Airbnb Supervisor Fraud Investigations 

India, Haryana, Gurugram 

930493105

The Difference You Will Make

You will adapt your function to Aircover Scaled Operation and Optimization Priorities, in addition to owning planning and strategy while also helping to set targets for your team. You will present findings at Monthly, Quarterly and Annual Business Reviews. You will build, foster and support your team, while holding team members accountable to expectations and performance.

A Typical Day

• Manage a team of Fraud Investigators with care and empathy, challenging them to meet and exceed expectations in terms of service delivery
• Take ownership for the team’s quality, accuracy and metrics performance whilst holding team members accountable to their own individual performance & quality goals by closely monitoring result trends, setting clear expectations, following-up individually and coaching regularly to develop and improve their skills and behaviors in a tailored way.
• Work closely with cross-functional teams to manage emerging Aircover related risks / threats while enabling business growth and main good customer experience in various markets.

• Proactively look for new capabilities to help collect, analyze, and disseminate actionable risk intelligence
• Develop the knowledge and expertise of the Fraud Investigation team.
• Oversight of team performance and communication with internal partners.
• Guidance and direction for the team on specific complex fraud investigations.
• Develop and implement effective strategies to detect and prevent fraudulent Aircover claims.
• Collaborate with internal departments, such as other Aircover Ops teams, legal, Trust, CS safety to share fraud-related insights, improve fraud prevention measures, and enhance overall operational efficiency.
• Utilize data analytics tools and techniques to identify patterns, trends, and anomalies indicative of fraudulent activities.
• Work with internal stakeholders to develop and deliver training programs to enhance fraud awareness among staff members and promote a culture of fraud prevention throughout the organization.
• Prepare comprehensive reports and present findings to senior management, highlighting key fraud-related metrics, trends, and recommendations for process improvements.

Your Expertise

• Minimum of 5+ years experience and minimum 1+ years experience in supporting the fraud domain
• Strong metrics-based performance management & coaching skills.
• Ability to solve problems and resolve conflict independently, collaboratively, or through delegation including handling challenging customer conversations. Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences.
• Skilled in presenting complex and sensitive customer issues, and making clear, concise recommendations on the course of action.
• Should have an excellent track record of leading with empathy and inspiring teams to achieve exceptional results in performance and quality
• Should have a deep understanding of the customer journey and what great looks like for the claims handling experience
• Should work independently to manage end-to-end people strategy and operations within the team, seeking additional guidance only in complex situations
• Can manage competing priorities whilst establishing clear expectations and clarity among key stakeholders
• Should be passionate about developing and mentoring your team to reach their full potential
• Proven ability to identify and cultivate relationships with key stakeholders representing a broad range of functions and levels.
• Analytical skills to review customer feedback and data to identify trends, issues, and opportunities for challenging the status quo through process improvement.
• Use data to make informed decisions and work independently with rapidly changing priorities.
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive customer experience.
• A regular work schedule of 5 days per week (40 hours), mutually agreed with your Manager, which may include weekend days and company wide / public holidays.

Preferred experience

• 5+ years’ experience in risk management space, preferably in high tech and/or matrixed global organizations.
• 2+ years’ experience in a people manager role and strong track record of leading, recruiting, and coaching high performing teams.
• Demonstrated abilities and experience in fast paced fraud investigations space, preferably in the fintech / insurance space
• Thorough knowledge of fraud investigations, intelligence tradecraft, systems, processes and governance

• Ability to work in a global, fluid environment while possessing an intense focus to execute at a high quality to completion
• Language proficiency in English and a second regional language is a plus.
• Understanding of ‘Third Party Administrators/Adjusters’ concepts is a plus
• Strong knowledge of fraud prevention: Understand techniques, investigative methodologies, and legal aspects related to fraud investigations

Offices: Gurugram, India