Risk Operations Manager at Grab

Get to know the team The Risk Operations team is the first defense of Grab's financial ecosystem. We are a team of dedicated professionals passionate about safeguarding the integrity of our platform. Get to know the role As the Risk Operations Manager, you will report to the Regional Risk Manage and lead the "engine room"—a team of analysts and agents who implement risk mitigation strategies of Chargeback and AML operations for Singapore and Malaysia. Your mission is to bridge the gap between regional strategy and daily execution. As a people leader, you bring fraud expertise to excel in tech-driven environments, and communicate with clarity. You will base onsite in our Petaling Jaya office,. The Critical Tasks you will perform • Lead a team of Analysts. You are responsible for their performance, career development, and daily output, ensuring a culture of "heart, hunger, honour, and humility." • Oversee the daily handling of Chargebacks, and AML investigations. You ensure the "work on the floor" is accurate, timely, and compliant with local regulations. • Manage our BPO partners to ensure external agents meet Grab's goal for quality and efficiency. • Drive team-level initiatives to adopt Generative AI and automation tools. You will work with product teams to ensure the tools your agents use are optimized for speed and accuracy. • Act as the primary contact for other teams (Compliance, Country teams) to ensure operational alignment. You ensure your team achieves zero recurring audit findings by "getting it right the first time." • Lead the delivery of team-specific OKRs. You will translate departmental goals into actionable targets for your agents and monitor their progress through data-driven reporting. • Identify skill gaps within your team and facilitate training on fraud trends, chargeback rules, and compliance to ensure the team is always one step ahead of bad actors.