Senior Manager, Risk Operations

Trustly•San Francisco, CA

21h•Hybrid

About The Position

The Senior Manager, Risk Operations will lead the team responsible for risk and return alert queues, case decisions and documentation, representment operations, and handoffs to collections. The role owns responses to banking partners on return performance and first-line controls over the team's work. It applies rules, underwriting criteria, and recovery strategies set by the risk organization, while ensuring consistency, service-level performance, and appropriate escalation of exceptions. This role leads risk operations and compliance across alert handling, case review, representment, and collections handover. It oversees return-rate monitoring, banking-partner remediation responses, collections placement criteria, quality assurance, control testing, audit evidence, and operational reporting. The position also identifies patterns in case flow, improves workflows and tooling, plans analyst capacity, and provides frontline feedback on rules and criteria.

Requirements

At least 8 years of experience in payments, banking, or lending risk operations, including at least 3 years managing teams.
Deep case-investigation experience, including working and deciding alerts and recognizing patterns across related cases.
Experience running a queue-based operation to service levels, 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 supporting evidence.
Hands-on ownership of first-line control execution and testing, and of findings raised by second line or audit.
Ability to work directly with decision and return data to assess queue performance and analyst capacity.
Strong written communication skills, with the ability to produce procedures, case notes, and control evidence suitable for audits or regulatory exams.

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 experience with real-time decisioning or fraud platforms and their case-management tooling.
Depth in one or more of gaming, telecommunications, utilities, insurance, or financial services.
Experience working with ODFIs or payment processors on operational risk matters.
Experience establishing 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 risk and return alert queues, working them to agreed service levels while tracking decision accuracy and case aging.
Investigate cases, make required decisions, and document the reasoning as the first line of defense on case review.
Identify emerging patterns in case flow and provide supporting cases to the risk and fraud analytics team.
Set case-documentation standards, maintain playbooks and standard operating procedures, and run analyst quality assurance and calibration.
Monitor return rates against NACHA thresholds and internal limits, and own responses to banking partners, including remediation plans and supporting evidence.
Own criteria and timing for placing accounts with third-party collections and reconcile recovered funds to the loss ledger.
Run representment operations and record each case outcome.
Own first-line controls for team processes, including self-assessments, controls testing, issue closure, and evidence for audits and regulatory exams.
Act as the escalation point for complex cases and live fraud incidents.
Reduce manual work through tooling requirements and workflow changes, plan analyst capacity against volume, and report service levels and turnaround times monthly.
Give frontline feedback to the teams responsible for rules and criteria that are firing incorrectly.