Risk

• Lead the RFP department, providing guidance, mentorship and support to ensure the team consistently meets established SLAs and adheres to internal procedures.
• Define, champion, and continuously evolve the strategic framework for all core operational procedures (Payments, Risk, Fraud, KYC), collaborating with senior leadership and cross-functional partners to ensure alignment with organizational objectives and regulatory imperatives.
• Establish clear KPIs and SLAs for the team, monitoring performance to ensure targets are consistently met or exceeded.
• Implement strategies to reduce issues related to Payments, Risk and Fraud, KYC and chargebacks.
• Identify potential vulnerabilities and ensure processes align with industry best practices.
• Act as a key decision-maker in complex investigations, mitigating potential business risks swiftly and effectively to protect customers.
• Lead the identification, evaluation, and integration of cutting-edge technologies and automation solutions to significantly enhance operational efficiency, scalability, and the accuracy of RFP processes.
• Ensure adherence to Anti-Money Laundering (AML), Know Your Customer (KYC), and other regulatory requirements.
• Analyse data and prepare regular reports on fraud trends, payment performance, and risk indicators for management.
• Balance out risk, compliance and customer experience.
• Report on departmental KPIs and overall team performance, communicating key insights to stakeholders across the business.
• Ensure teams are well-trained, coached, and efficient, managing schedules and supporting employee issues to maintain high customer service standards.
• Collaborate cross-functionally with teams such as Payments Product, Customer Support, and Brand Management to refine RFP processes in line with business objectives.
• Own payment acceptance rates across all markets, continuously identifying areas for improvement and driving initiatives to increase success rates.
• Develop and maintain processes to monitor, analyse, and report on payment performance KPIs
• Act as the main internal stakeholder for all PSP operations servicing global brands.
• Manage performance of PSPs, ensuring service quality and availability.
• Take ownership of identifying, evaluating, and sourcing new PSPs based on business needs, market expansion plans, and internal stakeholder requests.
• Lead the end-to-end onboarding and activation process for new solutions, including coordination with Product, Tech, and Compliance teams.

Head of Risk, Fraud and Payments

Head, Risk & Fraud Department