Fraud Operations Manager

Traveloka; Jakarta Pusat; On-site; IDR 36,000,000 - 60,000,000; Full time

Job summary

Traveloka is seeking a Senior Fraud Operations Lead to manage day-to-day fraud operations across lending, payments, and platform activities, ensuring smooth execution and timely resolution of issues. You will coordinate across fraud investigators, internal teams, and external partners, oversee customer inquiries, escalations, incident management, and loss recovery, and drive workflow improvements.

You will strengthen controls, monitor KPIs, and report on risk posture within Indonesia, aligning

Qualifications

• Minimum 7 years of experience in Fraud Operations or related functions.
• Experience in cross-functional operational activities and stakeholder coordination.
• Understanding of fraud risks, investigation workflows, and controls in Indonesian regulatory context.
• Excellent communication and problem-solving skills.
• Ability to manage multiple priorities and drive tasks to completion.
• Proficient in English for cross-functional communication.

Responsibilities

• Manage day-to-day Fraud Operations across lending, payments, and platform activities, ensuring smooth execution and timely resolution of operational matters.
• Act as a key coordination point across fraud investigators, internal teams, and external stakeholders, ensuring effective communication, alignment, and follow-through.
• Manage fraud-related operational matters, including customer inquiries, escalations, incident coordination, investigation support, and loss recovery activities.
• Coordinate communications with customers, regulators (OJK), law enforcement agencies, business partners, and other relevant stakeholders.
• Track operational issues, case progress, and key performance indicators, ensuring clear ownership, timely follow-ups, and effective resolution.
• Drive improvements in operational workflows, cross-functional collaboration, tools, and automation to enhance overall efficiency and effectiveness.

Skills

Cross-functional coordination

Stakeholder management

Customer escalations handling

Issue resolution

Operations management

Data reporting

English communication

Job description

• Manage day-to-day Fraud Operations across lending, payments, and platform activities, ensuring smooth execution and timely resolution of operational matters.
• Act as a key coordination point across fraud investigators, internal teams, and external stakeholders, ensuring effective communication, alignment, and follow-through.
• Manage fraud-related operational matters, including customer inquiries, escalations, incident coordination, investigation support, and loss recovery activities.
• Coordinate communications with customers, regulators (OJK), law enforcement agencies, business partners, and other relevant stakeholders.
• Track operational issues, case progress, and key performance indicators, ensuring clear ownership, timely follow-ups, and effective resolution.
• Drive improvements in operational workflows, cross-functional collaboration, tools, and automation to enhance overall efficiency and effectiveness.

Job Description

Job ID: MJ000231

Responsibilities

• Manage day-to-day Fraud Operations across lending, payments, and platform activities, ensuring smooth execution and timely resolution of operational matters.
• Act as a key coordination point across fraud investigators, internal teams, and external stakeholders, ensuring effective communication, alignment, and follow-through.
• Manage fraud-related operational matters, including customer inquiries, escalations, incident coordination, investigation support, and loss recovery activities.
• Coordinate communications with customers, regulators (OJK), law enforcement agencies, business partners, and other relevant stakeholders.
• Track operational issues, case progress, and key performance indicators, ensuring clear ownership, timely follow-ups, and effective resolution.
• Drive improvements in operational workflows, cross-functional collaboration, tools, and automation to enhance overall efficiency and effectiveness.

Requirements

• Minimum 7 years of experience in Fraud Operations, Risk Operations, or related functions, preferably in fintech, lending, payments, banking, or e-commerce.
• Strong experience in managing cross-functional operational activities, stakeholder coordination, customer escalations, and issue resolution.
• Good understanding of fraud risks, investigation workflows, operational controls, and Indonesia's regulatory environment.
• Excellent communication, stakeholder management, and problem-solving skills, with the ability to navigate complex and sensitive situations.
• Strong ownership and organizational skills, with the ability to manage multiple priorities and drive matters to completion independently.
• Comfortable working with operational data, reporting, and process improvement.
• Good working proficiency in English for cross-functional communication and reporting.