Senior Fraud Risk & Operations Specialist

DANA Indonesia; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

DANA Indonesia is seeking an L3 Risk Associate to manage complex fraud cases, monitor incidents, and strengthen risk operations from Jakarta. You will coordinate with Legal, Risk, Customer Service, and external authorities to resolve issues and improve controls.

Responsibilities include BPO governance, process improvements, and providing analytical insights to support business and risk decisions. A background in fintech or financial services plus strong data skills is preferred.

Qualifications

• Bachelor's degree in Business, Management, Information Systems, Finance, Law, or a related field.
• 2–4 years of experience in Fraud Operations, Risk Management, Customer Operations, or Financial Services.
• Experience handling complex customer escalations, fraud investigations, and operational risk cases.
• Experience managing BPO/vendor operations, including SLA, backlog, productivity, and quality monitoring.
• Strong stakeholder management and communication skills across Risk, Legal, Compliance, Product, and Operations.
• Knowledge of fraud prevention, transaction monitoring, and regulatory processes; fintech or banking experience is a plus.
• Proficiency in Excel and PowerPoint; familiarity with SQL, Kibana, Tableau preferred.

Responsibilities

• Manage and investigate complex fraud cases and customer escalations, involving Legal, Risk, Customer Service, and external authorities.
• Monitor fraud incidents, alerts, complaint trends, and emerging patterns to identify risks.
• Conduct root-cause analysis and drive containment and risk mitigation initiatives.
• Support regulatory, legal, and law enforcement investigations with case information.
• Manage BPO operations, including SLA, backlog, productivity, and quality monitoring.
• Provide guidance to BPO Team Leaders and drive actions to improve service quality.
• Identify operational gaps and implement process, SOP, workflow, and automation improvements.
• Collaborate with Risk, Legal, Compliance, Product, Operations, and others to resolve issues and strengthen controls.
• Support incidents, investigations, product launches, and cross-functional initiatives.
• Prepare operational analyses and recommendations for decisions.

Skills

Analytical thinking

Problem-solving

Stakeholder management

Communication skills

Education

Bachelor's degree in Business, Management, Information Systems, Finance, Law, or a related field

Tools

Microsoft Excel

PowerPoint

SQL

Kibana

Tableau

Job description

DANA Indonesia is seeking an L3 Risk Associate to manage complex fraud cases, monitor incidents, and strengthen risk operations from Jakarta. You will coordinate with Legal, Risk, Customer Service, and external authorities to resolve issues and improve controls.

Responsibilities include BPO governance, process improvements, and providing analytical insights to support business and risk decisions. A background in fintech or financial services plus strong data skills is preferred.