Head of Fraud Operations (Ascend Money)

We are seeking a highly experienced and detail-oriented Head of Fraud Operations to lead our fraud management function. In this role, you will oversee end-to-end fraud operations with a focus on ensuring fraud case resolution within SLA, dispute management, and customer complaint handling. You will drive operational excellence, strengthen fraud controls, and enhance the customer experience by balancing risk mitigation with efficient resolution processes.ResponsibilitiesFraud Case ManagementManage CFR (Confirmed Fraud Reports) team to investigate and complete CFR within SLA.Oversee end-to-end handling of CFR and other fraud cases, ensuring investigations are completed accurately and within a timely manner.Develop metrics and dashboards to track case volumes, resolution times, and SLA adherence.Gather information and evidence for legal purposes.Implement process improvements to increase speed and quality of fraud investigations.Dispute ManagementLead the dispute management process across payment and wallet transactions, ensuring fair and timely resolution for customers.Partner with internal teams (Operations, Risk, Legal, Compliance) to strengthen dispute handling frameworks and align with regulatory requirements.Monitor trends and root causes from disputes to recommend preventive controls.Customer Complaint ManagementOversee fraud-related complaint handling, ensuring prompt and empathetic responses to customers.Establish escalation protocols for high-impact cases and ensure transparency with customers during investigations.Drive continuous improvement to reduce complaint recurrence and enhance customer trust.Leadership & StrategyLead and mentor the fraud operations team, building strong expertise and a customer-first mindset.Collaborate with Fraud Strategy, Risk, and Product teams to identify emerging fraud trends and adapt processes accordingly.Represent Fraud Operations in senior management forums, providing updates on fraud case performance, SLA compliance, and customer impact.RequirementsBachelor’s degree in Finance, Business, Risk Management, or related field (Master’s degree preferred).10+ years of experience in fraud operations, disputes, or risk management, with at least 5 years in a leadership role (fintech, digital payments, or banking background preferred).Strong understanding of fraud investigation processes, dispute handling frameworks, and customer complaint management.Proven track record of meeting SLA-driven operational targets in a high-volume, fast-paced environment.Familiarity with regulatory requirements in Thailand related to fraud and dispute resolution is a plus.Strong analytical and decision-making skills; ability to balance customer impact with risk mitigation.Excellent leadership skills with experience in building and scaling high-performing teams.Effective stakeholder management skills with cross-functional teams (Risk, Product, Compliance, Customer Service).Exceptional communication skills with the ability to engage regulators, customers, and internal leadership.Customer-centric mindset with high integrity and resilience in managing sensitive fraud cases.