Claims Operations 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.

How are we building our teams?

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.

How will you add value to the OpenPayd journey?:
•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.

The ideal candidate will have the following::
• 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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