GB969 Fraud Management Implementation Guide R16.1.1

This implementation guide is developed as a living document to be used by operators as a practical guide to validate and enhance their current Fraud Management process and to help new operators implement their new FM process. In line with this approach, this release incorporates an update to GB941A, the Fraud Management Maturity Model (FMMM).

In the FMMM v2 an extensive closed-answer questionnaire is provided, organized by maturity topics and dimensions, designed to reduce the subjective nature of this tool and make it even more useful in describing existing practice and enabling benchmarking against other similar CSPs.

Otherwise the guide remains unchanged, documenting Corporate Roles and Responsibilities in the context of Fraud Management. A list of relevant metrics and performance indicators are also included in this document. They will continue to be further enriched and detailed in future versions to become a framework of Fraud Management Business Metrics and Performance Indicators.

This guide is complementary to the Fraud Classification Guide (GB954), where the Fraud Classification Model and the Fraud glossary are presented, and the Fraud Operations Management Guide (GB947), where the Fraud Management Process and sub-processes are described. It is highly recommended that users read both these documents