Full-Time Fraud Operations Manager

• Team Leadership and Management:Oversee training programs for fraud operations staff in both regions, ensuring they are well-equipped to identify and mitigate fraud.
• Serve as the primary point of contact for fraud operations in Manila and the U.S., facilitating clear and consistent communication.
• Implement & drive US gaming regulation requirements throughout fraud operations and coordinate with business stakeholders to ensure compliance.
• Collaborate with the Product Management Director and Senior Fraud Investigation & Strategy Manager to manage and develop a growing team of Fraud Team Managers and their teams. This includes recruitment, selection, induction, setting objectives, and performance management.
• Ensure that quality standards are upheld across all fraud operations activities.
• Participate in the calibration process to align Fraud Operations objectives with business expectations.
• Ensure Responsible Gaming (RG) and Data Protection Act (DPA) procedures are always upheld.
• Fraud Detection and Prevention.Develop and implement fraud prevention strategies and programs tailored for both Manila and U.S. operations.
• Monitor and analyze transaction data to identify suspicious activities.
• Develop and refine processes for identifying and mitigating fraud risks, staying ahead of emerging threats.
• Work with the Fraud Prevention team to develop new BV rules to capture suspicious activities based on the trends identified and root causes of the chargeback.
• Operational Efficiency:Ensure efficient workflow management and resource allocation to handle high volumes of fraud cases effectively.
• Monitor and report on key performance metrics, including case resolution times and fraud loss reductions.
• Prepare regular reports on fraud activities, trends, and prevention measures.
• Collaborate with the Quality and Training Manager to oversee the training and growth of all employees, recognizing them as the company's greatest asset.
• Support HR and Quality and Training teams in assessing individual training needs and the appraisal process.
• Develop and update fraud prevention policies and procedures.
• Act as the point of contact for Fraud Operations during emergency and escalated events, both internally and externally.
• Cross-Functional Collaboration:Collaborate with other departments, including Risk, Payments, IT, Compliance, Customer Service, and Legal, to address fraud-related issues comprehensively.
• Ensure timely communication and coordination with internal stakeholders to support fraud prevention initiatives.
• Handle escalated contacts as required.

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