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 Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.