Client Services Center Assistant Fraud and Payment Manager

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Dior Full time

Job Title: Client Services Center Assistant Fraud and Payment Manager

Job Summary:

We are seeking a highly skilled and experienced Payment and Fraud Analyst/Assistant Manager to join our Client Services Center team in Hong Kong. As a key member of our team, you will be responsible for optimizing performance in the full Payment and Fraud value chain for the APAC market.

Key Responsibilities:

  • Lead fraud operations strategic planning, monitoring, and execution to maximize acceptance rate, minimize fraud/chargebacks, and explore sales opportunities.
  • Review and evaluate irregular or suspicious transactions, taking appropriate steps to reduce operational risk and prevent loss.
  • Assess and maintain fraud analysis models to improve efficiency and effectiveness of company control systems.
  • Manage local providers in charge of payment processing, chargebacks, and fraud management in collaboration with the central payment and fraud team.
  • Oversee ongoing risk or fraud-related activities and provide updates to relevant business and payment stakeholders.
  • Explore sales opportunities through payment processes and workflows.
  • Identify weaknesses in the current control process and recommend enhancements to mitigate fraud risk while balancing client experience and operational impacts.
  • Maintain strong partnerships with Finance, Client Services Center, and E-Commerce to ensure a seamless omni-channel approach and execution.
  • Analyze trends in key performance indicators, explain variances, and recommend remedial actions to central and local business teams.
  • Assist with the implementation of new processes and software solutions related to payment fraud prevention/detection and payments.
  • Support the Client Services Center Manager in developing, implementing, and reviewing compliance programs and policies.
  • Resolve escalated complaints and sensitive cases, turning them into positive outcomes in line with brand standards and local regulations.

Requirements:

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

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