Fraud (Watchlist) Lead - Operations, My Marketplace

3 weeks ago

Kuala Lumpur, Malaysia Shopee Full time

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.

**About the Team**:

- Seeking an experienced and dedicated individual to join our team as a Team Lead for Dispute Fraud at Shopee. In this role, you will be responsible for leading a team of professionals focused on identifying, investigating, and resolving fraud-related disputes within the Shopee platform. You will play a crucial role in ensuring the safety and security of our users' transactions while maintaining a positive and seamless shopping experience.- Team Leadership: Lead, mentor, and develop a team of dispute fraud specialists, providing guidance, support, and fostering a collaborative environment.
- Dispute Resolution: Oversee the investigation and resolution of fraud-related disputes, ensuring accurate and timely handling while maintaining the highest level of organizational integrity & customer satisfaction.
- Risk Mitigation: Collaborate with cross-functional teams especially Level 2 Return & Refund teams, Products, Customer Service, and Logistics to develop strategies for preventing and mitigating fraud risks, staying updated on industry trends and best practices.
- Process Improvement: Continuously evaluate and enhance dispute resolution processes to optimize efficiency and accuracy, suggesting and implementing improvements as necessary.
- Performance Monitoring: Monitor team performance metrics, track key performance indicators (KPIs), and develop action plans to address performance gaps and ensure targets are met.
- Reporting and Analysis: Generate regular reports on dispute resolution activities, trends, and outcomes, providing insights to management for data driven strategic decision-making.
- Training and Development: Design and deliver training programs to upskill & equip team members with the skills and knowledge needed to effectively handle fraud-related disputes & to ensure we have a succession plan in place.
- Quality Assurance: Conduct regular quality assessments on dispute resolution cases, ensuring adherence to established guidelines and standards.

**Requirements**:

- Degree from a recognized university or with 5+ years experience in fraud prevention, dispute resolution, or related fields.
- Exceptional verbal and written communication skills, capable of interacting with both technical and non-technical stakeholders.
- In-depth understanding of e-commerce fraud trends, prevention strategies, and dispute resolution processes.
- Strong leadership and people management skills with a track record of effectively leading and developing teams.
- Excellent analytical and problem-solving abilities, with the capacity to make data-driven decisions and drive process improvements.
- Has passion for the eCommerce industry
- Comfortable in a fast-paced, dynamic environment and able to navigate ambiguity and changes effectively.

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