Merchant Monitoring Manager

Job description

**About PayU** PayU is an international payment service provider with a leading position in Poland and other European markets. The company provides businesses with secure, flexible and easy-to-integrate solutions for accepting and managing online payments, connecting merchants with consumers and financial institutions. PayU supports a wide range of payment methods, including payment cards, digital wallets and locally preferred payment options, such as BLIK and fast bank transfers in Poland. Its offering also includes instalment payments and Buy Now, Pay Later (BNPL), cross-border payments and recurring payment solutions. PayU serves businesses across industries and of all sizes - from small and medium-sized enterprises to leading e-commerce brands, as well as companies in the financial services and technology sectors. We are looking for an experienced Merchant Monitoring Manager to lead a team responsible for identifying, assessing, and mitigating merchant-related risks. In this role, you will combine people leadership, analytical expertise, and technical skills to ensure effective risk monitoring, operational excellence, and continuous process improvement. You will play a key role in strengthening our e-commerce merchant risk controls, optimising monitoring processes, and leveraging data, automation, and AI to improve efficiency and decision-making. ### Responsibilities & Key activities - **Manage merchant risk**: Identify and assess merchant risk typologies, including scams, non-delivery of goods or services, money laundering, concealed business activities, and fraudulent websites. - **Lead and develop the team**: Manage recruitment, performance reviews, employee development, workload allocation, and operational priorities while ensuring business continuity. - **Optimise processes**: Map and improve operational workflows, identify bottlenecks and control gaps, develop procedures, and identify opportunities for automation. - **Leverage AI and automation**: Identify and implement opportunities to improve processes, reduce manual work, and enhance operational efficiency. - **Improve merchant's transactional** **monitoring**: Develop, calibrate, and validate monitoring rules, analyse their effectiveness, and implement feedback loops to continuously improve risk detection. - **Analyse data and systems**: Utilize data analytics techniques to investigate trends, identify anomalies, validate findings, and support data-driven decisions. - **Drive operational performance**: Monitor KPIs, reporting, operational queues, team capacity, and skill matrices. Lead the team through incidents, audits, and other operational challenges. - **Collaborate with stakeholders**: Work closely with Compliance, Risk, Operations, and Technology teams to address risks, improve controls, and support regulatory and card scheme requirements. ### Qualifications & Experience - 4+ years in merchant risk, fraud prevention, or merchant monitoring within an acquirer, PSP, bank, or fintech, including at least 2 years of people management experience covering recruitment, performance reviews, and difficult conversations. - **Payment's expertise**: Strong understanding of card transaction flows, e-commerce payments, merchant onboarding, marketplaces, resellers, chargebacks, Visa and Mastercard monitoring programes, and merchant categorization according to the rules. - **Merchant risk expertise**: Practical experience in investigating merchant websites, identifying suspicious business models, and developing, calibrating, and validating monitoring rules. - **Process management**: Experience designing and optimising operational processes, identifying bottlenecks and automation opportunities, and developing procedures. Familiarity with BPMN, capacity planning, and skill matrices. - **AI and automation**: A proven experience of implementing AI or automation to improve a process or deliver measurable business benefits. - **AML knowledge**: Understanding of risk classification, PEP and sanctions screening, Suspicious Activity Reports (SARs), and cooperation with Compliance teams. - **Technical and analytical skills**: Strong analytical thinking, including hands-on experience with SQL and advanced Excel functions. Ability to interpret technical documentation and understand monitoring systems. - **Operational ownership**: Experience working with KPIs, reporting, ensuring business continuity, and managing incidents and audits. - **Communication**: Strong stakeholder management, decision-making, and prioritization skills, with the ability to work effectively under pressure. - **Languages**: English and Polish proficiency at a level suitable for business communication. **Nice to have:** - Experience managing project backlogs, timelines, milestones, dependencies, and delivery risks. - Experience supporting card schemes or regulatory audits. - Familiarity with card schemes and upcoming changes to EU AML regulations. ### What we offer - Employment under a contract of employment, - Benefits: ability to develop one’s own package in MyBenefit system, - Access to an internal training platform, - Possibility to work in a hybrid model with a 2 days in the office policy, - Friendly work atmosphere in a cooperation-driven team, that will support you everyday, - Work in an international organization operating in a rapidly changing industry.