E-commerce Payment Fraud Operations Lead

17 hours ago

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

We are seeking an experienced E-commerce Payment Fraud Operations Lead to join our team at Dior.

About the Role:

The successful candidate will be responsible for optimizing payment and fraud performance in the APAC market, supporting overall market growth and user experience. They will collaborate closely with the central Payment & Fraud team to explore sales opportunities and drive the global roadmap by regularly reviewing payment status and processes, sharing local trends, insights, and analysis to drive further optimization potential.

Key Responsibilities:

  • Lead fraud operations strategic planning, monitoring, and execution with three main objectives: Maximizing Acceptance Rate, Minimizing Fraud/Chargebacks, and Exploring Sales Opportunities.
  • Review and evaluate irregular or suspicious transactions, taking 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 assist in the processing of all chargebacks and fraud transactions deriving from APAC E-commerce.
  • Successfully manage local providers in charge of payment processing, chargebacks, and fraud management in collaboration with the central payment & 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 current control processes 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 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 implementing new processes and software solutions related to payment fraud prevention / detection and payments.
  • Support the Client Services Center Manager to develop, implement, and review compliance programs and policies for the Client Services Center to ensure that activities are performed in line with central and/or LVMH group guidelines.
  • Resolve escalated complaints & sensitive cases and turn them into positive outcomes in line with brand standards and local regulations.

About You:

  • You hold a University degree in Accountancy, Finance, Risk Management, or a business-related discipline.
  • You have over 7 years of relevant experience, preferably in retail or customer services sectors.
  • You have exposure and knowledge on relevant aspects in different regions, especially in APAC.
  • You are familiar with E-commerce platforms and payment management platforms like Cybersource/Riskfield.
  • You have solid experience in contact center / call center environments, with knowledge of data privacy and contact center controls and measures.
  • You are proficient in Excel.
  • You can work in a time-sensitive environment, prioritize, and multitask in a highly complex work environment.
  • You possess good data analytical, interpersonal, and communication skills.
  • You are self-motivated and able to work under pressure.
  • You can maintain confidentiality and exercise discretion and professionalism with sensitive information.
  • You have strong relationship/partnership skills.

What We Offer:

  • A competitive salary range of $120,000 - $180,000 per annum.
  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.
  • A comprehensive benefits package.

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