Associate Manager, Risk Investigation - Consumer Operations

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

Associate Manager - Consumer Risk Investigations

At PhonePe, we are on a mission to make everything you do with your money an easy, fast and secure experience. We are looking for passionate professionals to drive this mission. 

The PhonePe Fraud Risk Operations team is a high impact team whose goal is to mitigate risk and improve the trust and safety for various PhonePe products. If your dream is to build processes and tools that would impact millions of customers, partnering with some of the best minds and executing on your dreams with purpose and speed, join us!

Associate Manager/Manager, Consumer Risk investigations at PhonePe would have the following core responsibilities:

• In charge of managing a team of Investigation specialists who investigate transactions/accounts across various PhonePe products and take appropriate actions based on processes, tools and high-judgment decisions.
• Provide leadership and administrative support to his/her team and manage them to achieve and constantly exceed real time service levels based on forecast and capacity
• Serves as a leader and POC for resolving internal/external escalations of a supervisory nature.
• Sets the vision, direction, and culture of the team by managing individual and team performance, expectations and goals. 
• Provides individual coaching feedback sessions and conducts weekly/monthly one-on-ones and focuses on the people development of their team.
• Achieves process improvement via projects that involve one or more teams within the organization. Focuses on identifying key areas for improving trust and safety for PhonePe platform, improving customer experience by minimizing friction that might be caused due to risk mitigation measures. 
• Formulation & implementation of Policies and Procedures to govern risks.
• Cultivate strong risk culture by creating risk awareness at all levels using structured training programs 
• Timely and accurate reporting of risks to Senior Management and stakeholders
• Conduct risk assessments for new projects/initiatives and change management with a view to pre-assess risks
• Define appropriate KRIs with thresholds and monitor violations for identified risks  Promote sharing of Best Practices across Operations
• Ensure up-to-date knowledge and adherence to regulatory requirements and industry best practices within the team, guiding and training team members as needed

The Key to success in this role is the ability to understand the team’s vision and raise the bar on the job core responsibilities of Operate, Continuous Improvement, Communicate and People Development.

The incumbent is required to demonstrate strong performance in the following areas:

1. Keeps abreast of fraud trends and other risk issues impacting the Payment Systems. Ensures that PhonePe leads the curve in identifying and preventing new fraud patterns. Identifies proactive action plans to improve efficiency and reduces time to detect new fraud Modus Operandi.
2. Delivers significant business impacts and continuous improvement to quality, productivity and customer experience. Works with Analytics, Product and Tech teams to articulate and prioritize feature needs for the investigation tool sets. Consistently demonstrates timely delivery of projects on roadmap to support the department vision.
3. Develops the Performance levels and skills of the team through continuous closure of performance feedback loops. Possesses the ability to recruit excellent team members into their team. Communicates effectively to align organizational goals with individual goals

Desired Qualifications and Skills set:

The ideal candidate should have 7-10  years of Operations experience. This experience should preferably contain 3-5 years of People Management , additional experience in Program/Project management adds further value to the candidature . Domain expertise in payments/fintech is an added advantage and will be preferred. This role requires the candidate to possess the ability to conduct excellent deep dives and function in an ambiguous, fast paced work environment in order to come up with in-depth understanding of fraud MOs, impacts on customer lifecycle journey across various products and devise mitigation strategies

Role Requirements:

• Relevant 7-10 years of  industry experience across Operations, Risk, Fraud investigations etc.
• Proven experience across the domain of Risk management , Investigations and Fraud Prevention
• Strong oral and written communication skills is a must
• Team player; ability to interface and build relationships at all levels internally and externally
• Project management/Program management capability to lead strategic projects to drive closure with a sense of urgency with cross functional stakeholders, holding POC’s accountable for timelines and respective ownerships
• Strong bias for action with exceptional problem solving skills, candidate is expected to be able to influence senior stakeholders without authority and build traction on high risk tracks for speedy resolution
• Bachelor degree is required to apply for this position, Masters preferred
• Advanced working knowledge of MS Office, SQL 
• Ability to crunch data and generate meaningful insights on risk trends

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some reasons you should work with us. Read more about our Work Culture.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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