Senior Financial Crime Operations Manager

EML; Overland Park (KS); On-site; USD 120,000 - 180,000; Full time

Job summary

EML Payments is seeking a Senior Financial Crime Operations Manager in North America to lead fraud, AML monitoring, and chargeback processes. Reporting to the Director of Financial Crime Operations, you will drive performance, strengthen controls, and align with regulatory expectations.

You will mentor analysts in the US and Bulgaria, manage escalations, collaborate with Sales, Technology and Compliance, and deliver operational improvements.

Qualifications

• Experience leading AML, fraud and chargeback processes in an operational, 1LOD environment.
• Knowledge of ecommerce fraud and card-not-present fraud.
• Understanding of chargeback rules and payment schemes (Visa, Mastercard, Discover).
• Strong analytical and investigative skills with attention to detail.

Responsibilities

• Lead and mentor a team of analysts in North America, delivering outcomes for fraud, screening, AML monitoring and chargebacks.
• Act as primary escalation point in North America for complex financial crime cases; coordinate with payment schemes and banking partners.
• Collaborate with Sales, Technology, Compliance and Operations to assess new business opportunities and input on financial crime exposure.
• Establish clear performance goals and oversee training and development programs.
• Maintain stakeholder engagement and communicate developments and blockers within the first line of defence.
• Work with fraud leaders on enhancements to detection rules, scoring models and automated workflows.
• Engage with customers to support timely resolution of financial crime and chargeback cases.
• Allocate resources to balance workload across functions; monitor case aging and SLAs.
• Prepare and deliver management and regulatory reports on workload, quality and outcomes.

Skills

AML

Fraud monitoring

Chargebacks

Card-not-present fraud

Leadership

Regulatory knowledge

Stakeholder management

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 assessnew business opportunities, providing clear, risk‑based operational input on financial crime exposure.
• Establish clear performance goals, conduct regular 1:1s and overseetraining and development programs.
• Maintain strong stakeholder engagement, proactively communicatingdevelopments, 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.