Vacancy Type:
23 (Entain)
About The Role
Role Purpose

Responsible for the day-to-day management of the Risk & Payments Operations teams while ensuring qualitative and quantitative performance is in line with the service level agreement. 

Key Responsibilities
• Have expert knowledge on fraud, payments and the different types of account abuse, whilst proactively identifying and escalating any issues and trends.
• Ensure that the team are compliant with Gambling Regulations, PCI rules and Anti-Money Laundering guidelines at all times and ensure these elements are included in the training
•  Understand the automated verification processes and how to identify faults within the system 
• Carry out Daily, Weekly and Monthly reporting, whilst ensuring data is accurate and meaningful
• Understand the development requirements and carry out regular reviews of third-party product performance; including their continued suitability
• Set, monitor and report on key measurable objectives
• Accountable for providing support in meeting and exceeding departmental SLAs and KPI’s
• Process creation, review and implementation
• Act as key escalation point for the team and external departments/3rd parties
• Process creation, review and implementation
• Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives
• Act as business contact out of core hours
• Understand the Responsible Gambling Policy, RG tools available and how to deal with customers exhibiting gambling issues
• Ensure there is adequate coverage for shifts through regular review of staffing, sickness and holiday including amendments to the working rota
• Deliver robust operational performance plans, to meet raised workloads during peak events
• Maintain open and transparent communication within the team
• Provide first time resolution to customer contacts, taking into account the commercial value of each contact
• Making sure that SLA is met by checking every EOS report and incident reports
• Ensure all updates are cascaded and directly communicated to Leadership team including any & all issues affecting SLAs.
• Overall accountability and responsibility for the Team’s performance and attendance.
• Responsible for direct leadership, supervision and development of the Risk & Payments team.
• Provide guidance, support and coaching to direct reports, along with regular 1-2-1 meetings and performance appraisals for each direct report which feed into the performance review process
• Provide a defined development path for staff through regular coaching and mentoring
• Deputise for Risk & Payments Operations Manager in their absence
• Any other duties as required by management

Qualifications and Educational Requirements
• Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field

Specialist Skills and Experience Required
• 3 to 5 years of experience with managing large teams – an advantage
• A minimum 12 months experience gained into a Management or Senior KYC/Payments/Risk position – a must
• Sound knowledge of Risk & Payments procedures and regulatory best practice – a must
• Fluent in English – written and spoken to an excellent standard – a must
• Online gaming support centre experience – an advantage
• Excellent Leadership and Motivational skills
• Skilled communicator able to act in a diplomatic and professional manner, whilst upholding the company’s regulatory requirements and ethical stance in the industry
• Excellent analytical, problem solving, and time management skills
• Have the ability to work as part of a team and independently, with good interpersonal skills
• Highest work standards with a strong service orientation - a "client first" culture
• Ability to be self-motivated, organised and work flexibly in a time pressured environment
• A great attitude and desire to help our customers
• Reliable with a strong work ethic
• Ability to drive and motivate people
• Ability to perform well under tight deadlines within a dynamic environment;
• Very good command of Microsoft office tools
• Strong logical reasoning skills with an analytical approach
• Demonstrated decision making and problem-solving skills
• A flexible approach to work schedules and shift patterns
• Able to react to company needs
• Common-sense
• A proactive and ‘can do’ approach
Confidence to interact with people across the company and from any office location
A winning mentality

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.