Risk Investigations Senior Analyst

1 week ago


Bengaluru, Karnataka, India PhonePe Full time
{"About PhonePe Group

PhonePe is India’s leading digital payments company with 50 crore registered users and 3.7 crore merchants covering over 99% of the postal codes across India.

The company 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.

Culture

At PhonePe, we empower people and trust them to do the right thing. We create an environment where you can own your work from start to finish, right from day one.

We take extra care to make sure you give your best at work every day.

We believe in building technology that impacts millions, ideating with some of the best minds in the country, and executing on your dreams with purpose and speed.

Associate Manager - Risk Investigations

We are on a mission to make everything you do with your money an easy, fast, and secure experience.

The PhonePe Fraud Risk Operations team aims to mitigate risk and improve trust and safety for various PhonePe products.

As an Associate Manager - Risk Investigations, you will have the following core responsibilities:


  1. 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.
  2. Provide leadership and administrative support to your team and manage them to achieve and constantly exceed real-time service levels based on forecast and capacity.
  3. Serves as a leader and POC for resolving internal/external escalations of a supervisory nature.
  4. Set the vision, direction, and culture of the team by managing individual and team performance, expectations, and goals.
  5. Provide individual coaching feedback sessions and conduct weekly/monthly one-on-ones and focus on the people development of your team.
  6. Achieve process improvement via projects that involve one or more teams within the organization.
  7. Focus on identifying key areas for improving trust and safety for the PhonePe platform, improving customer experience by minimizing friction that might be caused due to risk mitigation measures.
  8. Formulate and implement policies and procedures to govern risks.
  9. Cultivate a strong risk culture by creating risk awareness at all levels using structured training programs.
  10. Timely and accurate reporting of risks to Senior Management and stakeholders.
  11. Conduct risk assessments for new projects/initiatives and change management with a view to pre-assess risks.
  12. Define appropriate KRIs with thresholds and monitor violations for identified risks.
  13. Promote sharing of Best Practices across Operations.
  14. Ensure up-to-date knowledge and adherence to regulatory requirements and industry best practices within the team, guiding and training team members as needed.


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