Fraud (Watchlist) Lead - Operations, MY Marketplace

About The Team

Seeking an experienced and dedicated individual to join our team as a Team Lead for Dispute Fraud at Shopee. In this role, you will be responsible for leading a team of professionals focused on identifying, investigating, and resolving fraud-related disputes within the Shopee platform. You will play a crucial role in ensuring the safety and security of our users' transactions while maintaining a positive and seamless shopping experience.

Job Description

• Team Leadership: Lead, mentor, and develop a team of dispute fraud specialists, providing guidance, support, and fostering a collaborative environment.
• Dispute Resolution: Oversee the investigation and resolution of fraud-related disputes, ensuring accurate and timely handling while maintaining the highest level of organizational integrity & customer satisfaction.
• Risk Mitigation: Collaborate with cross-functional teams especially Level 2 Return & Refund teams, Products, Customer Service, and Logistics to develop strategies for preventing and mitigating fraud risks, staying updated on industry trends and best practices.
• Process Improvement: Continuously evaluate and enhance dispute resolution processes to optimize efficiency and accuracy, suggesting and implementing improvements as necessary.
• Performance Monitoring: Monitor team performance metrics, track key performance indicators (KPIs), and develop action plans to address performance gaps and ensure targets are met.
• Reporting and Analysis: Generate regular reports on dispute resolution activities, trends, and outcomes, providing insights to management for data driven strategic decision-making.
• Training and Development: Design and deliver training programs to upskill & equip team members with the skills and knowledge needed to effectively handle fraud-related disputes & to ensure we have a succession plan in place.
• Quality Assurance: Conduct regular quality assessments on dispute resolution cases, ensuring adherence to established guidelines and standards.
  
  

Requirements

• Degree from a recognized university or with 5+ years experience in fraud prevention, dispute resolution, or related fields.
• Exceptional verbal and written communication skills, capable of interacting with both technical and non-technical stakeholders.
• In-depth understanding of e-commerce fraud trends, prevention strategies, and dispute resolution processes.
• Strong leadership and people management skills with a track record of effectively leading and developing teams.
• Excellent analytical and problem-solving abilities, with the capacity to make data-driven decisions and drive process improvements.
• Has passion for the eCommerce industry
• Comfortable in a fast-paced, dynamic environment and able to navigate ambiguity and changes effectively.

About The Team

Seeking an experienced and dedicated individual to join our team as a Team Lead for Dispute Fraud at Shopee. In this role, you will be responsible for leading a team of professionals focused on identifying, investigating, and resolving fraud-related disputes within the Shopee platform. You will play a crucial role in ensuring the safety and security of our users' transactions while maintaining a positive and seamless shopping experience.

Job Description

• Team Leadership: Lead, mentor, and develop a team of dispute fraud specialists, providing guidance, support, and fostering a collaborative environment.
• Dispute Resolution: Oversee the investigation and resolution of fraud-related disputes, ensuring accurate and timely handling while maintaining the highest level of organizational integrity & customer satisfaction.
• Risk Mitigation: Collaborate with cross-functional teams especially Level 2 Return & Refund teams, Products, Customer Service, and Logistics to develop strategies for preventing and mitigating fraud risks, staying updated on industry trends and best practices.
• Process Improvement: Continuously evaluate and enhance dispute resolution processes to optimize efficiency and accuracy, suggesting and implementing improvements as necessary.
• Performance Monitoring: Monitor team performance metrics, track key performance indicators (KPIs), and develop action plans to address performance gaps and ensure targets are met.
• Reporting and Analysis: Generate regular reports on dispute resolution activities, trends, and outcomes, providing insights to management for data driven strategic decision-making.
• Training and Development: Design and deliver training programs to upskill & equip team members with the skills and knowledge needed to effectively handle fraud-related disputes & to ensure we have a succession plan in place.
• Quality Assurance: Conduct regular quality assessments on dispute resolution cases, ensuring adherence to established guidelines and standards.
  
  

Requirements

• Degree from a recognized university or with 5+ years experience in fraud prevention, dispute resolution, or related fields.
• Exceptional verbal and written communication skills, capable of interacting with both technical and non-technical stakeholders.
• In-depth understanding of e-commerce fraud trends, prevention strategies, and dispute resolution processes.
• Strong leadership and people management skills with a track record of effectively leading and developing teams.
• Excellent analytical and problem-solving abilities, with the capacity to make data-driven decisions and drive process improvements.
• Has passion for the eCommerce industry
• Comfortable in a fast-paced, dynamic environment and able to navigate ambiguity and changes effectively.