Samantha Dsouza

Payments Trust and Safety

• Managing operations and overseeing the delivery of two major, critical risk and fraud workflows within Trust and Safety, consisting of over 40 full-time equivalents in a 24/7 environment globally.
• Responsible for maintaining client relationships, coordinating service delivery, defining service metrics and KPIs, monitoring performance, maintaining quality, and continuously improving processes.
• Collaborating with internal teams to ensure alignment of services with client needs and expectations, along with preparing and presenting business reports to stakeholders.

Key Achievements

• Led the growth of the teams from 6 to 40 within a year.
• Improved quality from 90% to 99% by implementing quality governance.

• Led a diverse team of 30 investigation analysts, fostering a collaborative and high-performance culture.
• Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
• Oversaw the recruitment, onboarding, and training of new team members, ensuring a quick adaptation to company standards.
• Oversaw daily workloads and workflow for smooth operations.
• Produced thorough, accurate and timely reports of project activities.

• Manage high-priority fraud and risk escalations from multiple channels, including legal, vendor operations, and internal teams.
• Conduct deep-dive investigations into fraud cases, and implement proactive risk mitigation measures.
• Identify emerging fraud trends and update review guidelines, and fraud detection protocols.
• Collaborate with cross-functional teams to optimize risk management systems, and reduce manual interventions.

• Led KYC data remediation projects, identifying and eliminating duplicate entity records.
• Conducted due diligence and document verification to ensure compliance with global regulatory standards.
• Provided strategic recommendations on client risk assessments, and data validation.
• Trained and mentored junior analysts on KYC best practices and fraud detection techniques.

• Managed high-risk account closures for UK-based personal and business customers.
• Conducted fraud reviews, transaction monitoring, and regulatory checks to mitigate financial risks.
• Ensured 100% compliance with AML and sanctions guidelines through audits and process improvements.
• Developed training modules, and conducted workshops on risk management for new hires.