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

About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

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.