Manager Risk Management

5 days ago

Taguig, Philippines DigiPlus Interactive Corp Full time

Overview

Role focused on proactive monitoring of customer complaints, platform technical metrics, and operational data anomalies to identify user risk, performance degradation, or business-critical failures early, and to drive resolution with cross-functional teams.

Responsibilities
  • Continuously monitor support ticket trends and customer complaint data
  • Develop a complaint risk grading framework and flag zero-tolerance or repeat issues
  • Collaborate with business stakeholders to analyze and respond to high-risk complaints
  • Track key technical performance indicators such as page load time, session duration, and bounce rate
  • Set up real-time anomaly detection to identify backend bottlenecks or performance drops
  • Work with tech and product teams to optimize technical experience at scale
  • Monitor business KPIs for abnormal fluctuations (e.g., registration, conversion, payment success)
  • Conduct root cause analysis and recommend preventive actions or process changes
  • Build alerting systems and daily tracking mechanisms to support business continuity
  • Identify friction points from user behavior, feedback, and funnel analysis
  • Collaborate with CS, Product, and Operations to execute user-centric improvement initiatives
  • Drive implementation of data-backed strategies to enhance satisfaction and retention
Qualifications
  • Bachelor’s degree or above in Information Systems, Data Analytics, Risk, Product, or related fields
  • 10+ years of experience in data analytics, customer service risk management, user experience, or platform operations
  • Familiar with complaint management processes, service QA systems, and risk flagging methodologies
  • Skilled in analyzing technical experience metrics (e.g., performance, funnel, session behavior)
  • Proficient in tools like SQL, Excel, Tableau, GA, Mixpanel, or equivalent platforms
  • Strong cross-functional coordination and risk escalation communication skills
  • Fluent in Chinese and English; Portuguese is a plus
  • Must be able to multi-task and manage multiple partners simultaneously
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Strategy/Planning, Accounting/Auditing, and Analyst
Industries
  • Financial Services, Technology, Information and Media, and Gambling Facilities and Casinos

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