Senior Financial Crime Operations Manager

About the companyOur client - EML Payments is a global fintech company providing innovative payment solutions – prepaid cards, virtual accounts, embedded payments, and advanced transaction processing platforms. The company operates in more than 20 countries and is known for its strong compliance culture, speed, and security.Now, EML is expanding its Financial Crime Operations hub in Sofia, located in the modern Tetrix Building on Dragan Tsankov Blvd., just minutes from a metro station and key transport connections.This is a Monday–Friday, 09:00–18:00 role, operating on a hybrid model (3 days in the office, 2 days from home after the training period).Preferred start date: by 30 November 2025.About the roleEML Payments is seeking a Senior Manager to lead the Financial Crime Operations team in Sofia.This is a key leadership position responsible for end-to-end management of Fraud, AML Transaction Monitoring, and Chargeback operations across multiple jurisdictions.Key ResponsibilitiesLead, manage, and mentor a high-performing team of analysts working across Fraud, AML Transaction Monitoring, and Chargebacks.Set clear performance goals, conduct regular 1:1s, and oversee training and professional development.Allocate resources effectively across different functions, ensuring balanced workload.Monitor case handling to ensure SLAs are met and backlogs are avoided.Oversee quality of documentation, evidence gathering, and decision-making.Manage escalated complex cases and collaborate with payment schemes on large-scale fraud matters.Communicate directly with clients to resolve fraud and chargeback issues efficiently.Prepare and deliver management and regulatory reports on workload, case quality, and outcomes.Drive improvements in detection rules, scoring models, and automated workflows across fraud, AML, and chargeback platforms.What you bringProven experience leading teams in AML, Fraud, and Chargeback operations within a 1LOD environment.Knowledge of ecommerce fraud, card-not-present fraud, and friendly fraud.Strong understanding of chargeback rules and payment schemes (Visa, Mastercard, Discover).Solid grasp of international AML, sanctions, and financial crime regulations.Excellent analytical and investigative skills, with the ability to make risk-based decisions.Strong written and verbal communication skills for clear case documentation and reporting.Confidence to make independent decisions and provide recommendations on complex cases.Attention to detail, strong organisational skills, and ability to handle multiple priorities.Familiarity with fraud and AML platforms such as ThreatMetrix or Featurespace.A proactive, collaborative, and adaptable mindset.What’s on offerBe part of a newly established Sofia-based Financial Crime Operations team.Professional growth within a fast-moving international fintech environment.Hybrid working model: 3 days in the office, 2 from home (after the initial training period).24 days annual leave + 1 day for your birthday + 5 paid sick days + all national holidays.Private medical insurance (fully covered by the company).Meal vouchers of 150 BGN/month.MultiSport card (covered for the employee).Employee Assistance Programme with 6 free virtual counselling sessions.A role where your work directly contributes to protecting global clients and financial systems.Competitive remuneration package reflecting your expertise and leadership responsibilities.👉 Apply here