Payment Expert’s ID Check: Payments Professionals offers insight from industry leaders and experts on how they got their start in the financial industry, from their early years in education, to how they have been able to climb the corporate ladder.
This week, Maff Gibson, Head of Solution Consulting, EMEA and APAC at Featurespace, summarises how his early life in back-office systems developed his skills in fraud fighting, and how he ‘found his place’ at Featurespace.
Where did you go to university, and what did you study? What impact did this have on your current journey?
I did my BSc in Psychology at University College London, which was a broad and scientifically rigorous curriculum. The most influential topic was one I hated; statistics were front and centre, and maths has never been my strong suit.
Looking back now, this provided me with the core foundations that are central to my current career, something that I never would have developed willingly! It also drove me to look for a way to apply what I had learned, rather than stay in academia.
This led to my second degree at UCL – a Master’s in Management, which was a crash course in everything that businesses need to function from accounting, to product development, to human resources. I finished that degree fascinated by all the processes needed to run a business, and how people fit into that.
Were you part of any sports clubs or societies at university, and has this influenced your educational and professional development?
I was involved in some different clubs here and there – Yoga, Kung Fu and Scuba Diving amongst them. But in terms of an extracurricular activity that was truly influential – I worked as an event waiter at events like weddings, corporate parties and award ceremonies throughout my studies.
The logistics of customer service on this scale teach you how to keep calm under extreme pressure, not let stress get in the way of what the customer needs, and how important it is to trust your team to have your back. This has stuck in my mind ever since.
Did you have any jobs outside of the industry before making your start in it, and was this experience a motivation to get into the industry you aspired to be in?
I was working at a Microsoft partner, focussed on back-office systems like accounting. I was brought on as a graduate CRM consultant where my role was gathering requirements and product configuration, etc. I then started supporting the Presales Consultant in the team with demo configuration, and when that role opened up, it was a natural move for me to specialise in presales/solution consulting.
Around that time, we scoped a CRM project with an issuing bank, which gave me my first glimpse into how complicated the tech landscape is for financial institutions. I had always been interested in finance but didn’t think it was for me. This glimpse into the tech side changed that.
What was the first job you had in the industry, and are there any lessons from this you still draw on?
My first job in the industry was an internship in the tech team at an online gaming company. I spent most of my time doing manual fraud checks on user registrations – looking for where junk had been entered into fields, matching similar email addresses and tasks like that.
I had to look through so much data to find anything interesting. I think about this a lot when it comes to fraud analysts – they are motivated, curious people. But without the right technology to help you, it’s a seriously hard job.
Who was your biggest role model outside of the payments industry who continues to inspire you in your current career?
David Attenborough is an all-time hero for me. He is a powerful, clear communicator but also someone who has spent a lifetime applying that in service of something that will leave the world a better place.
His work reminds me that whatever skills we have, it doesn’t mean anything if our work doesn’t have a positive impact.
When was your first big break in the payments industry? Why was this such a significant moment for you?
My big break was joining Featurespace. Getting to work as part of a team with domain experts across technology, machine learning, payments and fraud gave me so many opportunities to see how it all fits together.
Helping people who are on the front line in fighting fraud and financial crime gave me motivation I had never had before. These two points together were a turning point – I realised I had found my place.
Was there a moment you faced in the industry that really challenged you? How did you overcome this?
The pandemic was a tough time for everyone, and the fraud and financial crime space was no exception. No one knew what was coming next, projects were put on hold, and suddenly I went from being shoulder to shoulder with my team, to all interactions taking place on Zoom.
When something shakes up your world like that, all you can do is focus on the basics – looking out for your team, focusing on the quality of what you are providing to customers, and keeping in mind what gets you up in the morning. That’s really what got me through to the other side.
Lastly, what is some advice you would give to an aspiring person looking to get a start in your respective industry?
Don’t let any preconceptions of “what sort of person works in payments/finance…” get in your way – organisations like this need diversity in terms of backgrounds, experience, and ways of thinking to prosper.
Never stop asking questions, and don’t stay in your lane – curiosity is a real edge. Finally, look for something that isn’t just a job but a mission that brings out the best in you.
