Card Risk Operations Lead
Key responsibilities
Monitor real-time and post-transaction card activity (CNP, card-present, ATM, tokenised wallets) and act on fraud alerts within SLA
Investigate suspicious accounts and transactions: account takeover, card testing, BIN attacks, merchant collusion, friendly fraud and first-party abuse
Make block, decline, step-up and card-lifecycle decisions; escalate linked AML/sanctions concerns to Compliance
Manage disputes and chargebacks end to end under Visa/Mastercard rules: evidence, representment, pre-arbitration and arbitration
Tune fraud rules and velocity limits with the issuer-processor (e.g. Marqeta, Adyen, Thredd, Nium) and fraud tooling; measure false positives against loss
Track and report KPIs: fraud loss rate (bps), chargeback ratio, approval rate, alert handling time, recovery rate
Keep the programme within scheme monitoring thresholds (e.g. VAMP, ECM/EFM) and support scheme and partner audits
Write and maintain playbooks, SOPs and QA checks; train Support on fraud-related customer contacts
Feed fraud trends back to Product and Engineering to improve onboarding, 3DS and authorisation controls
Requirements
3+ years in card fraud operations, disputes or payments risk at an issuer, EMI, neobank, PSP or card programme manager
Hands-on knowledge of Visa and/or Mastercard dispute rules, reason codes and chargeback timelines
Practical experience with card fraud typologies and controls: 3DS/SCA, velocity rules, device and behavioural signals, tokenisation
Working experience with fraud and case-management tools (e.g. Featurespace, Sardine, SEON, Feedzai or in-house) and an issuer-processor dashboard
Strong data skills: SQL and Excel/Sheets to pull, slice and explain fraud trends
Sound judgement under time pressure; clear written investigation notes
Understanding of PSD2 and EU/UK payments regulation
Fluent English
Nice to have
Crypto-linked or prepaid/debit card programme experience, including crypto-to-fiat conversion at authorisation
Experience launching a card programme in a new market or with a new BIN sponsor
Scheme monitoring programme remediation experience
Python or BI tooling (Looker, Tableau, Metabase)
Certifications: CFE, ACAMS or equivalent
Additional European languages