Client Services Center Assistant Fraud and Payment Manager

3 months ago

Hong Kong, Hong Kong SAR China Dior Full time

Client Services Center Assistant Fraud and Payment Manager

Job responsibilities

Based in our Client Services Center (Hong Kong), the APAC Payment & Fraud Analyst / Assistant Manager is responsible for optimizing performance in the full Payment & Fraud value chain for the APAC market to support the overall market growth and user experience. She/he will collaborate very closely with the central Payment & Fraud team, which explore sales opportunities and drives the global roadmap, by regularly review the payment status and process, sharing local trends, insights and analysis driving further optimization potential.

Key Responsibilities

Focus on E-commerce transactions in different regions, to lead fraud operations strategic planning, monitoring, and execution with main three objectives: 1) Maximizing Acceptance Rate, 2) Minimizing Fraud/Chargebacks and 3) Exploring sales opportunities. Review and evaluate irregular or suspicious transactions and take appropriate steps to reduce operational risk and prevent loss while ensuring proper disposition of non-compliant & unusual / suspected fraud items. Assess and maintain fraud analysis models to improve efficiency and effectiveness of company control systems. Observe and assists in the processing of all chargebacks and fraud transactions deriving from APAC E-commerce. Successfully manage all local providers in charge of payment processing, chargebacks and fraud management in collaboration with central payment & fraud team. Overseeing ongoing risk or fraud related activities and provide updates to relevant business and payment stakeholders. Explore sales opportunities through the payment processes and workflows. Identify the weaknesses of the current control process and recommends enhancements to mitigate fraud risk while balancing client experience and operational impacts. Maintain strong partnership with Finance, Client Services Center and E-Commerce in order to ensure seamless omni-channel approach and execution. Analyze trends in key performance indicators, explain variances and recommend remedial actions to central and local business teams in a timely manner. Assist with the implementation of new processes and software solution related to payment fraud prevention / detection and payments. Support the Client Services Center Manager to develop, implement and review compliance program and policies for Client Services Center to ensure that the activities will be performed in line with central and/or LVMH group guidelines. Resolve all escalated complaints & sensitive cases and turning them into positive outcomes in line with the brand standards and local regulations. Performs other duties and projects as assigned.

Profile

University degree in Accountancy, Finance, Risk Management or a business-related discipline. Over 7 Years’ relevant experience, retail or customer services sectors is preferable. Exposure & knowledge on relevant aspects in different regions especially in APAC is highly preferred. Knowledge & experience in using E-commerce platform, payment management platform like Cybersource / Riskfield is highly preferred. Solid experience in contact center / call center environment. Knowledge in data privacy and contact center controls and measures is preferable. Proficient in Excel. Ability to work in a time sensitive environment. Ability to prioritize and multi-task in a highly complex work environment. Good in data analytical, interpersonal and communication skills. Self-motivated and be able to work under pressure. Ability to maintain confidentiality and to exercise discretion and professionalism with sensitive information. Strong relationship / partnership skills.

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