Senior Financial Crime Operations Manager

EML; Leawood (KS); On-site; USD 110,000 - 150,000; Full time

Job summary

EML Payments is seeking a Senior Financial Crime Operations Manager to lead North America fraud, AML monitoring, and chargeback operations as part of our global transformation. You will report to the Director of Financial Crime Operations and drive controlled improvements across the first line of defence with strong stakeholder engagement.

You will manage a team across the US and Bulgaria, set clear goals, and partner with Sales, Technology and Compliance to assess opportunities while

Qualifications

• Experience leading AML, fraud and chargeback operations in a 1LOD environment.
• Experience with ecommerce fraud, card-not-present and friendly fraud.
• Understanding of chargeback rules and payment schemes (Visa, Mastercard, Discover).
• Regulatory expectations around AML, fraud, sanctions and financial crime.
• Analytical and investigative skills with attention to detail.
• Ability to identify suspicious activity and make risk-based decisions.
• Excellent written and verbal communication for clear case documentation.
• Self-starter, proactive, collaborative and open to change.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and mentor a team of analysts in the US and Bulgaria across fraud, screening, AML monitoring and chargebacks.
• Serve as escalation point for complex financial crime cases in North America.
• Collaborate with Sales, Technology, Compliance and Operations on opportunities and risk.
• Set performance goals, conduct regular 1:1s and oversee training.
• Maintain stakeholder engagement; communicate developments and blockers.
• Enhance detection rules, scoring models and automated workflows in platforms.
• Engage with customers to support resolution of financial crime cases.
• Allocate resources to balance workload across functions.
• Monitor case aging, SLAs and backlogs to ensure timely outcomes.
• Ensure quality of case documentation and evidence gathering.
• Prepare and deliver regulatory reports on workload and outcomes.

Skills

Leadership

AML knowledge

Fraud expertise

Chargebacks

Regulatory compliance

Analytical thinking

Investigations

Communication

Decision making

Stakeholder mgmt

Adaptability

Job description

EML Payments

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

What You'll Do

As a Senior Financial Crime Operations Manager, you will play a key role in shaping the future of financial crime operations as part of a wider global transformation. Reporting directly to the Director of Financial Crime Operations, you will take full accountability for the delivery of fraud, screening, AML transaction monitoring and chargeback processes in North America, while actively contributing to the evolution of how financial crime is managed across the organisation.

You will bring strong operational leadership to strengthen controls, embed best practice and drive continuous improvement, while ensuring alignment with both local regulatory, banking partner expectations and broader group standards.

Key Responsibilities

• Lead and mentor a team of analysts in the US and Bulgaria, holding accountability for the delivery and outcomes of fraud, screening, AML transaction monitoring and chargeback operations in North America.
• Act as the primary escalation point in North America for complex financial crime cases, including large-scale fraud events, and work directly with payment schemes, banking partners and internal stakeholders to drive resolution.
• Partner with Sales, Technology, Compliance and Operations to assess new business opportunities, providing clear, risk-based operational input on financial crime exposure.
• Establish clear performance goals, conduct regular 1:1s and oversee training and development programs.
• Maintain strong stakeholder engagement, proactively communicating developments, issues and blockers within the first line of defence, and presenting practical solutions to resolve incidents.
• Work with the Head of Fraud and Head of Financial Crime Operations on enhancements to detection rules, scoring models and automated workflows in fraud, AML and chargeback platforms.
• Engage directly with customers where required to support the timely and effective resolution of financial crime and chargeback cases.
• Allocate resources to effectively balance workload across the various functions under your management.
• Monitor case aging and resolution to ensure SLAs are met and backlogs are actively avoided.
• Ensure consistent quality in case documentation, evidence gathering and decision rationale.
• Prepare and deliver management and regulatory reports on workload, case quality and case outcomes.

What You'll Bring

• Experience leading a team conducting AML, fraud and chargeback processes in an operational, 1LOD environment.
• Knowledge of ecommerce fraud, card-not-present fraud and friendly fraud on card payment products.
• Solid understanding of chargeback rules, payment schemes (Visa, Mastercard and Discover).
• Good understanding of regulatory expectations around AML, fraud, sanctions and financial crime.
• Strong analytical and investigative skills with a good attention to detail.
• Ability to identify suspicious activity and make sound, risk-based decisions.
• Excellent written and verbal communication skills for clear case documentation and escalation.
• The ability to think independently with the confidence to make decisions and recommendations on financial crime and chargeback cases.
• Excellent attention to detail, organisation skills and the ability to manage multiple priorities in a fast-paced environment.
• Familiar with common financial crime tools.
• An enthusiastic self-starter who is proactive, collaborative and open to change.