Anti-Fraud Manager

At Richemont Americas, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Anti-Fraud Manager - Richemont, Dallas

OVERVIEW

The Anti-Fraud Manager oversees, leads and ensures the coordination, implementation and operational running of the anti-fraud organization for the Americas (US, Canada, with potential to expand to additional markets). This individual is responsible for the development of the regional anti-fraud and payment strategy, aligning to the Group anti-fraud framework and guidelines while adapting to the local market and Maisons’ needs. This includes phone and web order review, debit/ credit card processing, fraud challenger, fraud risk analysis, investigations, and recoveries for Maisons across the Jewelery, Watchmaking and Fashion & Accessories divisions, across all channels. This role is a part of the Group’s strategy to enhance anti-fraud capabilities across the business and elevate the client experience.

This individual will build the knowledge base of fraud for the Americas and advise Regional, Group and the Maison stakeholders through developing strong relationships with them. This individual maintains a pulse on the latest digital platforms and relevant payment systems in the payment services industry. This individual is a results-driven, analytical leader with extensive experience in payment fraud and excited by an everchanging environment.

KEY RESPONSIBILITIES & DUTIES

Manage Anti-Fraud Operations for the Americas (60% of working time):

• Operations
  • Deliver on Anti-Fraud KPI’s: ensure fraud/chargeback and authorization rates outperform the industry average
  • Frontline control over all payment transactions for phone, web, and pay-by-link orders
  • Manage and review the performance of Anti-Fraud tools daily
  • Manage internal and external providers to ensure effective running, maintenance and updating of tools to deliver on optimal performance
  • Liaise with PSP/ Credit card acquires to monitor daily operations & industry trends
  • Execute business process improvement initiatives to streamline operations
  • Support Consumer Payment Services team in investigating new payment methods relevant for the market
• Risk Management, Analytics and Reporting
  • Responsible for analyzing, identifying opportunities, and providing transparency to fraud activities
  • Manage tuning of fraud models and systems developing individual brand risk matrixes to optimize acceptable levels of risk
  • Serve as a key contact to brands on improving the measurement and reporting of fraud, updating fraud rules and developing future rules
  • Maintain daily contact with ECOM & Commercial Managers to advise on transactions and provide weekly/monthly reports and analytics
  • Analyze results of payment processing and other e-commerce operations to identify issues, trends, and areas of opportunity
• Claim management
  • Manage all ECOM chargebacks and respond promptly and effectively
  • Gather supporting elements and documents to support the claims process
  • Communicate all chargeback disputes to the local finance teams
• Collaboration & Training
  • Develop and deliver Retail Anti-Fraud training program for Retail & Finance teams (RFBO)
  • Providing ongoing support to Retail Teams & RFBO on anti-fraud topics
  • Provide Fraud awareness training for new Client Relations Center CRC Ambassadors
  
  

Governance, Reputation and Compliance (10% of working time):

• Develop and maintain Anti-Fraud framework for Retail & Ecom
• Develop and maintain fraud knowledge database for Anti-Fraud Team and functional stakeholders
• Develop and maintain process to mitigate loss through lost or missing parcel claims
• Update the group on the latest legislations impacting Fraud & Payments

Organization & Talents (25% of working time):

• Oversee and cultivate a team of high performing fraud Analysts, ensuring team is up to date with latest fraud best practices and trends
• Provide direct supervision of the team to enable them to work independently and deliver on the anti-fraud KPIs

Project support (5% of working time):

• Initiate and support continuous improvement as needed
• Act as a subject matter expert on regional payment and anti-fraud projects
• Ensure successful functional project implementation
• Identify priorities and resource allocation
• Supervise project status updates and participate in project meetings
• Drive change management and communication in anti-fraud organization

PROFILE

Education:

• Bachelor’s degree
• Professional certification in Anti-Fraud strongly preferred (example: MRC or Fraud Practice certifications)

Learning on job & technical skills:

• 3 - 5 years of experience in digital anti-fraud management, strong preference for previous retail and/or luxury experience
• Debit/ Credit Card fraud management or fraud investigations experience supporting retail and digital businesses
• Knowledge of the Credit and Debit Card Association rules and regulations involving chargebacks
• Highly analytical and data oriented with prior experience in creating fraud detection rules and reporting systems
• In-depth problem-solving skills using current and advanced fraud detection strategies that will maximize the use of available technology
• Knowledge of fraud management systems, rules customization and order management systems
• Prior experience in directly managing or supervise others is a plus

Other Skills and Attributes:

• Ability to build good relationships and network, and to manage ambiguity and change
• Strong leadership, communication and influencing skills
• Proficiency in performing statistical calculations/ analysis, including interpretation of results to non- technical audience
• Excellent verbal, written, and presentation skills required
• Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook) knowledge of database software and CRM tools
• Occasional travel necessary

Languages: Fluent English

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.