Title:  Fraud & Risk Team Lead

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top Reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Manage and lead a team of Fraud & Risk specialists by coaching, developing, motivating, and inspiring them to achieve their best while ensuring accurate and efficient task performance.
• Oversee daily team operations and drive key performance indicators (quality, efficiency, productivity, operational health) at both team and individual levels, while maintaining superior team support and wellness.
• Create a positive team environment and promote employee happiness through clear communication of direction and goals, regular performance feedback, and career development opportunities.
• Take ownership of team workflows and maintain a working knowledge of all workflows.
• Foster a positive and supportive workplace culture by acting as a human leader, building team connections, and providing regular performance feedback that contributes to positive employee career growth.
• Think critically and be assertive and decisive in evaluating policies and procedures, and constantly seek ways to improve accuracy, efficiency, and customer satisfaction.
• Collaborate with clients' stakeholders to develop and implement new guidelines and workflows to eliminate fake accounts and listings.

Who are we looking for?

• Candidates must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s degree, Post Graduate Diploma, Professional Degree, Master’s Degree, any field.
• Minimum 3 years of experience in fraud, risk, and banking
• Excellent verbal and written communication skills in English. Mandarin is an added advantage.
• Applicants must be willing to work in KL Sentral
• 5-day/week, including weekends and public holidays, shift may include evening or early morning hours
• Experience in working with customers, preferably in a leadership role.
• Possesses strong interpersonal skills, networking abilities and communication skills.
• Strong analytical skills, able to tell a story with data and metrics.
• Innovative and passionate about continued process improvement.
• Idea-driven, confident, able to articulate well, solution, and outcome-oriented
• Work cross-functionally with risk engineering to report trends and system loopholes affecting our risk products to develop and enhance tools for facilitating online safety initiatives
• Excellent interpersonal and communication skills, problem solving, customer service skills, and ability to multitask, organize and work independently with rapidly changing priorities
• Solid judgment and a strong moral compass
• Calm and empathetic - able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.