Job Id : CLI-45832-5
Job Type: Contractual
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.
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