Global Head of Fraud & Merchant Risk Operations
Our Company
We’re on a mission to be the world’s most loved way to pay. We love connecting our customers with brands they love and empowering them to spend their money and buy what they want in a responsible way. We’re all about building a high-performing team, where our teams come to work to be the best they can be. We are grounded in reality and work together to achieve the extraordinary. It’s a fast-paced business and that’s the way we love it. We know that world class talent is the only way to pave our future success, so come and work with some of the brightest minds and be part of the once in a lifetime ride.
The Role
The Global Head of Fraud & Merchant Risk Operations is responsible for leading the Fraud Operations team and defining the Merchant Risk Operating standards across the globe. Specifically, we are looking for a seasoned Fraud & Risk Operations professional who can devise and deliver a global strategy which focuses on reducing losses whilst balancing the experience of our merchants, customers and agents.
Key Responsibilities
-Work hand in hand with the Merchant Risk & Fraud Analytics teams to define a global strategy for the Fraud Operations team and set a scalable & consistent approach to reducing Fraud & Merchant related losses.
Devising & implementing a comprehensive strategic approach to Fraud and Merchant Risk across all regions
Leadership of Operations resources in each region to enhance performance by setting clear and measurable performance measures, and holding teams to account for performance and experience.
-Develop, implement and maintain short / long term strategies to achieve best in class Fraud & Merchant Risk management - including defining best in class systems/technology and ensuring processes and resource allocation is commensurate with the organizations risk appetite.
-Provide reporting and insights back to key business stakeholders to ensure strategy/model changes are made to prevent future occurrences of loss, as well as visibility to loss prevention, losses incurred and loss recovery.
Leverage the Risk & Analytics community expertise to develop and execute automated risk strategies and processes, balancing risk/customer experience impacts.
-Using the “Afterpay Way” philosophy and tone of voice to set and manage a framework to protect the experience of consumers impacted by Fraud and enhance the loss performance, including assessing risks, implementation of relevant controls and contingency planning.
-Co-owned responsibility for the Fraud & Merchant Risk related key metrics globally - setting & meeting Opex targets, write-off amounts, loss targets, and considerate of balancing the growth aspirations of the organisation.
Proactively review and manage risks & create action plans to support where required to both protect and elevate customer experience and reduce customer harm.
-Identify and drive process improvements and business opportunities, with a high degree of complexity and impact to ensure best in class operations, with a particular focus on systems, simplification, automation, risk management, operations excellence, and customer experience.
-Management & oversight of all legislative requirements, regulatory matters and processes specifically relating to financial crime, charge-back management, fraud, scam related matters, Merchant Risk identification & management, and Compliance/Onboarding of Merchants to Afterpay.
Experience
-Must have exceptional performance and process management skills to drive continual improvement across everything we do.
-Delivery and outcome focused, with the ability to have impact as an individual as well as influence/ drive others to have impact.
-As a ‘hands on’ leader, you will roll your sleeves up to support the team – a clear thinker with strong communication skills, and an analytical mindset who makes decisions based on data and trusts their instincts.
-Have 100% alignment with the Global Director of Service Excellence/Global Director of Service Standards/Global Director of Collections & Support to deliver all aspects of an effortless customer experience, scale Operations efficiently, and aligned to the global “Afterpay way”.
-Proven experience in setting and executing a Fraud & Merchant Risk strategy, ability to flex/short term pivot and alignment to business priorities, and ability to influence relevant stakeholders.
-Demonstrated Change management in a high paced, scaling operational environment. Ability to pivot and adapt quickly to changing business and customer needs.
-Experience in working with Merchants and law enforcement representatives to reduce financial crime and customer harm.
Qualifications:
-10+years of senior leadership experience specialising in Fraud & Merchant Risk Operations and managing global teams.
-Analytics skills with a strong quantitative background and experience using data to create and improve business strategies.
-Analytics experience using SQL or python and/or ability to learn and apply knowledge of SQL (for development and management of KPI/KRIs, Fraud investigations input, trend analysis & reporting).
-Experience in payments, e-commerce, retail or other aligned domains.
-Experience with relevant legislative requirements and regulatory guidance globally.
-Strong communication skills (verbal/written) and ability to work cross-functionally across multiple teams locally and globally to ensure execution of change.
