Senior Manager, Risk Operations

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.

Responsibilities

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 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

Requirements

8+ years in payments, banking or lending risk operations, including at least 3 years managing teams; Case investigation depth: working alerts, deciding them, and recognizing the pattern that connects a group of them; Experience running a queue-based operation to service level, including capacity planning, quality assurance and turnaround reporting; ACH or EFT domain expertise, including return code families, return rate thresholds and representment; Experience owning a reporting or response obligation to a bank partner or regulator, including remediation plans and the evidence behind them; Hands-on ownership of first-line controls execution and controls testing, and of findings raised by second line or audit; Able to work in decision and return data directly to size queue performance and analyst capacity; A high standard of written work: procedures, case notes and control evidence that stand up in an audit or a regulatory exam

Nice to have

Bachelor's degree in business, finance, economics or a related field; Experience with third-party collections or recovery, including placement criteria and measured recovery rates; Hands-on use of real-time decisioning or fraud platforms and their case management tooling; Depth in one or more of gaming, telco, utilities, insurance or financial services; Experience working with ODFIs or payment processors on operational risk matters; Experience standing up a new operations function or team, including hiring

Benefits

Flexible paid time off & generous PTO accrual plans; Comprehensive medical, dental, vision, and other insurances; FSA & HSA plans for medical and dependent care; Home office set-up allowance; Internet stipend; Retirement plan match for 401k and RRSP; Gender-neutral paid parental leave