Fraud Operations & Policy Manager

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

In this role, you will drive fraud risk strategy within the European market across multiple products and teams. Reporting into the Head of Risk, Europe you will be responsible for delivering insights that inform fraud management strategies and drive payments volume growth within the risk appetite in Europe. This position relies on sound judgment to plan and accomplish goals to drive risk strategy while enabling a remarkable customer experience.

You Will

• Lead a team of high performing specialists in a fast- paced environment including performance management, coaching, developing and driving the vision for the team
• Supervise all aspects of day-to-day operations, ensuring compliance with SLA targets and QA benchmarks. Allocate and manage both FTE and BPO staffing resources to optimise for fraud detection and seller experience, and coordinate with operations teams in other markets to ensure strong global coverage. 
• Work closely with senior leadership in the Americas and APAC regions to set, assess, and refine a unified fraud risk strategy, which you will apply in the European market
• Utilise analytics to optimise existing fraud strategies, in order to reduce false positive rates and increase fraud detection rates.
• Monitor KPIs, investigate trends, investigate data integrity, and work with Analytics partners to  generate fraud metrics to demonstrate the performance of fraud systems for use in management reporting.
• Lead policy function, identifying and working to resolve gaps in current systems, procedures, products and strategies and taking actions to mitigate emerging fraud risks with guidance from cross-functional team.
• Serve as the key subject matter expert in European fraud risk across the company and/or with external partners; think through 'big picture' implications for stakeholders and evaluate trade-offs and interests of multiple stakeholders
• Develop and implement comprehensive fraud detection strategies and advise on and approve rules that balance fraud loss, cost of execution and customer experience.
• Be persuasive at all levels of communication, including board members and senior-level executives
• Support new product launches, partnering with Product, Design, Engineering, and Analytics teams to advise on local requirements, monitoring plans, and controls.
• Ensure compliance with evolving Regulatory requirements, including timely completion of bi-annual fraud reporting and periodic requests for information.

You Have

• 5+ years risk management experience with traditional and alternative payment methods

• Experience managing fraud risk within payments, and a working understanding of chargebacks and investigations 
• Strong existing relationships in the fraud space with proven results in driving down risk loss through innovation, strategic change or methodologies
• Ability to analyse large transactional datasets, interpret ambiguous situations, and make decisions under pressure
• Extensive knowledge in card-not-present fraud schemes and risk prevention methods and detection tools for digital, virtual and physical goods
• Deep understanding of the online payments landscape across all participants issuer, merchant, acquirer and network
• Strong leadership experience growing and developing high impact teams
• Excellent written, oral and presentation skills and an ability to synthesise information and make clear, concise recommendations on a course of action

Technologies We Use and Teach

• SQL, CRM and data analysis tools