GrabPay handles all cashless transactions for Grab’s 33m riders and 630,000 drivers and is already one of the largest mobile wallets in Southeast Asia.
This new team will be tasked with growing the GrabPay business as a mobile wallet throughout Southeast Asia, solving many of the payments problems that consumers and merchants face on a day-to-day basis.
Get to know the Role:
To lead and guide a team responsible for processing disputed transactions received, per established procedures, to avoid unwarranted losses and risk associated with same to include improving systems and processes.
Manage a team that meets the KPI while identifying credit card fraud trend and recommending mitigation strategy.
Reviewing of customer dispute cycle management and providing expert advises the team on critical items to ensure unauthorized transactions recovery.
The day-to-day activities:
Support the line manager related projects, UAT and sign-offs, designing processes for the new product launches and change implementations from payment risk and chargeback’s perspective.
Analysis and Performance Metrics Reporting.
Forecast credit card fraud losses and chargebacks to establish success metrics and provide KPI reporting on stipulated timelines required.
Continually optimize business review rules for payment risk.
Act as primary subject matter expert, develop policies and guidelines on how to handle credit card fraud and chargebacks.
Summarize key findings, and recommend anti-fraud processes and system enhancements to the management.
Collaborate with cross-functional groups such as Engineering, Data, Customer Support, Marketing and Product Management to enhance tools, improve process, system functionalities, and credit card fraud detection methods.
Assist in KYC / KYB checks as well as merchant’s transactions.
Liaison personnel for payment gateways, regulators, intra department, etc.
Manage escalations, appeals and customer enquiries that get channeled back via various channels.
Financial reporting on the losses due to credit card fraud and unrecovered payments.
Coach and guide a team of payment risk experts to perform at exceptional level and manage expectations with direct report and stakeholders.
The must haves:
Degree or Professional Qualification in a related field.
Expert knowledge of credit card fraud.
Experience working in e-commerce, payments or a big tech companies.
Experience managing a team.
Understanding of the Trust space, and what it takes to build a fraud free ecosystem.
4-8 years working in e-commerce, financial, credit card or equivalent industry. ● 2-5 years of people management responsibilities.
