Fraud Operation Manager - Investigation & Customer Complaint

Responsibilities

1. Lead, supervise, and control Fraud Operation teams covering CFR (Central Fraud Registry), Customer Complaint, and Customer Profiling to ensure performance meets defined targets and SLA requirements.

1.1 CFR: Oversee end-to-end fund flow investigation and reporting into the CFR system, ensuring timely submission and compliance with industry standards.

1.2 Fraud Investigation: Ensure the team conducts thorough investigations in response to regulatory and government requests, and delivers accurate and timely responses.

1.3 Complaint/Dispute: Manage investigation of customer account irregularities and ensure timely communication of outcomes to both internal teams and customers.

1.4 Customer Profiling: Define and govern review standards for verifying customer identity, documents, and related account information.

2.Act as the key representative of the company in meetings and coordination with internal and external stakeholders, including regulators. Translate new laws, regulations, and policies into actionable operational guidelines for the team.

3.Lead problem-solving and root cause analysis for operational issues, and drive process improvements to enhance efficiency, control effectiveness, and service quality.

4.Consolidate operational data, performance statistics, and key issues for reporting to senior management.

5.Oversee workforce management, including task allocation, attendance, overtime, and resource planning to ensure optimal staffing aligned with workload demand.

6.Perform other Fraud Operation-related duties as assigned by management.