Operations Manager - Fraud and Transaction Monitoring

About the role

A fast-growing financial services company with an international presence is looking for an experienced Operations Manager to lead one of its key operational teams. The role runs day-to-day operations, keeps quality and service standards high, and works with cross-functional partners to improve processes and tools as the business grows.

Key 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 meet service levels.
• Keep procedures aligned with Compliance requirements, with clear escalation routes.
• Run the quality process: review investigations, give feedback and fix 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 procedure and detection updates.
• Support internal audits and regulatory reviews, keeping case files 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.

Required profile

• 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 in a structured, KPI-focused environment such as a startup.
• Ability to identify operational inefficiencies and deliver practical solutions.

Required skills

• Data-driven approach to root cause analysis, performance measurement and process improvement.
• Confident with data tools such as Excel or SQL for analysis and reporting.
• Clear communication and reporting with Compliance and senior stakeholders.