As the Payments Risk Operations Lead you will be responsible for managing the day-to-day operations of your regional Payments Risk Operations team to maintain a balance between the individual contributions of each team member and the overall goals of the team.

You will provide insight based on your expertise to implement the team’s strategic initiatives and  allocate resources across workstreams to ensure adequate coverage at all times.  You will manage prioritization and provide team support. You will be the regional team’s primary point of contact and interact with different stakeholders (at all levels), sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality. 

Responsibilities

• Manage and lead a team of Specialists to successfully deliver on strategic initiatives
• Serve as Payment Risk Subject Matter Expert to help guide agents through challenging or ambiguous cases, workflows or projects
• Responsible for driving overall success of team including managing prioritization, delegation, and overall accountability of team
• Participate in recruitment, hiring and onboarding of new team members
• Provide guidance, mentorship, and career development to members of the team
• Ownership and management of partner performance and relationship management, including leading Service, Monthly, and Quarterly business reviews with Partner sites
• Serve as project lead, as assigned, and work alongside Project Managers to arrange the project logistics
• Assess and analyze team output and metrics to identify and escalate possible trends related to incoming volumes to management along with feasible solutions to mitigate these
• Work with Operations Leads and cross-functional teams to develop and enhance internal tools and processes.
• Serve as a liaison to the other shared services and specializations, including Training, Quality, and Partner Management team of the Payment Risk Operations team

Preferred Qualifications

• Conceptual knowledge of theories, practices and procedures within payments and marketplace risk management
• Functional knowledge through four or more years of formal education (e.g., university or college degree) or equivalent work experience
• Must be available for a regular full-time schedule, mutually agreed with your Lead, which may include weekend days and public holidays. Shifts may include evening or early morning hours
• Genuine passion for developing and leading people
• Strong communication and organizational skills
• Ability to motivate and inspire a team during high pressure seasonal cycles, remaining outcome focused