This is a hands-on leadership role for someone who can balance speed, security, customer outcomes and regulatory expectations—driving performance across withdrawals, chargebacks, fraud prevention, AML risk escalation, third-party provider management, and team development.

Head of Payments, Risk and Frau

What youll own

1) Payments Operations & Performance

• Lead the end-to-end payments operation, ensuring withdrawals and payment requests are handled securely and efficiently.
• Drive faster turnaround times while maintaining strong controls and customer protection.
• Partner with internal teams to improve routines, workflows and operational procedures across payments and risk touchpoints.

2) Fraud, Risk & AML Escalations

• Own the operational response to serious fraud incidents (including suspected ML/TF), acting as the first escalation point and supporting investigations and authority liaison where required.
• Continuously evaluate fraud and AML risks linked to new products, territories, payment methods, and changes to existing flows.
• Support transaction monitoring and risk mitigation in close alignment with the MLRO and Compliance.

3) Chargebacks & Disputes

• Take full accountability for the chargeback process, ensuring quality handling, clear ownership, and measurable improvement.
• Ensure the team is trained properly and applying consistent, evidence-based dispute responses.

4) Leadership, Training & Team Development

• Lead, coach and develop the Payments, Fraud and AML Operations teams to consistently hit SLAs and KPIs.
• Identify knowledge gaps, introduce structured training, and create onboarding/upskilling plans (including cross-team training where needed).
• Monitor resourcing and operational staffing costs in collaboration with HR.

5) Third-Party Relationships (PSPs, banks, fraud tools, verification)

• Own and manage key third-party relationships: PSPs, acquirers, banks, verification vendors, fraud systems—working alongside the Payments Setup Manager.
• Support negotiation, performance management and ongoing optimisation of provider stack and commercials.
• Investigate and recommend new provider partnerships where beneficial.

6) Reporting, Governance & Continuous Improvement

• Provide timely, accurate reporting to leadership on performance vs KPIs, risk trends, fraud losses, and operational blockers.
• Produce insights and improvement proposals for senior management / Board-level discussions.
• Ensure internal policies and procedures are implemented quickly, consistently and effectively.