Head of Antifraud, Payments & Risk
Croatia

 We're looking for someone who:  

• Has experience managing teams across multiple countries and is accustomed to working within international organizations, ensuring a unified and customer-centric approach. 
• Has experience managing anti-fraud, payments, and risk management operations, ideally within the gambling industry, with a strong focus on enhancing the customer experience. 
• Is eager to identify possibilities for efficiency, improvement, and automation within daily operations (payments management, KYC checks, fraud identification) to provide a smoother, more reliable customer journey. 
• Can identify specific improvement requirements for each market and communicate these effectively to central product teams, ensuring customer needs are met across different regions. 
• Has solid analytical skills and a good understanding of 3rd party Fraud, Risk, and Compliance systems, leveraging these to protect and enhance the customer experience. 

Bonus points if you: 

• A deep understanding of customer behavior and experience in implementing customer-centric improvements 
• Have a broad knowledge of the payments and fraud landscape including emerging  
  trends, global APM’s and new technologies 
• Ability to use Tableau to identify critical trends and insights 
• Demonstrated ability to drive innovation and implement new technologies or systems that enhance operational efficiency.  

What you'll be doing? 

Business as Usual: 

• Coordinate and lead regular Business Review meetings with local APR teams across multiple countries, ensuring alignment on customer-centric goals and strategies. 
• Ensure the business is operationally aligned with regulatory bodies' requirements and applicable AML/CFT laws, safeguarding customer trust and security. 
• Monitor active bonus campaigns to identify vulnerabilities and prevent business losses, ensuring a fair and rewarding customer experience. 
• Act as a key decision-maker in complex investigations, mitigating potential business risks swiftly and effectively to protect customers. 
• Identify, prioritize, and report system errors and bugs to technical teams, ensuring a seamless customer experience. 
• Ensure teams are well-trained, coached, and efficient, managing schedules and supporting employee issues to maintain high customer service standards. 
• Produce regular reports, presentations, and insights on payments, KYC, and fraud-related operations, focusing on trends that impact customer experience. 
• Participate in relevant internal and external meetings, representing APR interests with a focus on enhancing customer satisfaction. 

Transformation 

• Define and analyze metrics to recommend and implement process and procedure improvements, aiming to enhance customer satisfaction. 
• Ensure that all necessary data is available and accessible. Take responsibility for procuring and integrating any missing data needed for comprehensive analysis and decision-making to optimize the customer experience. 
• Translate data analytics and reports into actionable insights and recommendations to optimize the customer experience. 
• Create and execute a transformational plan to automate and streamline the most time-consuming tasks, improving efficiency and the overall customer journey.
• Implement process automation to streamline workflows by automating tasks like compliance checks, fraud alerts, and KYC validation, develop automated reporting systems for efficient stakeholder updates, and fast-track approvals to reduce response times while maintaining oversight.
• Collaborate closely with commercial and product teams to develop and implement effective strategies that align with the organization’s anti-fraud, payment, and risk management goals. Ensure these partnerships drive integrated approaches that enhance product offerings, strengthen market position, and improve customer satisfaction.
• Improve customer service protocols for quick and transparent communication during suspected fraud or security issues, and optimizing user experience to balance robust security measures with seamless interactions for high customer satisfaction.
• Develop a comprehensive change management strategy to support teams in adapting to new processes and tools.