Head of RFP

You will be responsible for our RFP team dealing with Payments, Risk, Fraud and KYC for all global brands. The aim is to mitigate fraud, provide the best payment experience, and provide the best customer experience on all our brands effectively. You are responsible for ensuring that all RFP processes are run efficiently and maintain competitive SLAs, as well as being fully compliant with regulations.  You will drive innovation, optimize complex workflows, and establish the frameworks that secure our payment ecosystem and build customer trust at scale.

Responsibilities:

• Lead the RFP department, providing guidance, mentorship and support to ensure the team consistently meets established SLAs and adheres to internal procedures.
• Define, champion, and continuously evolve the strategic framework for all core operational procedures (Payments, Risk, Fraud, KYC), collaborating with senior leadership and cross-functional partners to ensure alignment with organizational objectives and regulatory imperatives.
• Establish clear KPIs and SLAs for the team, monitoring performance to ensure targets are consistently met or exceeded.
• Implement strategies to reduce issues related to Payments, Risk and Fraud, KYC and chargebacks.
• Identify potential vulnerabilities and ensure processes align with industry best practices.
• Act as a key decision-maker in complex investigations, mitigating potential business risks swiftly and effectively to protect customers.
• Lead the identification, evaluation, and integration of cutting-edge technologies and automation solutions to significantly enhance operational efficiency, scalability, and the accuracy of RFP processes.
• Ensure adherence to Anti-Money Laundering (AML), Know Your Customer (KYC), and other regulatory requirements.
• Analyse data and prepare regular reports on fraud trends, payment performance, and risk indicators for management.
• Balance out risk, compliance and customer experience.
• Report on departmental KPIs and overall team performance, communicating key insights to stakeholders across the business.
• Ensure teams are well-trained, coached, and efficient, managing schedules and supporting employee issues to maintain high customer service standards.
• Collaborate cross-functionally with teams such as Payments Product, Customer Support, and Brand Management to refine RFP processes in line with business objectives.

Payment Performance & Process Ownership:

• Own payment acceptance rates across all markets, continuously identifying areas for improvement and driving initiatives to increase success rates.
• Develop and maintain processes to monitor, analyse, and report on payment performance KPIs
• Prepare performance reports across all payment partners, highlighting trends, risks, and recommended actions

PSP Management:

• Act as the main internal stakeholder for all PSP operations servicing global brands.
• Manage performance of PSPs, ensuring service quality and availability.
• Take ownership of identifying, evaluating, and sourcing new PSPs based on business needs, market expansion plans, and internal stakeholder requests.
• Lead the end-to-end onboarding and activation process for new solutions, including coordination with Product, Tech, and Compliance teams.

Requirements:

• Minimum 8-10 years of leadership experience in iGaming (B2C operations) managing risk, fraud and payments teams within .com operation is a must
• At least 3-5 years in a Head of Department, Director, or equivalent senior leadership role with demonstrated accountability for strategic outcomes and significant team oversight
• Expertise in risk compliance and regulations, fraud detection and payments systems and KYC practices
• Proven track record of designing, implementing, and optimizing enterprise-wide risk and fraud mitigation strategies that demonstrably improved operational efficiency, reduced financial losses, and enhanced customer trust
• Experienced leader with background in multicultural environment. Experience managing teams across multiple countries within international organizations, ensuring a unified and customer-centric approach
• Ability to analyse operational metrics and performance reports to identify trends, risks, and areas for improvement
• Well-rounded experience with tools: Iovation, Sumsub, PIQ
• Highly organized and works well under pressure
• Stand out with attention to detail and problem-solving skills with customer-oriented approach

Our offer:

• Competitive salary synonymous with skills and experience
• Opportunity to make a real impact in a developing organization
• Consultancy contract within EU on a full time basis with 25 days PTO
• or employment contract if you are based in Bulgaria, Hungary or Malta