Summary
You will be leading the end-to-end fraud management program to prevent, detect, investigate, and mitigate fraud risks across channels (e.g., e-commerce, payments, loyalty, customer service, internal operations). You will also drive strategies, controls, analytics, and cross-functional response to protect revenue.
Responsibilities
Job Description
Fraud monitoring and investigation
- Lead fraud monitoring and investigation across all sales channels, setting triage standards, prioritization criteria, and documentation of outcomes in the fraud detection platform (actions taken, rationale, resolutions).
- Oversee real-time coordination with airport stations and Customer Service on suspected fraudulent transactions; ensure escalations, actions and communications comply with SOPs, governance, and timelines.
- Ensure strong case management discipline in the fraud detection platform, including quality of documentation, decision rationale, evidence retention, and closure standards.
- Analyze fraud trends and root causes; drive preventive controls and process improvements with relevant stakeholders.
Chargebacks & Disputes
- Own the chargeback and dispute operating model and end-to-end lifecycle (alerts, representment, pre-arbitration, arbitration where applicable), ensuring SLA compliance and scheme adherence.
- Define reason-code-based representment strategies and evidence standards; oversee submissions to improve win rates and minimize leakage.
- Partner with acquirers/processors and schemes to improve outcomes and drive chargeback reduction through root-cause fixes (e.g., 3DS, AVS/CVV, refund practices).
System management and reporting
- Govern fraud system configuration and change control; oversee ongoing optimization to balance risk, fraud losses, and customer impact.
- Establish KPI dashboards and management reporting for fraud and chargebacks; provide insights and trend analysis, actions, and performance tracking.
- Lead fraud risk assessments and emerging threat reviews; maintain fraud policies/SOPs/control frameworks and drive adoption across channels/stations.
- Ensure compliance with card scheme requirements, internal governance standards, and applicable regulations; coordinate audit/regulatory requests and closure of findings.
- Manage relationships and performance reviews with fraud solution providers, acquirers, and other relevant vendors; recommend enhancements to tools and services
- Partner with Projects/IT/vendors to test and implement system enhancements and automation to support business and industry changes.
Requirements
- Diploma / Degree in Business, Finance, Analytics, or a related discipline.
- Experience in fraud operations and/or chargeback and dispute management.
- Meticulous and inquisitive, with strong investigation and documentation skills.
- Able to manage multiple tasks, priorities effectively, and meet deadlines.
- Team player with strong problem-solving skills.
- Experience or working knowledge of the airline industry and/or payment card industry preferred.
- Basic knowledge of the airline/travel/e-commerce payments ecosystem.
