Head of Risk Operations

  • Basis:  Full-Time
  • Closing Date:  30 Jul, 2020
  • Job Ref:  KMP-54205

Job Description

Truevo Payments Ltd is a financial institution licensed by the MFSA and is a principal member of Visa and MasterCard. Truevo offers a range of payment services (acquiring) across multiple channels.

The Head of Risk Operations is primarily responsible to take ownership of merchant and other related operational risks and the methods used to manage those risks. The candidate is responsible for guiding teams to adopt a customer-centric approach in managing the first line of defence during client onboarding, underwriting, and all risk operational activities in line with maintaining service excellence while ensuring company integrity. Part of this role is also to facilitate Truevo’s growth by scaling internal processes with a focus on continuous optimisation.


  • Take ownership of the onboarding and underwriting processes to steer the department in building a proactive, efficient and customer-centric operation
  • Evaluate, design and implement operational processes within the department in accordance with policies set out by the Risk function for all stages of the customer lifecycle
  • Set underwriting guidelines and direct the team in managing and maintaining procedures, leading to merchant onboarding, merchant management, and ongoing monitoring for all customer types under Truevo. This includes (but is not limited to) partners, ISOs, Payment Facilitators, merchants, sub-merchants, etc, under all services offered by Truevo
  • Apply a data-backed approach in analysing department performance in order to make recommendations for changes to process, products, delivery channels, and services to meet customer needs
  • Serve as an escalation point and decision-maker for internal and external teams when reviewing applications based on assessing merchant risk (fraud, credit and CDD risk) in accordance with Truevo’s policies
  • Ensure that the merchant underwriting tools and methodologies adopted address the risks exposed by the merchants being underwritten
  • Regular liaison with internal stakeholders to understand and explain the risk exposed by new and existing merchants
  • Take control over MRP / Visa high-risk registration as well as partner registrations in order to implement scalable processes to handle these effectively
  • Ensure comprehensive processes with Ongoing Merchant Monitoring to ensure high-risk merchants are being monitored for regulatory changes in order to prevent non-compliance issues and associated penalties and risk
  • Work closely with the Legal and Compliance department to implement scalable procedures for Ongoing Merchant Monitoring to include periodic reviews, site inspections, and monitoring of websites
  • Work closely with the Disputes & Fraud department to ensure that all aspects of the risk management of the merchant lifecycle are covered
  • Keeping abreast of the latest updates in the various card scheme rules and regulations and adopt accordingly within operational procedures
  • Keeps current with industry trends and potential impacts on the department and company
  • Assists internal teams with preparations facts and responses to card association investigations or investigations from regulatory authorities
  • Participate as needed in 3rd party audits
  • Establish close working relationships with various internal departments
  • Be actively involved in key projects to ensure representation of the department in order to drive requirements
  • Looks ahead at the impact that the department has/will have across the organisation to mold processes to ensure operational efficiency and drive customer satisfaction both internally and externally
  • Organise, coordinate and present critical data and information to key stakeholders on merchant onboarding process
  • Work in a fast-paced changing environment where responsibilities and duties may change
  • Continuously learning and improving product and job knowledge
  • Mentor and promote growth with individual team members
  • Promote and maintain a diverse and inclusive work environment


  • Minimum of 5 years experience in senior roles of a card acquirer
  • Extensive experience in various areas of operational risks including credit risk
  • A degree in banking, finance or management will be considered an asset
  • Possess strong analytical skills
  • Proficient in Microsoft Excel and other office applications including Microsoft Word and Microsoft PowerPoint
  • Be well organized, pro-active, self-motivated, able to work on own initiative and eager to learn
  • Be decisive and possess a high degree of assertiveness
  • Be will to adapt easily to changes and remain positive at all times, displaying high levels of maturity
  • Possess excellent organizational and interpersonal communication skills
  • Be a team player and capable of meeting strict deadlines
  • Possess a high proficiency in verbal and written English