Senior Manager, Fraud Operations

NEW

Kuala Lumpur, Malaysia

Permanent

Duties & Responsibilities

We are looking for an experienced and driven Manager, Fraud Operations to play a critical role in protecting our Cards, eWallet, DuitNow, MyDebit, and payment ecosystems. This role sits at the heart of our fraud defence strategy, combining operational excellence, investigative rigor, data-driven insights, and strong stakeholder collaboration.
As a Senior Manager, Fraud Operations, you will lead complex fraud investigations, manage end‑to‑end fraud and dispute workflows, and continuously strengthen fraud controls while ensuring a seamless customer experience. You will work closely with internal teams, payment networks, regulators, and external partners to ensure our customers’ trust and the integrity of our payment platforms.
Manage end-to-end fraud operations across Cards, eWallet, DuitNow, MyDebit, and digital payments, covering detection, investigation, resolution, and recovery.Ensure fraud investigations and dispute handling are completed within stipulated timelines in accordance with scheme rules (Visa, MasterCard, MyDebit), industry standards, and internal policies.Act as a senior checker and decision-maker for complex or high-impact fraud cases and escalations.Monitor fraud trends across payment channels and identify emerging risks, vulnerabilities, and abuse patterns.Analyse transaction and behavioural data to uncover fraud typologies, root causes, and control gaps.Design, review, and enhance fraud rules, alerts, and operational processes to minimise fraud losses while balancing customer experience.Partner with data, technology, and product teams to implement scalable fraud prevention solutions.Oversee disputes and chargeback handling across card schemes and digital payment rails, including representment, pre-arbitration, arbitration, and compliance cases where applicable.Ensure compliance with regulatory requirements, internal policies, and payment network rules across all fraud operations.Prepare management reports, MIS, fraud dashboards, and regulatory submissions related to fraud trends, losses, recoveries, and operational performance.Support audits, risk assessments, and regulatory reviews related to fraud and payment operations.Work closely with Customer Service, Operations, Risk, Technology, Product, and Business teams to ensure consistent and customer‑centric fraud resolution.Manage relationships with external stakeholders including banks, payment networks, merchants, and relevant authorities.Provide guidance and advisory support to frontline teams to ensure timely, empathetic, and effective handling of fraud-related customer interactions.Stay ahead of fraud trends, regulatory developments, and industry best practices across cards and digital payments.Take ownership of assigned projects and contribute as a fraud subject matter expert in cross-functional initiatives.Perform other ad-hoc duties as required in line with the role’s seniority and responsibilities.

Requirements

Candidate must possess at least diploma /Advance / Higher / Graduate Diploma or Bachelor’s Degree or Professional Qualification in Banking, Finance, Business, Information Technology, Data Science, or a related discipline. Minimum 5 years of relevant experience in Fraud Operations, Payments Risk, Dispute Management, or Chargeback Handling.Solid hands-on experience across Cards, eWallet, DuitNow, MyDebit, or digital payment platforms. Strong understanding of card scheme rules (Visa / MasterCard), payment dispute processes, and fraud investigation workflows. Experience within banking, fintech, payments, or e-commerce environments is highly desirable. Strong analytical mindset with the ability to identify patterns, assess risk, and make sound decisions.Detail-oriented, structured, and confident in handling complex, high-risk fraud cases. Excellent written and verbal communication skills in English. Strong stakeholder management and influencing skills. Proficient in Microsoft Excel, PowerPoint, and reporting tools; data analysis or SQL skills are an added advantage. Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.Self-motivated with positive attitudeCustomer centric and knowledge on mobile / digital wallets.Passionate towards customer satisfaction and able to work under pressure.Able to response customer with written communications, interact with customers to answer questions, provide education, create awareness and maintain company’s reputation for high-quality service.Strong communications skills to develop and cultivate lasting customer relationships.Must be able to work with tight deadlines. A start-up attitude – highly collaborative and globally-minded.