- Location
- Singapore HQ
- Type
- Full-time
- Department
- Finance
- Seniority
- Manager
- Source
- Workday
Description
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.Job Description
Responsibilities
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.
