Senior Manager/ Director, Payment Risk Operations

Senior Manager/ Director, Payment Risk Operations

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

Overview

The Payment Risk Senior Manager/ Director will own and lead the end-to-end payment risk function, with a strong focus on company card chargeback operations and deep-dive transaction forensics. This role ensures robust protection of the business against fraud, operational loss, and reputational risk, while supporting growth and an excellent customer experience. The successful candidate will balance strategic leadership with hands-on operational oversight, leveraging analytics, automation, and strong cross-functional partnerships.

What You'll Be Doing

1. Define and execute payment risk strategy, policies, and controls across all entities.
2. Manage end-to-end chargeback lifecycle for company cards, including evidence, representment, and recovery.
3. Perform deep-dive transaction investigations to detect fraud patterns, conduct root-cause analysis, and strengthen controls.
4. Collaborate with Data Science/Analytics to enhance fraud models, detection thresholds, and real-time monitoring systems.
5. Partner with Product, Finance, Fraud Ops, Compliance, and Engineering to reduce risk while improving approval rates and customer experience.
6. Partner with Compliance and Legal to ensure adherence to local and international regulations.
7. Deploy automation and analytics to enhance efficiency and accuracy of risk operations.
8. Lead, mentor, and develop a high-performing team; provide senior management with risk reporting and insights.
9. Scale and optimize risk operations, embedding SLAs, QA, and case management workflows.
10. Leverage automation, AI, and machine learning to reduce manual workload in chargeback handling and fraud detection.
11. Monitor operational KPIs, ensuring consistent balance between fraud prevention and customer approval rates.

What We Look For In You

• Minimum 8+ years of experience in payment risk, chargebacks, compliance, or fraud management, preferably within the financial services or blockchain industry.
• Proven experience with card scheme chargeback operations and dispute management.
• Track record of experience with blockchain fraud detection and understand the regulatory (e.g., SEC, CFTC) requirements.
• Strong knowledge of payment ecosystems, fraud typologies, and AML frameworks.
• Skilled in data analysis, fraud/risk tools, and case management systems.
• Strong communication, interpersonal, and leadership skills.
• Ability to work independently and manage multiple priorities simultaneously.
• Demonstrated leadership in global or matrix environments.

Success Metrics

• Fraud loss rate and chargeback ratio reduction
• Higher chargeback win and recovery rates
• Increased automation and lower manual workload
• Strong audit/regulatory outcomes
• Team capability and retention

Perks & Benefits

• Competitive remuneration package (Basic Salary + Yearly Bonus).
• Meal Allowance up to RM 500/month
• Monthly Team Building
• RM 3500 Benefits per annum (Training, Wellness & Flexi Benefits)
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.