Risk Services Team Manager

conduet; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Conduet is seeking an experienced Risk Services Team Manager to lead a team responsible for Payment Escalations, Fraud Investigations, KYC Verifications, and Chargeback Management. This role drives team performance, service delivery, quality, compliance, and resolution of complex customer and payment-related cases.

The successful candidate will provide day-to-day leadership and coaching while ensuring operational excellence across multiple risk-focused functions.

Qualifications

• Minimum 3 years of leadership experience in Payments, Fraud, Chargebacks, KYC, Compliance, Risk Operations, or related functions.
• Proven experience managing teams against SLAs, KPIs, and quality targets.
• Strong understanding of fraud investigations, payment escalations, chargeback lifecycles, and KYC/AML processes.
• Experience using case management systems, PSP portals, or dispute management platforms.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Lead, coach, and develop a team of agents and specialists across Payments, Fraud, KYC, and Chargebacks.
• Conduct regular 1:1s, performance reviews, and coaching sessions.
• Manage team schedules, attendance, and resource planning to ensure adequate coverage.
• Identify performance and skill gaps and implement targeted development plans.
• Support recruitment activities, including assessments and interviews.
• Drive accountability for SLA achievement, quality standards, productivity, and customer outcomes.
• Oversee escalated payment issues, fraud investigations, and suspicious activity reviews.
• Support resolution of complex cases that require advanced judgment or have no existing precedent.
• Monitor fraud trends and reporting to identify risks and improvement opportunities.
• Review and approve high-risk player redemptions and account actions.
• Ensure accurate and timely completion of KYC verification processes.
• Review escalated verification cases involving higher-risk customers or complex scenarios.
• Ensure adherence to AML/CTF requirements and Enhanced Due Diligence procedures.
• Maintain audit-ready documentation and support compliance initiatives.
• Oversee chargeback case management, dispute escalation, and representment activities.
• Monitor chargeback trends and performance metrics.
• Manage high-value and complex chargeback cases.
• Ensure timely processing and escalation of disputes across all intake channels.
• Produce and present daily, weekly, and monthly performance reports.
• Analyze trends and provide recommendations to improve processes, efficiency, and risk controls.
• Escalate operational issues, system defects, and process gaps as needed.
• Partner with internal stakeholders to implement process and policy enhancements.

Skills

Leadership

Payments

Fraud

KYC

Chargebacks

Compliance

Risk Operations

Tools

Zendesk

Case Management

Job description

We are looking for an experienced Risk Services Team Manager to lead a team responsible for Payment Escalations, Fraud Investigations, KYC Verifications, and Chargeback Management. This role is accountable for team performance, service delivery, quality, compliance, and the resolution of complex customer and payment-related cases.

The successful candidate will provide day-to-day leadership and coaching while ensuring operational excellence across multiple risk-focused functions. You will partner closely with Support, Compliance, Product, and Risk stakeholders to protect the business and deliver a seamless player experience.

Key Responsibilities

• Lead, coach, and develop a team of agents and specialists across Payments, Fraud, KYC, and Chargebacks.
• Conduct regular 1:1s, performance reviews, and coaching sessions.
• Manage team schedules, attendance, and resource planning to ensure adequate coverage.
• Identify performance and skill gaps and implement targeted development plans.
• Support recruitment activities, including assessments and interviews.
• Drive accountability for SLA achievement, quality standards, productivity, and customer outcomes.

Payments & Fraud

• Oversee escalated payment issues, fraud investigations, and suspicious activity reviews.
• Support resolution of complex cases that require advanced judgment or have no existing precedent.
• Monitor fraud trends and reporting to identify risks and improvement opportunities.
• Review and approve high-risk player redemptions and account actions.

KYC & Compliance

• Ensure accurate and timely completion of KYC verification processes.
• Review escalated verification cases involving higher-risk customers or complex scenarios.
• Ensure adherence to AML/CTF requirements and Enhanced Due Diligence procedures.
• Maintain audit-ready documentation and support compliance initiatives.
• Oversee chargeback case management, dispute escalation, and representment activities.
• Monitor chargeback trends and performance metrics.
• Manage high-value and complex chargeback cases.
• Ensure timely processing and escalation of disputes across all intake channels.
• Produce and present daily, weekly, and monthly performance reports.
• Analyze trends and provide recommendations to improve processes, efficiency, and risk controls.
• Escalate operational issues, system defects, and process gaps as needed.
• Partner with internal stakeholders to implement process and policy enhancements.

Required Qualifications

• Minimum 3 years of leadership experience in Payments, Fraud, Chargebacks, KYC, Compliance, Risk Operations, or related functions.
• Proven experience managing teams against SLAs, KPIs, and quality targets.
• Strong understanding of fraud investigations, payment escalations, chargeback lifecycles, and KYC/AML processes.
• Experience using case management systems, PSP portals, or dispute management platforms.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience within iGaming, Social Casino, Sweepstakes, FinTech, or other high-volume digital environments.
• Experience leading teams across multiple specialized functions.
• Familiarity with Zendesk or similar CRM platforms.