External Affairs & Risk Lead
Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia and the Philippines. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.
Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across in SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.
The Role
As a payment service provider processing millions of transactions we face issues from time to time that require crisis management, such as fraudulent activities conducted by 3rd parties within our ecosystem. These incidents require a rapid response to ensure the situation is contained to minimize impacts to the organization.
The External Affairs & Risk Lead will be responsible to manage incidents from end to end. From liaising with external stakeholders such as our litigation lawyers and the authorities, to managing internal teams that will be required to contain the situation.
You will also guide the communications and interactions for any operational risk related issues, which includes interaction with fraudulent and problematic merchants, to ensure Xendit’s interests are best represented.
Outcomes
Expectations
1 Month
- Understand our company structure, products, business models
- Identify the type of business or Industry heat mapping based on regulator/authority concern
- You’ve built relationships with other relevant departments to create an incident task force
- Review past incident reports, interview relevant team members that were involved
- Create template responses and actions to be used to deal with different types of incident responses including SLAs to be proposed internally
3 Months
- Initiate and lead Business Critical Incident Management calls, gathering required resources to remediate the issue as quickly as possible
- Provide business impact updates to stakeholders and leadership as required (in verbal and written form)
- Prepare customer facing communications for status updates and incident reports
- Capture Incident details and update all necessary tools and documents
- Lead in Post Mortem meetings and work with Problem and Change Managers to drive technical teams to define root cause
6 Months
- Ensure that the detection, initial diagnosis and prioritization of all incidents is effectively and consistently applied.
- Continuously improve SOPs and responses protocols with key metrics
- Build and maintain relationship with relevant external stakeholders
- Make recommendations and able to build internal monitoring system for future proofing improvements
- Work with relevant divisional PICs to ensure appropriate improvements are made from root causes identified from solved past incidents
9 Months
- Proactively monitor and able to build preventative policies to reduce future fraud risks
What we’re looking for
Behaviors
You are willing and able to...
- Thrive in uncertain and ambiguous environments
- Translate strategy into execution plans and action
- Create clarity and drive focus in complex and dynamic contexts
- Get your hands dirty to support your team, despite the leadership role
- Dive deep into the technical details of the product and APIs
Experience
- Previous experience in similar roles
- Comprehensive knowledge in litigation and non-litigation law would be required
- Payments industry experience would be plus point
- Experience in PMO
- Experience interacting with all levels of management
- Experience participating in Incident Post Mortems and/or Root Cause Analysis investigations
- Ability to meet challenging targets within tight deadlines
- Experience creating and improving processes (Primarily Incident Management)
Relevant Skills
- Good analytical skills, structured and methodical approach
- Ability to work independently and make decisions where necessary
- Excellent English and Indonesian communication skills (written and oral)
- Ability to simplify complex contexts into layman terms
