Payment Risk and Chargeback Team Lead

Payment Risk and Chargeback Team Lead

Get to know our Team:

  • GrabPay handles all cashless transactions for Grab’s 33m riders and 630,000 drivers and is already one of the largest mobile wallets in Southeast Asia.
  • This new team will be tasked with growing the GrabPay business as a mobile wallet throughout Southeast Asia, solving many of the payments problems that consumers and merchants face on a day-to-day basis.

Get to know the Role:

  • To lead and guide a team responsible for processing disputed transactions received, per established procedures, to avoid unwarranted losses and risk associated with same to include improving systems and processes.
  • Manage a team that meets the KPI while identifying credit card fraud trend and recommending mitigation strategy.
  • Reviewing of customer dispute cycle management and providing expert advises the team on critical items to ensure unauthorized transactions recovery.

The day-to-day activities:

  • Support the line manager related projects, UAT and sign-offs, designing processes for the new product launches and change implementations from payment risk and chargeback’s perspective.
  • Analysis and Performance Metrics Reporting.
  • Forecast credit card fraud losses and chargebacks to establish success metrics and provide KPI reporting on stipulated timelines required.
  • Continually optimize business review rules for payment risk.
  • Act as primary subject matter expert, develop policies and guidelines on how to handle credit card fraud and chargebacks.
  • Summarize key findings, and recommend anti-fraud processes and system enhancements to the management.
  • Collaborate with cross-functional groups such as Engineering, Data, Customer Support, Marketing and Product Management to enhance tools, improve process, system functionalities, and credit card fraud detection methods.
  • Assist in KYC / KYB checks as well as merchant’s transactions.
  • Liaison personnel for payment gateways, regulators, intra department, etc.
  • Manage escalations, appeals and customer enquiries that get channeled back via various channels.
  • Financial reporting on the losses due to credit card fraud and unrecovered payments.
  • Coach and guide a team of payment risk experts to perform at exceptional level and manage expectations with direct report and stakeholders.

The must haves:

  • Degree or Professional Qualification in a related field.
  • Expert knowledge of credit card fraud.
  • Experience working in e-commerce, payments or a big tech companies.
  • Experience managing a team.
  • Understanding of the Trust space, and what it takes to build a fraud free ecosystem.
  • 4-8 years working in e-commerce, financial, credit card or equivalent industry.
  • 2-5 years of people management responsibilities.

04 Apr 2018



Kuala Lumpur, Malaysia

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Payment Risk and Chargeback Team Lead

Grab (Malaysia)