Operations Manager

We are a fast-growing financial services company with an international presence. We’re looking for an experienced Operations Manager to lead one of our key operational teams. You’ll run day-to-day operations, keep quality and service standards high, and work with cross-functional partners to improve processes and tools as the business grows. Responsibilities • Lead and develop the team handling fraud and transaction monitoring alerts, investigations and escalations. • Own daily queue management. Plan capacity against alert volumes and prioritise high-risk cases to stay within service levels. • Own the team’s procedures and keep them in line with Compliance requirements, with clear escalation routes. • Run the quality process. Review investigations, give feedback, and fix the procedures or training behind recurring errors. • Build consistent decision-making through induction, training and regular calibration across investigators, entities and alert types. • Escalate suspicious activity promptly through the agreed reporting route, working with Compliance. • Work with Product to improve detection, reduce false positives, tune rules and thresholds, and improve case tools. • Track emerging fraud and money laundering typologies and turn them into updates to procedures and detection. • Support internal audits and regulatory reviews, and make sure case files are always audit-ready. • Prepare the team for new products and monitoring capabilities: procedures, training and capacity. • Report on service levels, quality results and alert volumes, including the reasons behind changes. Requirements • 5+ years in fraud prevention, transaction monitoring or AML investigations in financial services, fintech or payments, including team leadership. • Experience managing large teams of direct and indirect reports. • Strong hands-on investigation experience and sound judgement on suspicious activity. • Working knowledge of AML/CTF requirements and suspicious activity reporting. • Experience managing alert queues against service levels and planning capacity. • Experience writing procedures and running quality reviews and calibration. • Experience giving feedback to product or tech teams on rules, false positives and case tooling. • Experience working in a structured, KPI-focused environment, such as a startup. • Ability to identify operational inefficiencies and deliver practical solutions. • A data-driven approach to finding root causes, measuring performance and improving processes. • Confident with data tools such as Excel or SQL for analysis and reporting. • Clear communication and reporting with Compliance and senior stakeholders. The company’s name, business details, compensation and benefits will be shared with shortlisted candidates at the next stage of the recruitment process.

5+ years in fraud prevention, transaction monitoring or AML investigations in financial services, fintech or payments, including team leadership. Experience managing large teams of direct and indirect reports. Strong hands-on investigation experience and sound judgement on suspicious activity. Working knowledge of AML/CTF requirements and suspicious activity reporting. Experience managing alert queues against service levels and planning capacity. Experience writing procedures and running quality reviews and calibration. Experience giving feedback to product or tech teams on rules, false positives and case tooling. Experience working in a structured, KPI-focused environment, such as a startup. Ability to identify operational inefficiencies and deliver practical solutions. A data-driven approach to finding root causes, measuring performance and improving processes. Confident with data tools such as Excel or SQL for analysis and reporting. Clear communication and reporting with Compliance and senior stakeholders.

Lead and develop the team handling fraud and transaction monitoring alerts, investigations and escalations. Own daily queue management. Plan capacity against alert volumes and prioritise high-risk cases to stay within service levels. Own the team’s procedures and keep them in line with Compliance requirements, with clear escalation routes. Run the quality process. Review investigations, give feedback, and fix the procedures or training behind recurring errors. Build consistent decision-making through induction, training and regular calibration across investigators, entities and alert types. Escalate suspicious activity promptly through the agreed reporting route, working with Compliance. Work with Product to improve detection, reduce false positives, tune rules and thresholds, and improve case tools. Track emerging fraud and money laundering typologies and turn them into updates to procedures and detection. Support internal audits and regulatory reviews, and make sure case files are always audit-ready. Prepare the team for new products and monitoring capabilities: procedures, training and capacity. Report on service levels, quality results and alert volumes, including the reasons behind changes.