Senior Manager, Head of Integrity Operations

The Team

The north star principle of Integrity at Careem is to minimise losses while enabling a smooth experience. Risk & Business Integrity efforts should provide amazing and fast experiences for good users, and strong friction for fraudsters.

As such, Risk drives a key impact on both profitability and growth, by balancing between:

• Minimising bottom line losses. Losses hurt more than gains feel good: It takes several hundreds of good transactions to make up for a bad one. In addition, fraud deteriorates trust, which is invaluable.
• Enabling top line growth by providing positive risk experiences that increase trust of customers and partners.
• Using resources rationally and advocating effective ways of working.

The Role

• Lead a team of specialists and leads performing Careem integrity operations in all countries where Careem operates.
• Drive operational integrity processes such as transaction reviews, chargeback management, handling of fraud claims from users and drivers, requests from payment partners and banks, proactive monitoring and investigations.
• Continually improve and implement the training modules, upskill the team and liaise with relevant teams to provide the required knowledge.
• Enhance the quality assurance process framework for the team. Maintain a strong flexibility and excellence mindset.
• Ensure integrity operations tooling needs are gathered, documented and worked on within the related product and tech functions.
• Effectively collaborate and manage a smooth escalation interface with front-line customer and driver teams.
• Effectively collaborate with risk policy and data science teams to create or improve data-driven strategies to prevent or manage fraudulent activities such as payment fraud, incentive abuse, fake orders, account take-over, collusion schemes and syndicated attacks.
• Keep abreast of operational fraud management techniques, automation and AI innovations, as well as relevant market solutions.
• Act as integrity operations expert towards other company functions such as product, marketing and business development.
• Lead resource hiring, planning, forecasting and talent progression within the larger Operations and Risk and Business Integrity groups.
• Lead operational reporting and monitoring for the domain, ensure metrics are available and adequate, closely followed and communicated to senior management in a timely manner.

The Candidate

• Problem-solving, positive and constructive attitude is a must.
• Comfort in dealing with ambiguity and operating in a fast-changing super app environment.
• Recognised experience in leading risk operations teams in financial institutions, preferably in online payments or wallet operations.
• Advanced knowledge and experience in payment risk - e-wallet / online payment abuse, gained in a fraud prevention, business integrity or trust capacity.
• Knowledge of credit card scheme rules, chargeback management processes, and banking processes.
• Meticulous attention to detail, structured and data-driven. Ability to synthesise large amounts of unstructured information and generate short and actionable insights.
• Excellent verbal and written communication in English and Arabic, in a clear and concise manner.