Manager IT - Anti-Fraud Voix & Operations

About us

Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Mission

• To ensure the operational leadership of voice fraud prevention activities by managing a dedicated team and coordinating cross-functional efforts. The role aims to maintain financial risk control, optimize detection processes, deliver accurate reporting, and lead digital transformation initiatives that secure and improve the telecommunication services offered to clients.

Main activities

• Lead and actively contribute to combating voice fraud using information system tools by evaluating client risks, detecting and qualifying fraud cases, analyzing alerts from various dashboards and supervision systems, and escalating critical and complex cases.
• Support teams in managing sensitive fraud cases and collaborate with related departments for recovery processes.
• Facilitate information sharing on detections, analyses, and best practices while producing necessary operational reports including dashboards, activity summaries, performance indicators, and executive summaries.
• Act as the primary point of contact for Operations teams in Morocco, participating in collective activities, coordinating local and international teams, supporting operational or sensitive case handling, and ensuring transparent communication on risks, incidents, and action plans.
• Identify tool limitations or incidents, communicate issues to support teams, propose improvements to detection tools, dashboards, queries, and processes, and contribute to analysis industrialization and method optimization.
• Document operational practices and contribute to knowledge capitalization.
• Manage and animate a committed operational team focused on client orientation and performance, fostering initiative, autonomy, and development of individual talents.
• Promote collective intelligence, engagement around shared objectives, and continuous skill enhancement including onboarding of new analysts.
• Implement feedback loops, experience sharing, and continuous improvement dynamics.
• Contribute to priority setting aligned with the global strategy and ensure requisite conditions for operational priority implementation.
• Drive transformative and structural changes within the scope of activity to enhance operational effectiveness.

Dimensions

• People Management:
• Lead and animate an operational collective focused on customer orientation and performance by fostering initiative and autonomy among team members.
• Develop individual and collective skills through feedback, mentoring, and structured improvement initiatives.
• Encourage knowledge sharing and collective problem solving to build a cooperative and engaged team environment.
• Support the integration and professional development of new analysts to ensure consistent team capability.
• Align team priorities with overall organizational strategy and promote conditions enabling effective execution.
• Lead structural and transformative initiatives within the operational scope to enhance team performance and adaptability.
• Financial:
• Oversee resource allocation ensuring balanced workload and effective capacity utilization within the team.
• Manage the team’s operational budget and ensure alignment with organizational financial objectives.
• Monitor charges versus resources to optimize cost-efficiency and operational sustainability.
• Implement financial controls supporting risk management and accountability throughout fraud prevention activities.
• Other:
• Serve as a member of the department's executive committee contributing to transversal projects within the Telco Cloud and Services Operations (TCSO) domain.
• Engage in strategic discussions to align operational processes with wider organizational objectives.
• Respond effectively to the demands of a 24/7 operational environment requiring strong coordination and rapid adaptation to sensitive situations.
• Maintain clear and structured communication with diverse international and multidisciplinary teams to facilitate operational harmony.
• Contribute substantially to the digitalization and transformation efforts to modernize anti-fraud operations.

About you

• Professional skills:
• Analyze large volumes of complex information in a structured and logical manner to identify key points, risks, and priorities promptly.
• Investigate complex fraud cases and provide clear, actionable recommendations.
• Demonstrate a thorough understanding of fraud-related challenges, financial risks, and customer impact.
• Maintain rigor in monitoring alerts, incidents, and action plans to ensure effective risk management.
• Produce synthetic, decision-oriented reports and performance indicators to support operational and strategic decisions.
• Utilize business intelligence and data analysis tools efficiently to extract relevant operational insights.
• Navigate Big Data environments and automated detection tools with competence.
• Develop and exploit operational queries, dashboards, and indicators to support fraud detection and operational performance.
• Identify improvement needs for tools and processes and contribute actively to their enhancement.
• Soft skills:
• Lead and engage an operational team by promoting autonomy, development, and motivation aligned with client and performance objectives.
• Practice consistent feedback and accompany the professional growth of team members, including newcomers.
• Foster collective intelligence, cooperation, and shared expertise within the team to achieve common goals.
• Demonstrate leadership in an evolving environment by driving innovation and managing transformation projects effectively.
• Communicate clearly and concisely in both written and verbal formats to facilitate stakeholder alignment across international and cross-functional teams.
• Influence and align diverse stakeholders by articulating objectives and changes transparently and persuasively.
• Adapt to a dynamic environment with shifting priorities while maintaining thorough coordination and responsiveness.

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.