Head: Fraud Adjudication & Customer Management

Absa Fraud Risk and Operations PPB COO

Bronwyn Bell (Mulder) is a Registered Industrial Psychologist and the Head of Fraud Adjudication & Customer Management at Absa. With experience spanning human resources, change management, customer experience, and fraud operations, she has built a reputation for leading transformational initiatives that enhance customer outcomes while improving operational performance. Over the years, Bronwyn has successfully established and led high-performing teams, driven customer-centric strategies, and championed initiatives that balance commercial objectives with the human experience. Her leadership style combines strategic thinking with a deep passion for people, enabling her to bridge the gap between employee engagement, customer advocacy, and business success.

Outside of work, Bronwyn is married and the proud mother of two boys, aged four and two. Family is at the heart of everything she does, and she cherishes the joyful chaos that comes with raising two young children. Between her professional responsibilities and keeping up with two busy toddlers, she jokingly welcomes prayers for extra energy, patience, and the occasional uninterrupted cup of coffee.

Fireside chat

How Can Fraud Prevention and Great Experiences Coexist?

In a world where digital fraud is becoming increasingly sophisticated, organisations face a constant balancing act between protecting customers and delivering seamless experiences. This conversation will explore how businesses can design security measures that not only safeguard users but also strengthen confidence and trust.

Panellists will discuss the concept of "good friction", the role of customer education, and how thoughtful approaches to authentication, verification, and risk management can support rather than hinder customer experiences. Through practical insights and debate, the session will challenge the notion that security and usability are competing priorities, exploring how organisations can use both to build stronger, more trusted relationships with their customers.

Talk topic

Talk topic