Payment Operations and Fraud Manager

Payment Operations and Fraud Manager

Experience level: Mid-senior

Experience required: 3 Years

Education level: All education level

Job function: Finance

Industry: Electrical/Electronic Manufacturing

Total position: 1

Relocation assistance: No

Visa sponsorship eligibility: No

Your Mission:

• Payments Operations & Issue Management
  • Reporting into the Head of Digital Payments (HODP), you will be a detail-oriented Manager working with our Data Analyst, Engineering and Customer Experience Teams, Global Partners, Global Shared Business Services and Acquiring Banks to deliver compliant 'best in class' payments solutions.
  • You will lead global fraud prevention efforts, manage key acquiring relationships, and support incident investigations, root cause analysis, and reporting to stakeholders and regulators. Working within a small specialist global payments team, you'll focus on strengthening payments operations and fraud prevention primarily in the Americas.

Key Responsibilities:

• Payments Operations & Issue Management
  • Act as the primary contact for payment-related queries , coordinating investigation and resolution across internal teams, PSPs, and acquirers Globally. Primary focus will be Americas.
  • Manage and prioritise payment queries from regional teams , ensuring timely resolution and clear communication.
  • Manage payments contracts and support cost negotiations where necessary.
  • Lead incident management , including root cause analysis, reporting, and preventative actions.
  • Lead the charge against fraud performing investigations & root cause analysis, including reporting and preventative actions. Work with the Data Analyst to provide clear statistics on fraud volumes & impact to the wider business.
  • Identify recurring operational issues and drive long-term fixes and process improvements for example the addition of 3DS in Americas .
  • Work with the Digital Product Owners for Checkout experience team to drive out revenue retention related optimisations .
• Fraud Management & Revenue Protection
  • Lead global fraud operations , working closely with fraud analysts, providers, and regional teams. Priority will focus on non-authenticated fraud globally.
  • Own card fraud investigations & management of card fraud related issues globally.
  • Focus on revenue retention across all markets.
  • Ensure effective monitoring, escalation, and response during high-risk fraud events.
  • Drive initiatives to reduce fraud losses while maximising genuine customer acceptance rates .
  • Oversee chargeback operations globally , including disputes, trends, and performance management across regions (Primary focus on Americas).
  • Balance fraud prevention with customer experience and revenue retention , ensuring minimal false declines.
  • Refine and optimise the fraud tools to drive better conversion.
• Performance Optimisation & Revenue Retention
  • Assist the Payments Team to monitor and improve key payment performance metrics (authorisation rates, authentication success, declines, errors, chargebacks).
  • Work with the Payments Data Analyst to design and refine payments dashboards to clearly show progress in these key areas.
  • Partner with data and product teams to identify optimisation opportunities that improve conversion and reduce revenue leakage.
  • Drive initiatives to improve checkout success rates and customer payment experience globally .
  • Collaborate with PSPs and acquirers to optimise routing, configurations, and performance .
  • Ensure focus on revenue protection , reducing failed payments and recovering lost transactions.
• Stakeholder Management & Global Coordination
  • Build strong relationships with regional teams across Americas , EMEA & APAC acting as a key operational contact for payments queries.
  • Lead regular operational reviews with internal stakeholders and external partners .
  • Provide clear communication and updates on incidents, risks, and performance.
  • Collaborate cross-functionally with Engineering, Product, Customer Experience, Finance, and Fraud teams .
  • Influence stakeholders through data-led insights and operational expertise .
  • Share knowledge and educate wider payments team members.
• Continuous Improvement & Governance
  • Working with the wider team, drive standardisation of processes and operational best practices across all regions.
  • Help develop and maintain Standard Operating Procedures (SOPs) for payments operations and incident management.
  • Ensure operations align with PCI compliance, regulatory requirements, and internal controls including any future regulations.
  • Support global rollout initiatives, ensuring operational readiness and post-implementation stability .
  • Transition the function from reactive issue handling to proactive performance management and fraud prevention .
  • Aim to achieve economies of scale across the group and drive efficiencies to reduce the cost and improve the customer experience
• Third-Party & Vendor Management
  • Work with the Head of Digital Payments to manage relationships with PSPs, acquirers, and fraud providers , ensuring strong operational performance.
  • Coordinate third-party support during incidents and escalations.
  • Monitor vendor performance against KPIs and SLAs.
  • Support commercial discussions to improve cost efficiency and performance outcomes .

Qualifications:

• Essential Experience
  • 3+ years in payments, fraud, or financial operations (e.g., PSPs, schemes, or retail payments functions).
  • Proven fraud management experience in the Americas.
  • Hands-on experience managing payment issues, incidents, and operational processes .
  • Strong understanding of the card payments lifecycle (authorisation, authentication, settlement, chargebacks, fraud).
  • Experience working with global, cross-regional teams .
  • Strong stakeholder management and cross-functional collaboration experience.
• Desirable Experience
  • Experience working with PSPs, acquirers, or fraud tools (e.g. Cybersource, Worldpay, SAP).
  • Experience in e-commerce or multi-channel payments environments .
  • Experience working with Adobe Commerce is advantageous
  • Experience in payments optimisation and performance improvements
  • Understanding of PCI DSS and regulatory requirements .
• Your Skills - What skills are needed for this role?
  • You are a good communicator . You are comfortable presenting to both junior and senior stakeholders
  • You are a logical, structured person who understands both the Finance and Tech elements of your role (FinTech) and can speak "both languages"
  • You have good solid grounding running successful projects
  • You are passionate, driven by results
  • You have a challenging mindset
  • You have great attention to detail and quality
  • You have strong documentation and processes skills
  • You can work as part of a small team in an ever-changing dynamic environment
  • You can support cross functional working between distributed teams and promote collaboration to smoothly deliver dependant workstreams
• Your Impact - How will you make an impact?
  • By ensuring stable, efficient, and scalable global payments operations .
  • By reducing payment failures, fraud losses, and revenue leakage .
  • By improving customer payment success rates and experience .
  • By driving faster resolution of issues and stronger operational governance .
  • By enabling a proactive, data-informed payments operations function globally .
  • By working as a key contributor to the wider payment strategy globally .