Vacancy Type:
03 Oct 2021
23 (Entain)
About The Role

Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.

Role Purpose

Working with the Operations Director and Senior Ops Manager to plan and deliver a high quality reactive and proactive “Core Transactions” function for the Ladbrokes Coral digital business.  Core Transactions combines the three core functions of Payments Processing, Know Your Customer (KYC) and Risk Operations. By having one key person responsible for Payments, KYC and Risk Operations, a focused approach can be taken on enhancing and delivering value to the business through the key functions of Verification (KYC), Customer Payments, Fraud protection.

This position will be responsible for the supervision, direction and support of the Payments, KYC and Risk Operations teams based in Manila not only as a people manager but also ensuring that business/functional KPIs and SLAs are met and exceeded. This position requires focused leadership and an aspiration to the highest standards of effectiveness and efficiency. Aiming at the highest standards of performance, the role must possess strong business acumen, naturally build strong relationships and have an eye for detail. Training, coaching and engaging your team are the cornerstone of your success. In addition, it is expected that the Payments and Risk Operations Manager will share key insights and trends with the wider business and champion the continuous learning and improvement ethos.

Key Responsibilities

Full   responsibility for the smooth running of the day-to-day Payments, KYC and Risk Operations functions, including end to end management of the culture, motivation, quality of service and customer (internal and external) satisfaction from service. This will require personal flexibility and a willingness to be available to support staff on all shifts.Working with the Operations Director and the Senior Payments & Risk Manager to collectively manage and develop a new and growing team of other Risk Team Managers and their teams including recruitment (optimise all recruitment activity including selection, induction, objective setting) and performance management (complete PDRs including values, training and development needs).

·    Deliver performance evaluations (bi-yearly) for direct reports in addition to regular weekly meetings.

·  Ensure all team members have regular performance conversations and 1:1s.

·  Manage poor performance (e.g. quality, productivity, attendance etc.) in line with company policy

·  Develop a highly motivated team with positive engagement and low attrition and ensure

·  company wide communications are disseminated down to all operations’ staff.

·  Working with the Operations Director and the Senior Payments & Risk Manager as well as the Risk Managers based in Woking to:

·  Optimise the Payments, KYC and Risk Operations resourcing, ensuring that the right resource is available to meet the KPIs e.g. average handle times, quality standards and that the seasonal trends e.g. Spring Racing are accounted for when doing the annual resource planning. The resource planning needs to consider the budget (as agreed with the Operations Director) as well as the location of the resource between Manila, Sofia, India, Gib and Woking offices. This should also include items such as shift cover, resource rotas and quality control processes.

·  Optimise the Payments, KYC and AS functional processes, ensuring that they are both compliant and fit for purpose. These processes need to be continuously reviewed to ensure that they are streamlined and make the best use of the technology that is available. Measurement of agreed metrics and KPIs needs to be in place to ensure that these processes are both efficient and effective.

·  Provide regular, accurate reporting on the performance of the functions regarding agreed metrics (KPIs & SLAs).

·  Work with internal audit & assurance as well as the Central Compliance Teams.

·  Ensure Responsible Gaming (RG) and Data Protection Act (DPA) procedures are always upheld.

·  Report on issues arising with customers to the central Risk team and any associated verticals.  Analyse issues, recommend improvements and proactively pursue solutions.

·  Work with the Reporting and Planning Manager to provide and deliver reports, analysis and

·  insights as required by the business.

·  Work with the Quality and Training Manager to oversee the training and growth of all employees, with the mind-set that they are our greatest asset.

·  Put in place reward and recognition programs keeping retention levels high and absentee

·  levels to a minimum.

·  Accountable for quality standards being upheld.

·  Training – accountability for ensuring training is delivered to the teams at the right time through ahead planning.

·  Supporting the HR and quality and Training teams in the assessment of the teams in relation to appraisal process and individual training needs analysis.

·  In conjunction with the management of the department, evaluate training delivery to continuously improve the quality and content of training programs.

·  Communicate team progress on a daily/weekly/monthly basis through reporting to the Head of Risk.

·  Participate in the planning, implementation, execution and evaluation of CCO initiatives.

·  Liaise with and participate in aspects of the leadership/staff development programs as required.

·  Participate in the continuous innovation and  creation of new metrics to support operational business goals.

·  Attend and contribute to the calibration process in accordance with global standards to ensure CCO objectives are aligned with business expectations.

·  Act as the POC for CCO during emergency and escalated events both internally and externally.

·  Handle escalated contacts as required

·  Perform any other duties as assigned and required

 Qualifications and Educational Requirements:

  • A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced. 
  • Encourages communication and collaboration across the business, team and stakeholders to build strong relationships and develop cross functional working.
  • A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation.
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field    


Specialist Skills and Experience Required:    

  • 8   to 10 years of experience with managing medium to large customer service contact centre (+30 staff)
  • Strong knowledge of Playtech Back Office Systems (IMS) including BOS,   Open   Bet & I- Poker – an advantage
  • Fluent in English – written and spoken to an excellent standard – a must
  • Online gaming support centre experience – an advantage
  • Experience in know-your-customer (KYC), Payments, Account Security (Fraud), AML and /or Responsible Gambling areas – an advantage
  • Strong knowledge and use of Microsoft Office: Word, Excel, PowerPoint
  • Strong planning skills including ability to track and manage change
  • Ability to develop and successfully manage multiple relationships with multiple stakeholders
  • Ability to set a strong example of professionalism in the workplace and hold others accountable to these standards
  • Strong performance management experience which includes creation of balance scorecards, performance improvement plan and incentive process
  • Strong decision-making and problem-solving skills and can work with minimum supervision
  • Excellent coaching skills
  • Strong analytical skills and detail oriented - Demonstrable aptitude with numbers and spreadsheet  







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.