Job description for Risk Management & Dispute Resolution Departement Head at PT Ionpay Networks
Job Description
- Lead and oversee the Risk Management and Dispute Resolution functions, ensuring effective risk governance, fraud prevention, transaction monitoring, and timely resolution of payment-related issues.
- Develop and maintain the company’s Risk Management Framework, including risk appetite, policies, SOPs, risk parameters, KRIs, and control mechanisms.
- Lead fraud detection and transaction monitoring, including fraud rules, risk scoring, transaction review, and mitigation of suspicious or abnormal transactions.
- Oversee merchant risk management, including merchant onboarding assessment, ongoing monitoring, Enhanced Due Diligence (EDD), risk reviews, and suspension or termination of high-risk merchants.
- Assess risks related to new merchants, products, payment methods, channels, and business initiatives, and provide recommendations to management.
- Monitor key risk indicators such as fraud ratios, chargebacks, complaints, suspicious activities, and merchant risk exposure.
- Lead investigation and resolution of fraud, transaction disputes, and payment-related incidents, coordinating with merchants, acquiring banks, payment partners, and internal teams.
- Act as the central escalation point for merchant and transaction-related complaints, ensuring issues are investigated and resolved within SLA, regulatory requirements, and internal policies.
- Oversee end-to-end transaction dispute and refund management across Credit Card, Virtual Account (VA), QRIS, E-Wallet, and other payment methods.
- Coordinate with Legal, Compliance, Operations, Product, Technology, Finance, and Business teams on risk mitigation, investigations, and issue resolution.
- Manage responses to law enforcement requests, investigations, summons, and regulatory inquiries, including incidents involving potentially illegal merchant activities.
- Lead internal audits and regulatory examinations, including risk assessment, audit preparation, findings, recommendations, and follow-up actions.
- Ensure the accuracy and integrity of merchant and risk-related data and reporting to support effective risk monitoring and regulatory compliance.
Requirements
- Bachelor’s degree in Risk Management, Finance, Business, Law, Information Technology, or a related field.
- Minimum 7–10 years of relevant experience in Risk Management, Fraud Management, Payment Risk, Dispute Resolution, or related functions, preferably within fintech, payment gateway, banking, or financial services.
- Proven experience in fraud detection, transaction monitoring, merchant risk assessment, and dispute/refund management.
- Strong understanding of payment transactions and payment methods, including Credit Card, VA, QRIS, E-Wallet, and acquiring processes.
- Experience in developing or managing risk frameworks, policies, SOPs, risk parameters, and control mechanisms.
- Experience handling regulatory examinations, audits, law enforcement requests, and investigations is highly preferred.
- Strong analytical, problem-solving, investigation, and decision-making skills.
- Excellent stakeholder management and communication skills, with the ability to coordinate effectively with internal teams, merchants, banks, payment partners, and regulators.
- Strong leadership skills with the ability to build and manage a high-performing team.
- High attention to detail, strong integrity, and a risk-aware and compliance-oriented mindset.
- Proficient in Microsoft Office, data analysis, and risk monitoring/reporting tools.
