Fraud Operations Manager

Job ID: MJ000231 Responsibilities

• Manage day-to-day Fraud Operations across lending, payments, and platform activities, ensuring smooth execution and timely resolution of operational matters.
• Act as a key coordination point across fraud investigators, internal teams, and external stakeholders, ensuring effective communication, alignment, and follow-through.
• Manage fraud-related operational matters, including customer inquiries, escalations, incident coordination, investigation support, and loss recovery activities.
• Coordinate communications with customers, regulators (OJK), law enforcement agencies, business partners, and other relevant stakeholders.
• Track operational issues, case progress, and key performance indicators, ensuring clear ownership, timely follow-ups, and effective resolution.
• Drive improvements in operational workflows, cross-functional collaboration, tools, and automation to enhance overall efficiency and effectiveness.

Requirements

• Minimum 7 years of experience in Fraud Operations, Risk Operations, or related functions, preferably in fintech, lending, payments, banking, or e-commerce.
• Strong experience in managing cross-functional operational activities, stakeholder coordination, customer escalations, and issue resolution.
• Good understanding of fraud risks, investigation workflows, operational controls, and Indonesia's regulatory environment.
• Excellent communication, stakeholder management, and problem-solving skills, with the ability to navigate complex and sensitive situations.
• Strong ownership and organizational skills, with the ability to manage multiple priorities and drive matters to completion independently.
• Comfortable working with operational data, reporting, and process improvement.
• Good working proficiency in English for cross-functional communication and reporting.