Fraud Ops Lead

The Fraud Operations Lead is responsible for providing full leadership to a team within Operations that develops and maintains anti-fraud strategies and processes for the Boost Connect brand. We are looking for a strategic and hands-on Fraud Operations Lead to build, mentor, and guide our first line of defense.

The person MUST BE someone who is familiar and comfortable with day-to-day operations to ensure our merchant and customer journey are smooth and incident-free.

The Fraud Operations Lead will be responsible for managing the day-to-day activities of our Fraud Operations team. This includes monitoring transaction patterns, investigating suspicious activity, implementing fraud prevention rules, and leading a team of analysts. You will play a critical role in minimizing financial losses while optimizing the customer experience, ensuring our fraud prevention strategies are effective, agile, and data-driven.

Team Leadership and Management

Lead, mentor, and develop a team of Fraud Operations Analysts.
Manage team scheduling, workload distribution, and performance reviews.
Foster a culture of continuous learning and high performance within the team.

Fraud Strategy & Execution

Oversee the real-time monitoring of transaction queues and fraud alerts using internal systems and third-party tools (e.g., Visa VMP, Mastercard SDP).
Develop, tune, and optimize fraud rules and strategies within our fraud prevention platform (e.g., proprietary system, SAS, Simility/FRM, etc.).
Conduct deep-dive investigations into complex fraud cases and sophisticated attack patterns (e.g., CNP fraud, account takeover, merchant fraud, chargeback fraud).
Analyze fraud trends and metrics to identify new threats and recommend proactive countermeasures

Stakeholder Mgnt & Reporting

Prepare and present regular reports on fraud metrics, team performance, and loss prevention to senior management.
Serve as the primary point of contact for fraud-related escalations from merchants, internal teams (Customer Experience, Sales, Compliance), and banking partners.
Collaborate with Product and Engineering teams to enhance fraud tools and systems based on operational insights.

Process Improvement

Continuously review and improve operational processes and procedures for efficiency and effectiveness.
Manage the chargeback representment process, ensuring timely and effective responses to recover revenue.
Ensure all operations comply with local regulatory requirements (e.g., Bank Negara Malaysia guidelines) and global card scheme regulations (Visa, Mastercard).

QUALIFICATIONS

Bachelor’s degree/University degree or equivalent experience
Min 6 -8 yrs previous fraud or similar functional experience within banking, fintech, or payments industry.
Strong analytical and problem-solving skills with exposure in Risk, Compliance, and Cybersecurity
Proven experience in payment gateway, acquiring bank, fintech or e commerce environment
Deep understanding of the payment ecosystem: card scheme rules (Visa, Mastercard), CNP fraud, chargeback lifecycle (ISO 8583 knowledge a plus), and 3DS2
Strong proficiency in data analysis using SQL, Python, or advanced Excel skills to investigate trends and measure performance
Consistent good written and communication skills with ability to interact and engage with stakeholders
Designed or improved Fraud processes with strong familiarity in automation/ML/AI solutions