lavori da Customer Service Manager in località Emirati Arabi Uniti

Rapyd has unified payments, payouts, and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless.

We believe in straight talk, quick decisions, strong execution, and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.

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1. Lead a team of Transaction Monitoring Analysts responsible for monitoring, investigating, and analyzing suspicious transactions and patterns among the company’s customers.
2. Oversee the end-to-end management of the alert queue to ensure timely and effective handling of alerts, while maintaining high-quality investigation standards.
3. Drive team performance toward defined KPIs, including SLA adherence, detection accuracy, and alert resolution rates.
4. Coordinate complex tasks and cross-functional investigations, ensuring the team delivers actionable insights and mitigation recommendations.
5. Manage complex missions engaging internal and external stakeholders.
6. Foster collaboration with risk, compliance, and sales teams to continuously improve monitoring strategies and risk models.
7. Act as the primary point of escalation for complex cases, guiding analysts and recommending mitigation actions across risk and compliance domains.
8. Create, monitor, and oversee case queues to identify, triage, and assess potential high exposures and escalations.
9. Monitor emerging risk trends and assist in adapting monitoring frameworks to reflect evolving threats.
10. Proactively identify and implement improvements to team procedures, workflows, and tools.
11. Perform constant QA of the team’s work.

• 3-5 years of experience in fraud, risk, compliance, and transaction monitoring roles, preferably in the payment or fintech industry.
• Minimum of 2 years of proven experience leading teams or mentoring junior analysts in a fast-paced, high-stakes environment.
• Team-oriented leader with strong interpersonal and communication skills.
• Fluency in English with excellent verbal and written communication skills.
• Strong understanding of risk indicators, fraud typologies, and the risks associated with high-risk merchant categories.
• Excellent analytical skills with experience using data tools (e.g., SQL, Excel, BI dashboards) to identify trends and optimize processes.
• Demonstrated ability to manage alert queues efficiently and drive team results while maintaining accuracy and timeliness.
• Exceptional organizational and multitasking skills; capable of managing multiple workflows and prioritizing under pressure.
• High familiarity with regulatory frameworks and guidelines relevant to the payments industry.
• Ability to make sound decisions under pressure in a fast-paced environment.
• Leadership by influence and cross-functional execution without direct authority.
• Bachelor’s degree in Business Administration, Finance, Accounting, or Operations.
• Background in transaction monitoring is a must.
• CAMS certification is an advantage.

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