Payments Operations Quality & Risk Lead

Why this role matters

The Payments Operations Quality & Risk Lead is a senior role within the Payments Operations Division, responsible for ensuring the quality, consistency, and risk integrity of customer-facing payout and account verification processes. The role focuses on quality assurance, risk oversight, escalation handling, and continuous improvement of manual payment decision-making.

The role is based in our office in Limassol, Cyprus. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

• Lead and manage a team of 8+ Senior Payments Specialists responsible for quality assurance across all payment and account verification processes.
• Monitor individual and team performance, ensuring consistent application of quality standards and taking corrective actions where required.
• Provide clear direction, coaching, and ongoing feedback to drive high-quality decision-making and accountability.
• Guide, inspire, and motivate team members to achieve operational excellence, strong employee engagement, and continuous service improvement.
• Foster a culture of ownership, collaboration, and continuous learning within the team.
• Take an active, hands-on role in leading payment quality and risk operations by providing clear guidance, direction, and subject-matter expertise to the team.
• Ensure alignment on operational priorities, quality standards, and risk expectations, enabling effective cascading across the team.
• Own and deliver objectives related to payment quality assurance, risk controls, and operational consistency within the assigned scope.
• Oversee the effectiveness of manual payout and account verification processes, ensuring decisions are accurate, consistent, and compliant with internal policies.
• Act as a key stakeholder in payment-related projects, ensuring operational readiness and controlled implementation of changes affecting payout rules and processes.
• Ensure smooth operational process management by defining, reviewing, and maintaining procedures, controls, and quality benchmarks.
• Collaborate with Product, Risk, and Payment AFC teams to assess the operational impact of rule changes and new initiatives.
• Monitor delivery of team objectives and quality KPIs, ensuring visibility of performance, accuracy levels, and risk indicators.
• Design, maintain, and coordinate dashboards and reports covering quality checks, error rates, escalation trends, and turnaround times.
• Track and analyze quality control results, identifying recurring issues, root causes, and areas of risk exposure.
• Provide regular performance updates and insights to Team Leads, Managers, and senior stakeholders.
• Ensure timely escalation and follow-up of quality issues, systemic errors, or operational risks identified through monitoring.
• Support data-driven decision-making by translating performance metrics into actionable improvement plans.
• Analyze quality, risk, and operational performance data to identify process gaps, inefficiencies, and root causes of recurring issues.
• Drive continuous improvement initiatives to enhance accuracy, consistency, and efficiency across manual payout and account verification processes.
• Develop, review, and maintain clear process documentation, guidelines, and quality standards to ensure consistent decision-making.
• Translate operational and quality requirements into clear business requirements for Product and Development teams to support automation and tooling improvements.
• Actively identify and promote best practices across teams, ensuring lessons learned are embedded into daily operations.
• Support change management by ensuring process updates are clearly communicated, adopted, and embedded within the team.

Who we’re looking for

• Excellent communication skills (written and verbal) in English.
• Additional languages are considered an advantage.
• Strong problem-solving and analytical skills.
• Strong planning and organizing capabilities.
• Proficiency in operational risk control, dashboard reporting, and back-office tools is desirable.
• Excellent managerial skills and leadership mindset.
• Ability to work on own initiative.
• Attention to detail.
• Highly motivated and able to inspire teams.

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us
• Branded MINI Cooper Countryman company car and private parking
• Free in-house sports clubs, Sanctum Club gym access, and jet skis
• Access to a Corporate doctor
• Exclusive discount program with cafes, gyms, and local services
• Expat tax perks: up to 50% income tax exemption
• Support with the naturalisation process for relocated employees

What your journey looks like

1. Intro call with Recruiter (30 minutes)
2. Online Leadership Competency Assessment
3. Behavioural interview (60 minutes)