Joshua Manalad

JOSHUA MANALAD MASTER IN BUSINESS ADMINISTRATION - - Pasig, Manila, Philippines PROFESSIONAL SUMMARY Senior Fraud, Risk, and Chargeback Leader with 13+ years of experience in digital payments, online gaming, and banking. Expert in fraud frameworks, chargeback operations, and high-impact investigations. Proficient in tools like Falcon, ThreatMetrix, Sift, Verifi, and Jumio to reduce disputes and strengthen risk controls. Skilled in team leadership, KYC optimization, and translating fraud insights into strategic actions. SKILLS Fraud Tool Integration KPI Setting/Monitoring Risk Mitigation Strategies Workforce Management Planning Fraud Risk Framework Development End-to-End Chargeback Lifecycle Management Cross-Functional Collaboration Team Leadership and Supervision KYC and Verification Process Design SOP Creation & Process Optimization Strategic Fraud and Chargeback Reporting Training, Onboarding & Succession Planning EXPERIENCE Crown Coins Casino - Sunflower Technology Inc. Senior Lead of Payments Risk and Disputes January 2024 - Present Developed and implemented the company’s end-to-end fraud risk framework, incorporating profiling strategies, KYC procedures via Sumsub, and SOPs for account sanctions, dispute handling, and representment timelines. Led fraud and chargeback investigations across digital wallets, using ThreatMetrix for device intelligence and Sift for behavioral analytics to detect suspicious top-ups, unauthorized redemptions, and account misuse. Conducted in-depth analysis of fraud trends, payment declines, and authorization flows; leveraged Falcon to score transactions and enhance real-time rule-based decisioning. Built and maintained fraud and chargeback reporting dashboards using SQL and data visualization tools to monitor dispute volumes, win ratios, and fraud performance across payment channels. Managed representment workflows through Verifi and Ethoca, ensuring timely submission, issuer coordination, and card network compliance. Coordinated with developers and payment processors to configure 3DS authentication and enforce internal controls that reduced friction while improving platform-level fraud prevention. Oversaw resolution of complex fraud escalations and VIP player cases, guiding communication workflows through Zendesk and Intercom to ensure accurate case handling and alignment with internal protocols. Directed workforce planning for 24/7 operations, including shift design, leave tracking, and overtime forecasting to maintain service coverage and team performance. Designed and delivered structured onboarding, upskilling, and leadership training programs to support succession planning and operational scalability. Virtual Gaming Worlds Anti-Fraud, Returns and Chargeback - Lead Consultant July 2022 - January 2024 Developed and implemented fraud profiling strategies using ThreatMetrix for device fingerprinting and Falcon for transaction scoring and behavioral risk analysis, reducing repeat dispute cases by 50% through risk segmentation and automated flagging of anomalies. Investigated high-risk transactions and unauthorized redemptions across digital wallets by leveraging Falcon’s rule-based alerts and ThreatMetrix’s identity graph data to detect coordinated fraud ring activity. Built and maintained a centralized fraud ring database to support cross-functional threat analysis, enabling early detection and preemptive blocks. Managed end-to-end chargeback workflows using Chargebacks911 and Verifi, ensuring timely representments, compliance with card network rules, and improved recovery outcomes. Coordinated with Trust & Safety, Payments, and Product teams to enhance fraud controls, streamline redemptions, and enforce KYC protocols through Jumio's automated ID verification system. Oversaw resolution of complex fraud escalations and VIP player disputes, ensuring SLA adherence and quality assurance across Zendesk communication workflows. Designed and facilitated targeted training sessions for analysts and future team leads, focusing on fraud pattern recognition, dispute handling, and system navigation to support succession planning and operational scalability. Omnipay Inc. Fraud and Risk Manager / Disputes Resolution Head March 2020 - April 2022 Developed and implemented an enterprise-wide fraud risk management framework, aligning operations with BSP, AMLA, and card network compliance standards. Managed fraud detection across issuing and acquiring channels, using machine learning tools and real-time monitoring to reduce unauthorized transactions by 30%. Directed end-to-end chargeback and dispute resolution workflows, boosting recovery rates by 25% while ensuring adherence to card scheme rules and response timelines. Oversaw regulatory reporting processes, including RCL and STR submissions, Day-2 checks, and internal risk control reviews, ensuring full audit readiness. Conducted data-driven fraud analysis using MIS dashboards and adjusted fraud rule parameters in response to evolving risk patterns. Acted as the primary liaison for fraud-related escalations and legal matters, collaborating with Legal, Compliance, and external regulators. Built team capacity through training, coaching, and KPI monitoring, improving performance consistency and risk handling efficiency. Equicom Savings Bank Fraud and Risk Officer December 2015 - February 2020 Executed end-to-end fraud investigations across card, loan, and operational channels, leveraging root-cause analysis, dispute resolution strategies, and direct call-outs to verify suspicious activity and maintain accurate case tracking. Ensured full compliance with BSP, AMLA, and card scheme regulations by managing RCL/STR submissions, conducting Day-2 checks, and performing thorough risk control assessments. Analyzed fraud patterns using MIS data, swiftly adjusted detection rules, and led mitigation initiatives to address emerging threats and reduce financial exposure. Acted as the primary liaison for regulatory audits and legal escalations, collaborating with Legal and Compliance teams to ensure timely and accurate case responses. Mentored staff and led structured training initiatives to foster a proactive risk culture, driving continuous process improvement and operational excellence across the team. Equicom Savings Bank Fraud and Risk Analyst January 2014 - December 2015 Investigated suspicious transactions, chargebacks, and high-risk account behavior to proactively identify and mitigate potential fraud. Utilized fraud detection tools and machine learning models to analyze transaction patterns, detect anomalies, and adjust parameters to counter emerging threats. Ensured compliance with card scheme rules, industry standards, and internal benchmarks related to authorization rates and approval processes. Conducted Risk and Control Self-Assessments (RCSA) and generated regulatory risk reports for internal stakeholders and external auditors. Collaborated with Compliance and Audit teams to address regulatory requirements and support audit readiness. Designed and maintained risk models for credit scoring and operational risk assessments. Led resolution of high-impact fraud escalations in coordination with cross-functional teams, ensuring timely closure and adherence to regulatory protocols. Equicom Savings Bank Collections Associate June 2012 - December 2013 Negotiated repayment terms and handled overdue accounts, maintaining a 70% recovery rate. Submitted reports on default accounts and fraud-related cases to credit bureaus Maintain professional communication with clients and stakeholders to ensure transparent handling of collections and fraud-related matters. EDUCATION Eulogio Amang Rodriguez Institute of Science and Technology Masters in Business Administration - Polytechnic University of The Philippines Bachelor in Banking and Finance - CERTIFICATIONS Civil Service Professional Eligibility Lean Six Sigma Yellow Belt Certified