Senior Manager of Risk Operations, Trustly

• 8+ years in payments, banking or lending risk operations, including at least 3 years managing teams
• Case investigation depth: working alerts, deciding them, and recognizing the pattern that connects a group of them
• Experience running a queue-based operation to service level, including capacity planning, quality assurance and turnaround reporting
• ACH or EFT domain expertise, including return code families, return rate thresholds and representment
• Experience owning a reporting or response obligation to a bank partner or regulator, including remediation plans and the evidence behind them
• Hands-on ownership of first-line controls execution and controls testing, and of findings raised by second line or audit
• Hands-on ownership of first-line control execution and testing, and of findings raised by second line or audit
• Able to work in decision and return data directly to size queue performance and analyst capacity
• A high standard of written work: procedures, case notes and control evidence that stand up in an audit or a regulatory exam

Desirable

• You will lead the team that works the risk and return alert queues, decides and documents cases, runs representation, and moves accounts to collections at the right point
• You will also own our response to banking partners on return performance, and the first-line controls over the team's work
• You will apply the rules, underwriting criteria and recovery strategy the risk organization sets, and own the consistency, the service levels and the escalation of exceptions
• Lead the risk operations and compliance team across alert handling, case review, representment operations and collections handover
• Own the risk and return alert queues and work them to agreed service levels, with decision accuracy and case aging tracked
• Act as the first line of defense on case review: investigate the case, make the required decisions, and document the reasoning
• Identify emerging patterns in the case flow and hand them to the risk and fraud analytics team with the supporting cases
• Set the standard for case documentation, maintain the playbooks and standard operating procedures, and run quality assurance and calibration across analysts
• Own return rate monitoring against NACHA thresholds and internal limits, and the response to our banking partners, including the remediation plan and the evidence behind it
• Own the criteria and timing for placing accounts with third-party collections, and reconcile recovered funds back to the loss ledger
• Run representment operations, and record the outcome of every case
• Own first-line controls for the team's own processes: self-assessment, controls testing, issue closure, and evidence for audit and regulatory exams
• Act as the escalation point for complex cases and live fraud incidents
• Reduce manual work through tooling requirements and workflow change, plan analyst capacity against volume, and report service levels and turnaround times monthly
• Give frontline feedback on rules and criteria that are firing wrongly to the teams that own them