Risk Operations Manager
Get to know the team
The Risk Operations team is the first defense of Grab's financial ecosystem. We are a team of dedicated professionals passionate about safeguarding the integrity of our platform.
Get to know the role
As the Risk Operations Manager, you will report to the Regional Risk Manage and lead the "engine room"—a team of analysts and agents who implement risk mitigation strategies of Chargeback and AML operations for Singapore and Malaysia. Your mission is to bridge the gap between regional strategy and daily execution.
As a people leader, you bring fraud expertise to excel in tech-driven environments, and communicate with clarity.
You will base onsite in our Petaling Jaya office,.
The Critical Tasks you will perform
- Lead a team of Analysts. You are responsible for their performance, career development, and daily output, ensuring a culture of "heart, hunger, honour, and humility."
- Oversee the daily handling of Chargebacks, and AML investigations. You ensure the "work on the floor" is accurate, timely, and compliant with local regulations.
- Manage our BPO partners to ensure external agents meet Grab's goal for quality and efficiency.
- Drive team-level initiatives to adopt Generative AI and automation tools. You will work with product teams to ensure the tools your agents use are optimized for speed and accuracy.
- Act as the primary contact for other teams (Compliance, Country teams) to ensure operational alignment. You ensure your team achieves zero recurring audit findings by "getting it right the first time."
- Lead the delivery of team-specific OKRs. You will translate departmental goals into actionable targets for your agents and monitor their progress through data-driven reporting.
- Identify skill gaps within your team and facilitate training on fraud trends, chargeback rules, and compliance to ensure the team is always one step ahead of bad actors.
Qualifications
What Essential skills you will need
- At least 5 years of experience managing people managers.
- Deep hands-on experience in risk management, particularly chargeback management and AML monitoring is a must, supplemented by an understanding of Fraud and KYC/KYB.
- Able to manage high-volume workflows and BPO environments without losing sight of quality or detail.
- A goal-getter attitude to analyze operational bottlenecks and implement immediate, scalable fixes.
Additional Information
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
- Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours
What We Stand For At Grab
We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.