Head of Trust

4 weeks ago

Cape Town, South Africa Yoco Full time

Yoco is a digital payments platform founded in 2015, serving over 200,000 self‑employed merchants and processing more than US$3 billion annually. With ~350 employees worldwide, we encourage bold individuals to build simple, progressive solutions that empower small businesses in Africa. Our Customer Operations Group is the engine behind every merchant’s success story, turning complexity into clarity. It operates across onboarding, payouts, risk, support and recovery, driving trust, reliability, and growth for the entire Yoco ecosystem. About The Role We are looking for a seasoned leader to head the Trust & Risk Operations team – the unit that protects and scales trust within Yoco’s ecosystem. You will lead first‑line operational controls for merchant onboarding, usage, payouts, disputes, and fraud investigations, translating risk appetite and policies into fast, accurate, and low‑friction systems that scale with our growth. What You Will Be Doing Lead and scale Trust & Risk Operations across KYC, AML, fraud, disputes, and risk escalations Build and empower high‑performing teams with deep investigative skills and controls capability Translate risk appetite and policies into evidenced, first‑line systems and playbooks Design and run merchant lifecycle controls: onboarding, payouts, collections, complaints‑risk Oversee investigations and incident response, ensuring root‑cause analysis and upstream fixes across the ecosystem Partner closely with second‑line teams on control assurance and governance Own risk signal intelligence and drive control improvements across Product and Ops Champion automation, tooling, and process design that makes trust scalable Represent Trust & Risk Ops in governance forums and with external partners (e.g. regulators) About You 8–12 years’ experience in Risk, Trust, or AML operations, including 4–5 years in senior leadership roles Proven ability to build and scale systems, teams, and controls in high‑complexity environments Deep operational expertise in fraud, CDD, AML, chargebacks, and dispute management Experienced in operating as the first line of defence, ensuring effective controls and credible assurance outcomes Skilled in working across Risk, Product, Engineering, Compliance, and Customer Operations to balance growth and integrity Data‑driven and automation‑minded – you use insight and systems to strengthen control effectiveness and efficiency Calm under pressure, structured in ambiguity, and trusted by senior stakeholders, regulators, and partners Purpose‑driven and commercially minded, you see trust & risk ops as an enabler of sustainable growth Our Culture and Values We grow fast, push boundaries, and constantly evolve. Our teams thrive on boldness, collaboration, and a passion for doing good. We value diversity, inclusion and a shared commitment to building a more equal society. EEO Statement We encourage applicants from diverse backgrounds to apply and ask that you please send your application in English and help us reduce unconscious bias by leaving out your picture, age, address, and other unnecessary information in your CV. Benefits 24 paid leave days annually plus public holidays Contributions to medical aid and gap cover Paid parental leave for mothers, fathers, and adoptive parents, and family responsibility leave for unexpected emergencies Annual learning budget for courses, conferences, or training Weekly company gatherings, team outings, and employee‑led clubs #J-18808-Ljbffr

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