Bangkok, Bangkok, Thailand

Senior Manager Trust & Safety

 Job Description:

The Role

  • Maintain empathy while responding to complex user issues related to fraud, user safety and risk.
  • Ability to combine data from multiple sources to provide a consolidated view of fraud, safety and security risks; transforming data into actionable insights.
  • Use investigator mentality to detect and escalate potentially fraudulent activity such as transaction fraud, promotion abuse, scams and other typologies that impact platform trust and safety.
  • Work cross-functionally with KYC, Transaction Monitoring, Customer Service, Product and other operational teams.
  • Perform ongoing evaluation of efficiency and adequacy of fraud prevention rules.
  • Stay ahead of the curve by tracking emerging trends and scams within the digital asset industry and swiftly respond with policies, processes and controls.
  • Create and maintain accurate and concise records of all investigations undertaken including details on the rationale for any decisions made.
  • Develop Fraud framework, policies and operating manuals including fraud rule writing.

Purpose of the Role

The mission of the Trust and Safety Team is to perform ongoing and proactive monitoring to identify suspicious activity and promote a safe, healthy and compliant user base.

Desired Skills and Experience

  • Drive the Trust & Safety vision and strategy, collaborate with leadership in Operations, Technology, Product, Engineering and more to make this vision a reality.
  • A deep understanding of fraud prevention strategies and online trust and safety trends.
  • Pro-actively monitoring and identifying suspicious trends and patterns, suggesting preventative actions and improvements to current procedures, policies, and systems.
  • Ability to author, test, monitor and implement fraud prevention rules.
  • Own metrics and oversee the evaluation, monitoring and reporting of risk trends.
  • Monitor key fraud related metrics such as false positives to develop our fraud prognosis.
  • Stay up to date on industry trends and technologies, and progress additional controls as needed.

The Requirements

  • 7+ years of experience in Fraud Management or Trust and Safety. Strong knowledge of the Payment industry and Fraud rule writing is a must.
  • Comfortable evaluating tradeoffs between risk reduction, business growth and customer experience.
  • Strong stakeholder management with executive level written and verbal communication skills.
  • Strong analytical skills with the ability to self-serve data requirements using SQL, R or Python.
  • Passion and a strong interest in the digital asset industry.
  • Problem-solving, positive and constructive attitude is a must.
  • Role is open to Bangkok relocation.
  Required Skills:

KYC Prevention Relocation Stakeholder Management Manuals Customer Experience Analytical Skills Metrics R Writing Records Security Strategy Python Customer Service Leadership SQL Engineering Communication Business Management