Fraud Operations Lead
2 weeks ago
DepartmentOperations- LevelExperienced (Team Lead)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Achieve continuous improvements in our fraud processes and KPIs (such as fraud rates, false positives, MO defense rates, fraud savings, false positive rate) to achieve the optimum balance between protecting our business from loss, and in promoting growth.
- Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.
- Analyze metrics and any issues that could affect achievement of service levels immediately.
- Analyze appeal performance data and identify opportunities to further drive customer satisfaction, service levels, sales point rate, average handling time, profitability, schedule adherence, etc.
- Representing fraud in cross functional projects, ensuring risk management is an important consideration as we progress.
- Manages the end-to-end cycle of fraud case management and ensures each case or escalation is handled appropriately.
- Assist in maintaining consumer complaints derived from rule performance and keep false positive concern at its minimum.
- Give constant direction to team members to ensure that all customer appeals are rightfully attended to on time and in the best way possible to give them satisfaction
- Serve as the middleman between the Fraud organization and the customer service team to ensure smooth communication and settling of grievances that may arise in a complaint.
- Provide guidance to users/victims on the appropriate course of action and provide fraud prevention counseling as needed (i.e. ID Theft, wire fraud, malware, phishing).
- Supervise and drive a team of analysts to meet or exceed quality and production goals.
- Coordinate with management and HR when necessary to manage team member performance, disciplinary and/or personnel issues.
**Requirements**:
- Bachelor's degree in a related field or equivalent work experience.
- A Fraud/2nd level CS lead/ SME/lead with 5+ years of relevant experience in e-commerce or a service provider and super passionate in fraud prevention strategy/appeal.
- Great at explaining things to people and have flawless written English.
- Experience in leading on a project and coaching/mentoring other employees would be beneficial.
- Excellent personal and interpersonal skills to interact with a variety of stakeholders, including building strong partnerships with other departments.
- Enjoy working efficiently and independently in a fast-paced, high-volume environment.
- Proven experience and knowledge in effective training, coaching and people management practices.
- Business writing skill is mandatory
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