitoring, and continuous optimization of fraud detection rules and scenarios within the Enterprise Fraud Management System (EFMS).

• Periodically assess fraud losses, near misses, and emerging typologies to inform risk based prioritization and strategic enhancements.

• Support the development of cost effective, operational models, balancing regulatory compliance with efficiency and resource constraints.

• Define, implement, and monitor KPIs and SLAs for fraud monitoring and response activities.

• Contribute to the Group Fraud Risk Assessment process by providing operational insights derived from real time fraud monitoring activity.

• Promote cost consciousness while ensuring that fraud response capability remains effective, resilient, and regulator defensible.

• Assess the fraud risk exposure periodically to identify specific potential schemes and events that the business needs to mitigate

• Assist in designing prevention techniques to avoid potential key fraud risk events to mitigate possible impacts on the Group.

• Assist in implementing detection techniques to uncover fraud events when preventive measures fail or unmitigated risks are realized.

• Assist in performing needs analysis to enhance the fraud monitoring system and to widen the scope of the coverage to cover more channels, products and fields.

• Suggests new testing and monitoring techniques covering the fraud risk

• Responsible for the identifying awareness topics priorities to executive management linked to the Fraud Control.

• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

• Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.

• Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.

B. Customer (Internal & External):

• Ensure timely and effective customer protection actions, including customer calls, transaction verification, account safeguarding, and incident communication.

• Coordinate with other banks, payment service providers, and financial institutions under AFCM protocols to support recovery and interbank fraud response.

• Act as an escalation point for all complex, high risk, or sensitive fraud cases, particularly those occurring outside normal business hours.

• Maintain effective working relationships with:

  • Group Operations

  • Digital & Retail Banking

  • IT / Information Security

  • Payments Teams

  • Call Centre and Customer Care functions

• Serve as a point of contact for regulators, law enforcement, and MOI, particularly for urgent or after hours fraud matters.

• Ensure accurate, timely, and consistent responses to regulators within required timeframes.

• Support subsidiaries and international branches by providing advisory guidance on fraud operations, fraud system issues, escalation handling, and response standards.

• Liaise with Information Security personnel on issues pertaining to enhancements in, and problem-resolution of the Enterprise Fraud Management system

• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

C. Internal (Process, Products, Regulatory)

• Maintain a robust governance framework for Non-Card Fraud Operations, including:

  • Escalation matrices

  • Decision making authorities

  • Maker checker controls

  • On call and contingency arrangements

• Ensure that all fraud incidents detected through EFMS or reported through operational channels are logged, assessed, escalated, and tracked to closure.

• Oversee the interface between outsourced fraud monitoring analysts and permanent staff, ensuring clear role segregation and accountability.

• Ensure outsourced staff operate strictly within defined authority limits, with restricted actions reserved for permanent staff.

• Support the development, review, and maintenance of operational procedures, response playbooks and AFCM communication templates.

• Support to monitor regulatory developments (local and international) impacting fraud operations and ensure timely updates to procedures and controls.

• Provide regular reporting to the Vice President – Fraud Assurance & Strategy and Vice President Fraud Investigations and Monitoring on fraud trends, operational incidents, control effectiveness and residual risks and remediation actions.

• Support Internal Audit, QCB examinations, and external audits by providing evidence of continuous monitoring, response actions, and governance oversight.

• Provide analysis on the performance of parameters to support management in ensuring the appropriateness of rules in response to emerging or previously undetected suspicious and fraudulent behavior, recommending changes or enhancements where necessary.

• Identify on timely basis, the regulatory changes (locally / International) that impact the Group’s compliance risk to enable timely update of the referenced charter, plan and policy manuals.

• Forward all internal fraud suspicious incidents to the fraud investigations team for appropriate investigations.

• Take necessary actions to ensure all the new issued policies and procedures (when applicable) are embedded with appropriate key controls for fraud prevention and detection.

• Provide real-time ad hoc corrective actions and compliance advisory oversight for all business lines.

• Participate in issuing the studies, manuals on the new regulations, international standards, etc.

• Maintain an updated inventory of suspected risk events, their status, impact and actions taken.

• Defining and documenting mitigating controls and linking them to identified fraud risks.

• Suggest amendments to the existing controls, designing and implementing new preventive and detective controls as necessary, and implementing supporting technologies.

• Implementing technology to aid in continuous monitoring and detection activities.

D. Learning & Knowledge:

• Ensure that fraud operations staff (permanent and outsourced) maintain appropriate skills and experience, in line with QCB expectations.

• Contribute to the design and delivery of fraud operations training programs, including real time response procedures, escalation handling, customer engagement during fraud incidents.

• Promote a strong fraud risk and compliance culture across the Group.

• Stay abreast of emerging fraud typologies, regulatory expectations, and international best practices.

• Actively contribute to the continuous improvement of fraud detection and response capabilities.

• Assist the Vice President of Fraud Assurance and Strategy in facilitating an organizational Compliance Culture throughout the Group which reflects a commitment to compliance with the related laws and regulations.

• Assist in preparing the yearly training program to cover QNB Group Staff members;

• Participate in developing, and coordinating in a multifaceted educational and training program and seeks to ensure that all appropriate employees and management are knowledgeable of, and comply with, applicable laws and regulations.

• Proactively identify areas for professional development of self and undertake development activities.

• Seek out opportunities to remain current with all developments in professional field.

• Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

E. Legal, Regulatory, and Risk Framework Responsibilities:

• Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).

• Understand and effectively perform your role under the Three Lines of Defense principle to identify measure, monitor, manage and report risks.

• Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.

• Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.

• Maintain appropriate knowledge to ensure full qualification to undertake the role.

• Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.

• Attend mandatory (internal and external) seminars as instructed by the Bank.

Education/Experience Requirements:

• Bachelor’s or Master’s degree in Banking, Finance, Accounting, Business Administration, Information Systems, or a related field.

• Minimum 8 years’ experience in a major financial institution or consulting firm, including, at least 4 years in fraud operations, fraud risk management or call center management.

• Demonstrated experience in fraud operations, investigations, or real time monitoring.

• Strong understanding of fraud typologies, digital fraud risks, and payment fraud.

• Experience with enterprise fraud monitoring systems and real time alert handling.

• Decision making ability under time critical conditions.

• Strong communication and stakeholder management skills.

• High integrity, resilience, and ability to operate effectively.