Lead - Incident Management / Support | Operations

We're Hiring: Lead - Incident Management/Support

Location: Johannesburg / Cape Town

Division: Merchant Operations – Risk & Fraud

Reports to: Risk & Fraud Operations Manager

Role Purpose

The Lead Incident Management/Support is responsible for providing operational support across Risk and Fraud functions, ensuring effective coordination, reporting, governance, and process management across the business.

This role acts as the operational backbone supporting Incident Leads and Risk & Fraud Management through structured reporting, remediation tracking, stakeholder coordination, and operational oversight. The position plays a key role in strengthening governance, improving operational efficiency, and ensuring high standards of risk and fraud management across the organisation.

Key Responsibilities

Operational Coordination

• Coordinate daily operational activities across Risk and Fraud teams

• Track incidents, remediation actions, and operational deliverables

• Support workflow management and ensure SLA adherence across functions

• Assist with operational planning and coordination activities

• Reduce operational delays and improve process efficiency

Reporting & MIS Management

• Prepare operational fraud and risk reporting for management and EXCO forums

• Compile KRIs, incident trends, dashboards, and remediation status updates

• Maintain accurate, timely, and audit-ready operational reporting

• Support reporting improvements through data analysis and operational insights

• Assist with maintaining reporting standards across the function

Governance & Compliance Support

• Maintain risk registers, control gap registers, and remediation trackers

• Ensure governance documentation remains accurate, complete, and up to date

• Support audit readiness, compliance activities, and regulatory reporting requirements

• Assist with maintaining policies, procedures, and operational governance records

• Support governance oversight and accountability across the Risk & Fraud environment

Process Improvement & Automation

• Identify process inefficiencies and recommend operational improvements

• Support automation initiatives that improve efficiency and reduce manual effort

• Contribute to workflow optimisation and reporting enhancements

• Assist with implementing continuous improvement initiatives across the function

• Support operational effectiveness and process standardisation initiatives

Stakeholder Engagement

• Support communication and coordination across teams and business functions

• Assist with awareness, training, and operational support initiatives

• Engage professionally with stakeholders and provide operational feedback where required

• Escalate operational risks, concerns, or delays appropriately

• Build strong working relationships across operational and support functions

Risk & Remediation Tracking

• Track risk and remediation actions through to closure

• Monitor overdue or high-risk actions and escalate where necessary

• Ensure remediation owners and target dates remain current and accurate

• Support governance reporting related to operational risks and remediation progress

• Maintain oversight of remediation activities across the Risk & Fraud function

Minimum Requirements

Qualifications

• Relevant tertiary qualification in Risk Management, Business Administration, Compliance, Information Systems, or related field

• Risk or Compliance certifications advantageous

Experience

• Minimum 5 years’ experience in risk operations, fraud operations support, compliance, or business risk

• Experience within a regulated financial services or payments environment

• Exposure to operational reporting, governance tracking, and remediation management

• Strong experience working with reporting tools, dashboards, or operational trackers

Key Skills & Competencies

• Strong planning, coordination, and organisational skills

• High attention to detail and quality orientation

• Strong reporting and administrative capability

• Ability to work under pressure and manage multiple priorities

• Strong communication and stakeholder engagement skills

• Sound governance discipline and accountability

• Ability to manage sensitive and confidential information responsibly

• Strong analytical and problem-solving capability

• Proficiency in Excel, reporting tools, or BI platforms advantageous

Ready to Support Operational Excellence?

If you are organised, detail-oriented, and passionate about governance, operational efficiency, and supporting high-performing Risk & Fraud teams — we’d love to hear from you.

Apply now - or share this opportunity with an experienced Lead - Incident Management/Support

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