Job Description

: Team Leadership: Lead, mentor, and develop a team of dispute fraud specialists, providing guidance, support, and fostering a collaborative environment. Dispute Resolution: Oversee the investigation and resolution of fraud-related disputes, ensuring accurate and timely handling while maintaining the highest level of organizational integrity & customer satisfaction. Risk Mitigation: Collaborate with cross-functional teams especially Level 2 Return & Refund teams, Products, Customer Service, and Logistics to develop strategies for preventing and mitigating fraud risks, staying updated on industry trends and best practices. Process Improvement: Continuously evaluate and enhance dispute resolution processes to optimize efficiency and accuracy, suggesting and implementing improvements as necessary. Performance Monitoring: Monitor team performance metrics, track key performance indicators (KPIs), and develop action plans to address performance gaps and ensure targets are met. Reporting and Analysis: Generate regular reports on dispute resolution activities, trends, and outcomes, providing insights to management for data driven strategic decision-making. Training and Development: Design and deliver training programs to upskill & equip team members with the skills and knowledge needed to effectively handle fraud-related disputes & to ensure we have a succession plan in place. Quality Assurance: Conduct regular quality assessments on dispute resolution cases, ensuring adherence to established guidelines and standards. Requirements: Degree from a recognized university or with 5+ years experience in fraud prevention, dispute resolution, or related fields. Exceptional verbal and written communication skills, capable of interacting with both technical and non-technical stakeholders. In-depth understanding of e-commerce fraud trends, prevention strategies, and dispute resolution processes. Strong leadership and people management skills with a track record of effectively leading and developing teams. Excellent analytical and problem-solving abilities, with the capacity to make data-driven decisions and drive process improvements. Has passion for the eCommerce industry Comfortable in a fast-paced, dynamic environment and able to navigate ambiguity and changes effectively.

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