Senior Manager, Risk Operations & Compliance

Trustly•San Francisco, CA

5d•$250,000 - $260,000•Hybrid

About The Position

This role is for a Senior Manager, Risk Operations & Compliance at Trustly, a global leader in Open Banking Payments. The position involves leading a team responsible for managing risk and return alert queues, case documentation, representation, and collections. The role also includes owning the response to banking partners regarding return performance and implementing first-line controls. The successful candidate will apply established risk rules, underwriting criteria, and recovery strategies, ensuring consistency, meeting service levels, and managing exceptions.

Requirements

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.

Nice To Haves

Bachelor's degree in business, finance, economics or a related field.
Experience with third-party collections or recovery, including placement criteria and measured recovery rates.
Hands-on use of real-time decisioning or fraud platforms and their case management tooling.
Depth in one or more of gaming, telco, utilities, insurance or financial services.
Experience working with ODFIs or payment processors on operational risk matters.
Experience standing up a new operations function or team, including hiring.

Responsibilities

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.