Fraud & Risk Operations Supervisor

The Opportunity

Our purpose is simple, create moments that matter between people and the brands they cherish. We enable brands to expand their global reach to over 260 countries, facilitating simple and seamless e-commerce experiences for consumers worldwide. With our integration solutions, we deliver a full international checkout experience, inclusive of local duties, taxes, fulfilment, and delivery management, along with global returns and payment processing capabilities.

E-commerce Risk Operations sits within the Payments & Risk Operations team as part of the broader product organisation. Loss & fraud prevention is a key value to our business. We strive to provide shoppers with a detailed checkout experience that the friction created by bad actors does not impact.

Reporting to our Fraud & Risk Operations Manager, the role plays a key role in leading a highly skilled team tasked with identifying trends, patterns, and evolving tactics while implementing appropriate preventative solutions to proactively stop bad actors from being successful with limited impact on custom.

Responsibilities

• Lead and develop a team by providing guidance, training, and mentorship to team members, ensuring they possess the skills and knowledge to effectively detect and combat fraud and loss.
• Partial ownership for performing different risk verticals, Transactional and return fraud, reseller abuse, sanctions, etc.
• Develop and implement effective risk & fraud prevention strategies.
• Identify, own and push forward key risk-related product and process improvements.
• Adopting and developing BI tools, including Looker, PowerBI & Azure dashboards.
• Active contributor to the adoption of the ticketing system and process through Service Now and ADO.
• Daily monitoring in his given scope and handling calls to action and proactive communication.
• Develop, maintain, and deliver detailed risk reports to various levels of management and collaborators.
• Supervising team performance, SLAs and coaching improvements where needed.
• Review transactions flagged for potential fraud, collaborate with analysts to gather evidence, and make informed decisions regarding potential fraud cases. Ensure to reduce false positives.
• Support retailer partners directly with analysis and commentary to develop an understanding of the value impact of the risk operations function.
• Close collaboration with internal teams, such as Customer Support Management, Customer service and payments, to address risk fraud-related issues and improvements.

Requirements

• Proven experience in fraud prevention or e-commerce risk management.
• Skilled in understanding various fraud schemes and techniques, including transactional fraud, refund fraud and abuse, reseller abuse, and other e-commerce risk types.
• Strong critical thinking to analyse data, regulatory requirements, and product limitations.
• In-depth knowledge of fraud detection tools, techniques, and industry standard processes.
• Strong proficiency with technology: SQL, Salesforce, Looker, investigative and data intelligence tools.
• Excellent leadership skills to drive teams and collaborators.
• Exceptional strategic and analytical problem-solving skills to tackle the challenges of this role, skilled in using data to drive strategic action.
• Effective communication and partnership skills to communicate sophisticated concepts clearly to cross-functional collaborators.

What's on offer?

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

#LI-hybrid