Senior Manager, Risk Operations
About this role
WHO WE ARE
At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.
Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.
Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.
About the team The Data team at Trustly is the backbone of our decision-making and product innovation. We are a global, multidisciplinary collective of Software Engineers, Data Engineers, Machine Learning Specialists, Scientists, and Analysts who believe that data is more than just rows and columns - it is the fuel for a more transparent financial ecosystem.
We operate at the intersection of high-scale engineering and deep financial intelligence. Our team processes millions of transactions in real time, turning complex Open Banking signals into seamless payment experiences. We pride ourselves on a culture of intellectual curiosity, technical excellence, and extreme ownership.
ABOUT THE ROLE
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.
WHAT YOU'LL DO
- 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.