Customer Protection Manager

Responsibilities:

• Deliver and enhance fraud prevention strategy for the prevention or minimization of fraud risks
• Establish the vision for fraud mitigation at Bitkub, and lead a team focused on preventing fraud and money laundering
• Oversee the hiring and training of customer protection personnel to ensure an effective team
• Set customer protection team policies, procedures, and objectives
• Ensure team members of a fraud investigation unit maintain a high level of integrity in performing job duties
• Collaborate cross-functionally with engineering, product, compliance, and operations to make sure that the fraud systems and tools are effective and efficient in detecting potential risks
• Assist the operation teams in managing fraud events and ensuring proper/timely escalation
• Identify relevant emerging risks and fraud-related trends
• Create education and training materials for employees and customers on common fraud trends and techniques
• Maintain records of all investigative operations and the analysis results

Qualifications:

• Bachelor’s degree in any related field
• Minimum 5 years of experience in fraud-related role
• Minimum 3 years of experience in management level
• Strong English and Thai communication skills
• Able to manage multicultural and diverse teams
• Strong understanding of training or operations development tools and concepts
• Solid foundation in data analyzation, root cause, and learning-need analysis by using various data sources
• Strong mindset in people development
• Project management and planning skills
• Strong mentoring, prioritizing, task-delegate, and coaching skills
• Strong leadership qualities with excellent communication and interpersonal skills

Nice to have:

• Experience in Digital Assets Market, Capital Market, or Financial Market will be advantageous; and one must have initiative and a good working attitude
• Experience working in the cryptocurrency field or financial services more broadly
• Years of experience in the Operations or Customer Support field
• Work experience in a high-growth startup or tech company
• General understanding of KYC/ AMLO requirements
• Well understanding of the law