You will be part of the team that promotes the company's online platform health and ensure authentic, positive community experience.
Responsibilities
- Manage risk labelling queues, ensure local labelers follow the SOP to label risky content, modify labelling SOP to ensure it reflects the current new risks, keep track and improve productivity and quality from labelling queues.
- Detect and lead the investigation of risk related cases, ensuring timely responses to critical incidents and maintaining strict SLA requirements.
- Utilize data-driven insights by tapping on risk cases, tools and dashboards to identify opportunities for optimization to improve risk metrics.
- Write and maintain operational handbooks, case investigation guides, alarms and dashboards to ensure quality assessment and consistent adherence to guidelines. Continuously enhance guidelines for emerging trends and grey area cases.
- Engage cross-functional teams and stakeholders in risk management education and outreach efforts, to establish new risk management guidelines and educate stakeholders on security threats.
- Identify gaps in current risk management issues and spearhead the development and improvement of new projects/features to plug these gaps
- Respond to reported risk cases in a timely and accurate manner, via internal platforms and support tools;
- Summarize and classify the feedback cases reported weekly, work with product and tech teams to formulate solutions;
- Responsible for building up risk control policy and process;
- Develop user education programs to enhance user security awareness.
Minimum Qualifications
- At least a Bachelor's degree with minimum 2 years of experience in risk management, risk control, trust & safety, compliance, fraud detection, or related domain.
- Excellent interpersonal and communication skills to influence and reach agreements with others; and collaborate with cross-functional teams.
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
- Details oriented, self-driven and curious to learn and work independently in a fast-paced environment.
- Experience handling risk investigations and managing case queues under SLA requirements.
- Familiarity with SOP creation, process optimization, and quality control frameworks.
Claudia Kueh Kee Jinq EA License No.: 02C3423 Personnel Registration No.:R1880247
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