Fraud Operations Manager
Traveloka · Banten, Indonesia
Sekilas tentang pekerjaan ini
Traveloka mencari Fraud Operations Manager untuk mengelola operasional fraud di bidang lending, pembayaran, dan platform. Posisi ini berlokasi di Banten, Indonesia, dan ditujukan bagi kandidat dengan pengalaman minimal 7 tahun di Fraud Operations, Risk Operations, atau fungsi terkait.
Tugas utama
- Mengelola operasional fraud harian di bidang lending, pembayaran, dan platform.
- Mengoordinasikan investigator fraud, tim internal, dan pemangku kepentingan eksternal.
- Menangani pertanyaan pelanggan, eskalasi, investigasi, insiden, dan pemulihan kerugian.
- Mengoordinasikan komunikasi dengan pelanggan, regulator, aparat penegak hukum, dan mitra bisnis.
- Memantau kasus, KPI, dan kendala serta meningkatkan alur kerja dan otomasi.
Kualifikasi utama
- Minimal 7 tahun pengalaman di Fraud Operations, Risk Operations, atau fungsi terkait.
- Berpengalaman mengelola koordinasi lintas fungsi, eskalasi pelanggan, dan penyelesaian masalah.
- Memahami risiko fraud, alur investigasi, kontrol operasional, dan regulasi Indonesia.
- Memiliki kemampuan komunikasi, pengelolaan pemangku kepentingan, dan pemecahan masalah yang baik.
- Mampu mengolah data operasional dan berkomunikasi serta membuat laporan dalam bahasa Inggris.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Traveloka.
Deskripsi pekerjaan
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.
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