EML Payments

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

What You’ll Do

As a Senior Financial Crime Operations Manager, you will play a key role in shaping the future of financial crime operations as part of a wider global transformation. Reporting directly to the Director of Financial Crime Operations, you will take full accountability for the delivery of fraud, screening, AML transaction monitoring and chargeback processes in North America, while actively contributing to the evolution of how financial crime is managed across the organisation.

You will bring strong operational leadership to strengthen controls, embed best practice and drive continuous improvement, while ensuring alignment with both local regulatory, banking partner expectations and broader group standards.

Key Responsibilities

Lead and mentor a team of analysts in the US and Bulgaria, holding accountability for the delivery and outcomes of fraud, screening, AML transaction monitoring and chargeback operations in North America.
Act as the primary escalation point in North America for complex financial crime cases, including large‑scale fraud events, and work directly with payment schemes, banking partners and internal stakeholders to drive resolution.
Partner with Sales, Technology, Compliance and Operations to assess new business opportunities, providing clear, risk‑based operational input on financial crime exposure.
Establish clear performance goals, conduct regular 1:1s and oversee training and development programs.
Maintain strong stakeholder engagement, proactively communicating developments, issues and blockers within the first line of defence, and presenting practical solutions to resolve incidents.
Work with the Head of Fraud and Head of Financial Crime Operations on enhancements to detection rules, scoring models and automated workflows in fraud, AML and chargeback platforms.
Engage directly with customers where required to support the timely and effective resolution of financial crime and chargeback cases.
Allocate resources to effectively balance workload across the various functions under your management.
Monitor case aging and resolution to ensure SLAs are met and backlogs are actively avoided.
Ensure consistent quality in case documentation, evidence gathering and decision rationale.
Prepare and deliver management and regulatory reports on workload, case quality and case outcomes.

What You’ll Bring

Experience leading a team conducting AML, fraud and chargeback processes in an operational, 1LOD environment.
Knowledge of ecommerce fraud, card-not-present fraud and friendly fraud on card payment products.
Solid understanding of chargeback rules, payment schemes (Visa, Mastercard and Discover).
Good understanding of regulatory expectations around AML, fraud, sanctions and financial crime.
Strong analytical and investigative skills with a good attention to detail.
Ability to identify suspicious activity and make sound, risk-based decisions.
Excellent written and verbal communication skills for clear case documentation and escalation.
The ability to think independently with the confidence to make decisions and recommendations on financial crime and chargeback cases.
Excellent attention to detail, organisation skills and the ability to manage multiple priorities in a fast-paced environment.
Familiar with common financial crime tools.
An enthusiastic self-starter who is proactive, collaborative and open to change.

EML

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Senior Financial Crime Operations Manager