Fraud Detection Supervisor

DiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world's transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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We are looking for a Fraud Detection Supervisor to join our team at Didi. This position is for a 24/7 Fraud Detection Supervisor responsible for identifying and managing high-risk transactions while ensuring effective fraud mitigation with minimal impact on the customer experience. The role involves close collaboration with the Investigations, Strategy, and QA teams to enhance detection accuracy, optimize rules, and reduce false positives. It also includes overseeing the inbound team handling authorization-related calls and ensuring consistent monitoring of key operational metrics such as KPIs, attendance, and team performance. Experience in risk management, operational leadership, and knowledge of synthetic fraud is essential for success in this role.

•    Identify and manage customer authorization issues reported by the customer service team, providing timely and effective solutions.
•    Handle risk events detected and alerted in the system, identifying suspicious transactions and making informed decisions. 
•    Manage high-risk accounts once fraud events are confirmed, ensuring a fast and efficient response.
•    Participate in strategic and tactical fraud mitigation efforts to minimize losses while maintaining a high level of customer service. 
•    Collaborate with Investigations, Strategy, Business Intelligence, Chargeback, and Customer Service teams to manually audit and review false positives from fraud rules, enhancing the user experience.
•     Work closely with the QA team to improve the fraud analysis quality of the analysts under their supervision.
•     Supervise team performance through continuous monitoring, one-on-one sessions, feedback, and incident reporting.
•     Oversee the inbound team handling transferred calls from customer service to resolve authorization cases. 
•    Ensure the proper functioning of the 24/7 operation, monitoring key metrics such as attendance, KPI compliance, and fraud detection rates.

•   Advanced (fluent) proficiency in a second language: English or Chinese. We are looking for candidates who can communicate fluently in a professional enviroment, both spoken and written.

• years of work experience, with at least 1 year in the risk management industry.
•    Experience in credit card transaction risk management or fraud detection.
•    Strong knowledge of synthetic fraud and fraud prevention strategies. 
•    Proven leadership skills with experience managing teams in a 24/7 operation. 
•    Excellent written and verbal communication skills, with the ability to influence different levels of the organization. 
•    Ability to work autonomously, prioritizing multiple objectives in a dynamic environment. 
•    Experience in designing risk management strategies and generating insights that serve as recommendations for other teams.
•    Strong analytical skills to detect fraud patterns and contribute to the continuous improvement of detection processes. 
•    Results-oriented mindset with a focus on process optimization and operational efficiency.

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

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