Openpayd19d ago

Claims Operations Team Lead

SofiaFull-timelead

OtherManagementOperations Team Lead

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Quick Summary

Overview

Who are we? At OpenPayd, we are building a universal financial infrastructure to power the growth of the digital economy.

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OtherManagementOperations Team Lead

Who are we?

At OpenPayd, we are building a universal financial infrastructure to power the growth of the digital economy. Our rails-agnostic approach empowers any business to move and manage money globally - across both traditional rails and stablecoins — at scale, and in real time.

The OpenPayd platform delivers a suite of banking and payments infrastructure: accounts in over 40 currencies, FX, on/off ramp, international and domestic payments, Open Banking services – all via a single API.

A global network of licences alongside our best-in-class tech is why we're trusted by 1000+ enterprise clients to process over $180bn volume annually.

We’re looking for self-starters who are experts in their fields and who are eager to learn new things. We work hard, offering rapid skills development and the opportunity to learn everything about the flourishing payments industry.

Our leadership places a high value on continuous development, both professional and personal. If you join the team, you'll experience a fun and thriving office culture, with perks and events throughout the year.

•Lead, coach, and support a team responsible for APP fraud claims investigation and complaints handling.

• Manage daily workload allocation to ensure claims and complaints are handled within service level agreements (SLAs).

• Monitor team productivity, quality, and compliance with internal policies and regulatory standards.

• Provide guidance on complex or escalated fraud cases and complaint investigations.

• Conduct regular case reviews and quality assurance checks to maintain high investigation standards.

• Support recruitment, onboarding, training, and ongoing development of team members.

• Oversee investigations into Authorized Push Payment (APP) fraud cases, ensuring appropriate evidence gathering, decision -making, and customer communication.

• Ensure complaints related to fraud cases are handled in line with complaint handling regulations and internal procedures.

• Act as escalation point for high -value, sensitive, or complex cases. OpenPayd Holdings Limited – Company Number: 11565881

• Prepare regular operational reports and performance dashboards for management.

• 1-2 years of experience in fraud investigations, payments operations, or claims handling.

• Previous experience managing customer complaints or fraud claims in a financial services environment.

• 1–3 years of experience in a team leadership or supervisory role preferred.

• Strong knowledge of APP fraud typologies and payment fraud investigation practices.

• Understanding of complaints handling standards and regulatory frameworks.

• Excellent analytical and investigative skills.

• Strong leadership, coaching, and team management capabilities.

• Ability to handle sensitive customer situations with professionalism and empathy.

• Excellent written communication skills, particularly for complaint responses.