Assistant Manager, Finance (Fraud Ops)

You will be leading the end-to-end fraud management program to prevent, detect, investigate, and mitigate fraud risks across channels (e.g., e-commerce, payments, loyalty, customer service, internal operations). You will also drive strategies, controls, analytics, and cross-functional response to protect revenue.

Responsibilities

Fraud monitoring and investigation

• Lead fraud monitoring and investigation across all sales channels, setting triage standards, prioritization criteria, and documentation of outcomes in the fraud detection platform (actions taken, rationale, resolutions).

• Oversee real-time coordination with airport stations and Customer Service on suspected fraudulent transactions; ensure escalations, actions and communications comply with SOPs, governance, and timelines.

• Ensure strong case management discipline in the fraud detection platform, including quality of documentation, decision rationale, evidence retention, and closure standards.

• Analyze fraud trends and root causes; drive preventive controls and process improvements with relevant stakeholders.

Chargebacks & Disputes

• Own the chargeback and dispute operating model and end-to-end lifecycle (alerts, representment, pre-arbitration, arbitration where applicable), ensuring SLA compliance and scheme adherence.

• Define reason-code-based representment strategies and evidence standards; oversee submissions to improve win rates and minimize leakage.

• Partner with acquirers/processors and schemes to improve outcomes and drive chargeback reduction through root-cause fixes (e.g., 3DS, AVS/CVV, refund practices).

System management and reporting

• Govern fraud system configuration and change control; oversee ongoing optimization to balance risk, fraud losses, and customer impact.

• Establish KPI dashboards and management reporting for fraud and chargebacks; provide insights and trend analysis, actions, and performance tracking.

• Lead fraud risk assessments and emerging threat reviews; maintain fraud policies/SOPs/control frameworks and drive adoption across channels/stations.

• Ensure compliance with card scheme requirements, internal governance standards, and applicable regulations; coordinate audit/regulatory requests and closure of findings.

• Manage relationships and performance reviews with fraud solution providers, acquirers, and other relevant vendors; recommend enhancements to tools and services

• Partner with Projects/IT/vendors to test and implement system enhancements and automation to support business and industry changes.

Requirements

• Diploma / Degree in Business, Finance, Analytics, or a related discipline.

• Experience in fraud operations and/or chargeback and dispute management.

• Meticulous and inquisitive, with strong investigation and documentation skills.

• Able to manage multiple tasks, priorities effectively, and meet deadlines.

• Team player with strong problem-solving skills.

• Experience or working knowledge of the airline industry and/or payment card industry preferred.

• Basic knowledge of the airline/travel/e-commerce payments ecosystem.