NikePayment Risk Manager EMEA - Digital Loss Prevention
Aug. 2018 - Mar. 2021Amsterdam Area, NetherlandsMain responsibilities: Leadership - manage and develop a team of professionals of varying skillset and tenure, including order reviewers and chargeback analysts, to detect and resolve payment risks including fraud losses. Track key metrics, analyze performance to industry standards, ensure resources are properly aligned to the execution of key priorities. Provide direction and support to ensure team meets performance expectations and has the proper coaching and tools to be successful. Manage resource planning, budgeting and workloads of Digital Loss Prevention EMEA Team. Risk and compliance management - lead payment risk mitigation in Nike digital business including fraud risk management. Maintain industry knowledge of e-commerce payment risk trends, and performance drivers. Protect Nike and consumers from high-risk activities through management of loss mitigation processes. Ensure appropriate guidance with regards to sensitive data governance, access and usage. Strategic operations management – monitor existing metrics against scorecards and partner with internal and external teams to identify trends, behaviors, processes, and system improvement opportunities.
Track and mitigate resellers activity, support BOT mitigation for EMEA, meet business volumes with dedicated resources on SNEAKRS, Nike App and Nike.com. Cooperation and process support with cross functional partners – Customer Service / Supply Chain / Payment Operations / Digital Finance / Brand Protection / Legal / Security / Law Enforcement. Vendor management – direct and continuous cooperation with AI anti-fraud system provider: rules calibration, process implementation, internal training and support. Build and maintain partnership with carriers i.e., DPD / UPS for tracking and flagging suspicious behaviors.