Your responsibilities will include:

Audit Findings Management

• Review and address audit findings promptly, ensuring compliance with regulatory requirements and internal policies.
• Develop and implement corrective action plans to mitigate risks identified during audits

Fraud Operations

• Lead the fraud operations team to detect, investigate, and prevent fraudulent activities on the platform. 
• Develop and enhance fraud detection algorithms and tools to stay ahead of emerging threats.  

AML Operations 

• Oversee AML compliance efforts, including customer due diligence, transaction monitoring, and suspicious activity reporting. 
• Stay abreast of evolving AML regulations and implement necessary changes to maintain compliance.

Front Line Operations 

• Indirect monthly management and supervision of the front-line customer servicing team (COPS) to ensure SLAs while optimising on the OPEX and CAPEX costs pertaining support resources

Second Line Support Queries:

• Provide expert support to address escalated customer queries and issues beyond the capacity of front-line support teams. 
• Collaborate with cross-functional teams to resolve complex customer issues efficiently.

Refunds Management:

• Develop and maintain refund policies and procedures to ensure timely and accurate processing of refund requests. 
• Analyse refund trends and implement measures to minimize refund-related risks.

Reconciliation:

• Oversee reconciliation processes to ensure accuracy and completeness of financial transactions.
• Investigate and resolve discrepancies in a timely manner to maintain data integrity..

Incident Management:

• Develop and implement incident response protocols to effectively manage operational disruptions, security breaches, and other incidents.
• Coordinate with internal teams and external stakeholders to minimize the impact of incidents on the platform.

Ad Hoc Operational Issues:

• Address ad hoc operational issues promptly, utilizing problem-solving skills and cross-functional collaboration
• Implement preventive measures to mitigate the recurrence of operational issues.

The Ideal candidate for this role will have:

• Must have technical / professional

qualifications: 

• Bachelor’s degree in Business Administration, Finance, or a related field will be preferred. 
• Advanced degree or professional certification (e.g., CAMS for AML) is a plus. 
• Proven experience of 10 years in operations management, preferably in the technology or financial services industry.