محمود خليفة

I help financial institutions detect, prevent, and stay ahead of fraud.
With over 15 years of experience in fraud risk management, I specialize in building and leading fraud detection and investigation functions across cards and payments within the banking sector.
Currently, I serve as Head of cards Fraud Monitoring & Investigations (Cards & Payments) at Qatar Islamic Bank, where I established the fraud unit from the ground up— designing detection systems, defining risk rules, and implementing real-time monitoring strategies that protect millions in transactions.
My work focuses on combining data, technology, and domain expertise to identify emerging fraud patterns, reduce financial losses, and strengthen overall risk resilience.
Key achievements include:
• Building and leading a full-scale fraud monitoring function
• Implementing advanced fraud detection systems and controls
• Driving measurable reduction in fraud losses
• Leading high-performing teams in 24/7 fraud operations
My team was recognized by Global Finance Magazine as the Best Fraud Management Team in Qatar (2023), followed by additional regional recognition in 2024.
I hold Certified Fraud Examiner (CFE) and Certified Information Systems Auditor (CISA) certifications, and l am currently pursuing Certified Financial Crime Specialist (CFCS).
Recognized by Qatar Global Leaders as a leading fraud risk management professional with expertise in cards fraud monitoring, financial crime prevention, investigations, compliance, and payment security across the banking sector in Qatar and the UAE.
I am passionate about fraud prevention, financial crime risk management, and advancing secure payment ecosystems.

oMonitor transaction-based card spends on a 24/7 basis as per bank’s procedures, agreed service standards and in accordance with agreed controls and procedures.
oContact cardholders on suspicious activities on their card accounts and take necessary action as per bank’s procedures.
oResolution all customer issues/enquiries relating to authorizations or any possible fraudulent transactions, disputed cardholder billings etc, and channel feedback into process improvements.
oEnsure customer requests/instruction via phone/fax are validated before auctioning then and/or updating the card system.
oResponsible for exercising judgment in interpreting VISA/MASTERCARD operating regulations to detect possible fraudulent transactions on cards & to resolve customers disputes on any unauthorized or fraudulent transactions and protect the bank’s interest by minimizing transactional losses.
oEnsure to advise respective units in the bank to take necessary actions on any possible fraudulent transactions/accounts/disputed transactions
oDetect possible money laundering transactions on card & report such transactions to manger and protect the bank’s interest by taking appropriate actions.
oEnsure that all authorization related functions are carried out in accordance with laid down procedures and controls.
oEnsure that IARS/GARS lines are answered within 3 rings & ensure that all outstanding authorizations are dropped and that all bonus requests are logged on a prompt manner for further maintenance.
oEnsure the activity of sampling is carried out diligently and report finding to manager.

Supervise Authorisation staff and ensure quality service is Delivered as per the SLA

Ensure Fraud monitoring reports are checked and necessary Action taken as per the bank procedure.
Handle all authorization related issues as per the procedures And the SLA.
Escalate and resolve exceptional cases in coordination with senior staff/ Manager.
Monitor efficient and accurate service are provided to VIP Customers / Ruling Family, as per the bank procedure /policies
Ensure Error-free processing, correctness and completeness of The day-to-day operations of the Authorisation unit.
Availability on-call 24 hours a day.
Coordinate with Payment organizations / other banks on issues Pertaining to Authorisation
Monitor Daily activity report for the authorization staff.
Identify areas of improvement in Authorisation service and Methods of implementing the same.
Well informed on all product, policies and procedures of the Bank.
Prepare regular MIS of the Unit activities and interactions with Customers and other banks.
Handle and follow up for all escalated complaints and issues Raised by customers and other banks.
Provide input in areas of Authorisation and corrective Action on areas of risk as evident from periodic MIS of all of the Authorisation methods by Telex, Fax and IARS line.
Conduct periodic training to ensure team members are well With Authorisation procedures.

Call Centre Supervisor

•Supervises and coordinates activities of workers providing telephone customer support services.
•manages all employees of the department and is responsible for the performance management and hiring of the employees within the department.
•Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
•Monitors productivity of customer service representatives and generates reports.
•Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
•Answers questions and recommends corrective services to address customer complaints.
•Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
•Studies and standardizes procedures to improve efficiency of subordinates.
•Maintains harmony among workers and resolves grievances
•Prepares composite reports from individual reports by subordinates.