Claims Operations Team Lead

 

 

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.

 

We’d like you to take a read of our Talent Acquisition Privacy Notice which explains how we collect and process your personal data. Please read our notice carefully. By submitting the application button, we will consider that you aware of it.

 

We are looking forward to receiving your CV.

 

OpenPayd Talent Team

 

To all recruitment agencies: OpenPayd does not accept speculative agency resumes. Please do not forward resumes to our jobs alias, OpenPayd employees or any other company location. OpenPayd is not responsible for any fees related to unsolicited resumes. OpenPayd will only accept CV's from the partners with relevant agreement via the People and Talent team only.

 

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