Fraud Manager

**About The Role**

The Fraud Manager (or internally known as Product Trust and Safety Team Lead) is dedicated to leading the teams that protect our customers and merchant partners across the A2b businesses in building customer trust and preventing product abuse and fraudulent activity.

You will be responsible for building the team, defining processes and workflows to identify, investigate and respond to and ultimately prevent fraud while ensuring a secure and seamless experience for our customers. You will be tasked with rapidly growing this new business function and you will be the key influencer in helping build and set the direction of this team.

You are passionate about this role because you care about user trust and safety, have a keen interest in preventing product and service misuse and desire to make a positive impact in the community and ecosystem of our clients and partners.

**Your Responsibilities**
- Lead, coach, mentor and manage a newly developed team within the business
- Accountable to the overall business function including defining and developing KPIs, cross-functional business processes and service level agreements to both internal and external stakeholders
- Hire and grow high-performing team of experts, steer internal product and functional leads in building end-to-end solutions breaking internal silos
- Conduct in-depth user activity investigations through analysis of disparate sources of data (customer support tickets, trip activity, network/operator analysis etc.) in response to internal and external escalations
- Communicate with key-stakeholders, customers and external parties to effectively to gain holistic understanding of the different fraud vectors and refine team workflows and counter abuse practices optimally
- Collaborate with third parties (banks, law enforcement, etc.) regarding fraud investigations
- Build, iterate and document rules & policies that help the team effectively fight fraud
- Extrapolate lessons learned from fraud investigations & suggest new data sources that would help in fraud detection
- Scale support channel capacity by optimizing operational efficiency and quality
- Maintain or exceed established service level agreement and guidelines for timely resolution of issues
- Collaborate with the wider a2b business on improving processes to prevent and respond to fraud

**About You**
- Bachelor’s degree
- Minimum 3-4 years' experience in managing a Risk, Trust and Safety, Fraud and/or advanced Customer Support teams handling incident investigations OR other relevant investigations experience roles
- Strong Business Process Re-engineering experience/Project Management abilities
- Ability to be innovative with strong problem-solving skills and navigate ambiguity. Highly analytical.
- Prior experience with advanced/complex spreadsheets, CRM tools, Office 365 suite preferred
- People management and leadership experience

**How do I apply?**

This is a fantastic opportunity to build on the career you have developed to date and be part a growth period in an long running organisation.

Please note that shortlisting may commence prior to the closure date.