Director of First Line Operations - AML, PTM, CB, Fraud
HybridBad Hersfeld, Hesse, Germany
Job Summary
Manage all first line activities across four Verifone payment entities covering onboarding, re-underwriting, fraud, and AML transaction monitoring. Act as the primary contact for escalations while setting consistent operating models and performance expectations that respect entity-specific regulatory requirements. Own KPIs, SLAs, and quality metrics to ensure case volumes and backlogs remain within risk appetite. Identify and remediate process gaps across merchant onboarding, KYC, CDD, KYB, periodic and trigger-based re-underwriting, and alert handling. Strengthen the control environment to ensure audit readiness and review higher-risk cases including complex ownership structures. Define and deliver an automation roadmap to reduce manual effort and improve accuracy. Build a people strategy to scale multi-team, multi-jurisdiction operations and partner with Product teams to ship best-in-market KYC experiences. Manage third-party vendors and provide reporting to the EMEA CFO and risk committees. Lead, develop, and scale operations while closing findings with second line, internal audit, and partner banks.
Required Qualifications
- 5+ years of experience in payments/fintech operations, risk or financial crime, with substantial time in first line leadership roles
- Deep, hands-on knowledge of merchant onboarding/KYC, CDD, KYB, re-underwriting, fraud monitoring and AML transaction monitoring
- Solid understanding of corporate structures, UBO analysis and foreign ownership models
- Demonstrated track record of identifying and mitigating gaps across these processes
- Proven experience automating onboarding, monitoring and case management processes with measurable efficiency gains
- Experience with regulated (payment) services & acquiring
- Proficiency with KYC/AML systems, TM tools, sanctions/watchlist databases and adverse media platforms
- Working knowledge of the applicable EU regulations
- Experience in client contact and managing client relationship processes
- Highly analytical with attention to detail
- Ability to prioritize and meet deadlines without sacrificing quality of work
- Ability to work independently and collaboratively, depending on the situation
- Ability to effectively present information to regulators and/or Verifone Group Senior Leadership
- Strong people leadership experience, managing managers and large operational teams
Desired Qualifications
- 5+ years of experience in payments/fintech operations, risk or financial crime, with substantial time in first line leadership roles
- Deep, hands-on knowledge of merchant onboarding/KYC, CDD, KYB, re-underwriting, fraud monitoring and AML transaction monitoring
- Solid understanding of corporate structures, UBO analysis and foreign ownership models
- Demonstrated track record of identifying and mitigating gaps across these processes
- Proven experience automating onboarding, monitoring and case management processes with measurable efficiency gains
- Experience with regulated (payment) services & acquiring
- Proficiency with KYC/AML systems, TM tools, sanctions/watchlist databases and adverse media platforms
- Working knowledge of the applicable EU regulations
- Experience in client contact and managing client relationship processes
- Highly analytical with attention to detail
- Ability to prioritize and meet deadlines without sacrificing quality of work
- Ability to work independently and collaboratively, depending on the situation
- Ability to effectively present information to regulators and/or Verifone Group Senior Leadership
- Strong people leadership experience, managing managers and large operational teams
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