Risk Operations Senior Manager (Incident Management)

About the Team

This role is part of the Risk Operations department. Risk Operations looks after credit, fraud, payments. This team is critical for Aspire’s growth and sustainability.

About the Role

You are responsible for managing all the risk incidents happened in the organization end-to-end.

• Manage incidents and policy breaches related to: Customer complaints associated with product outage, process issues; Fraud reports; Misallocation of funds to clients, erroneous crediting/debiting of fund to/from clients, late payment of credit card bills, late payments of subscription fees

• Manage incidents end-to-end:

• Setup SOPs associated with different incident types

• Quickly troubleshooting issues & identifying the root cause

• Syncing & liaising with internal teams where needed

• Following up with clients when necessary until incidents are resolved

• Ensuring correct adjustment of client ledgers

• Managing loss recovery processes

• Managing waivers

• Analyse incidents & creating post-mortems of incidents

• Improve policies, processes, and workflows, and build knowledge about these across the team.

• Collaborate with multiple stakeholders to improve risk management and handle incidents, including Product, Engineering, Compliance, Legal, Customer Support, and other operations teams.
  Minimum Qualifications

• At least 8+ years of experience in finance and/or credit operations.

• Proven track record in managing internal stakeholders and clients, demonstrating effective relationship management.

• Strong analytical and detail-oriented mindset, capable of handling complex and large volumes of information while extracting key insights and prioritizing important next steps.

• Excellent communication skills, with the ability to convey key messages effectively to clients and stakeholders, and displaying empathy in interactions.
  Preferred Qualifications

• Previous experience in fintech companies, showcasing knowledge of industry-specific practices and challenges.