Fraud Control-Sr. Executive-Ahmedabad
Vodafone · Ahmedabad, India · 1d ago
Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture
About this Role
What you’ll do
- Monitor customer accounts, services and transactions to identify potentially fraudulent or suspicious activity, including roaming, domestic, artificially inflated traffic and first-party fraud.
- Conduct detailed investigations of identified fraud-risk cases and use available evidence to confirm or rule out fraudulent activity.
- Monitor accounts with unusually high local or international voice, messaging or data usage and take appropriate preventive action in line with established procedures.
- Identify emerging fraud patterns and recommend effective approaches for fraud prevention, detection and resolution.
- Manage internal fraud-related requests and complaints received through phone and email while maintaining high customer service standards.
- Make timely, evidence-based decisions to prevent fraudulent activity, including independently resolving complex cases within established processes.
- Maintain accurate case handling and meet agreed productivity, quality, service-level and process-compliance requirements.
- Contribute to performance reporting, including key performance indicators and service delivery standards.
- Collaborate professionally with colleagues, Team Leaders and other stakeholders, and recommend opportunities to improve fraud-control processes.
- Comply with applicable internal regulations, departmental procedures and the Code of Conduct.
Who you are
- You are a graduate from a recognised university with 3–5 years of relevant experience in analytics, banking, telecommunications, fraud control, revenue assurance or a customer support role involving data analysis.
- You have strong analytical skills and knowledge of telecommunications or banking fraud-control practices, with the judgement to investigate complex information and make appropriate decisions.
- You are comfortable using Microsoft Office and multiple systems or applications to analyse information and manage cases.
- You have strong written and verbal English communication skills at approximately C1/C2 proficiency and can manage customer and internal interactions professionally, including challenging situations.
- You are organised, customer-focused and results-oriented, can prioritise competing activities, proactively manage your performance and are willing to work in a 24/7 operational environment.
Not a perfect fit?
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
What's in it for you
- Opportunity to build practical expertise in telecommunications fraud detection and prevention.
- Exposure to customer and transaction monitoring across domestic and international telecommunications services.
- Experience investigating complex fraud-risk cases where decisions directly contribute to reducing financial loss and protecting customer experience.
- Opportunity to work collaboratively within Security Operations and contribute recommendations that improve fraud-control processes and service delivery.
- A role offering meaningful decision-making responsibility and exposure to evolving fraud behaviours and prevention approaches.
What skills you will learn
- Advanced fraud-risk analysis and investigation techniques within a telecommunications environment.
- Identification and interpretation of emerging fraud behaviours and suspicious usage patterns.
- Evidence-based decision-making for fraud prevention and loss mitigation.
- Monitoring and interpretation of operational performance measures, including quality, service standards and fraud-prevention effectiveness.
- Cross-functional communication, customer issue resolution and continuous process improvement.
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
Join Us
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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