Overview: 

The function of the Payments and Fraud Team Leader is to manage and lead the Payments Analyst or Shift Leaders. This role’s aim is to build, lead and maintain am efficient and highly productive team, in terms of providing the best payment experience, fraud mitigation as well as prevention within the payment’s operations, effectively and efficiently.   Help develop the teams and operations for continued improved targets.

Main Responsibilities: 

The main responsibilities include but are not limited to: 

• • Be able to Manage/Supervise the team, monitor workload and re-assign tasks as necessary.
  • Assist, guide, and mentor the teams by providing advice with daily activities where appropriate.
  • Be able to guide the development of existing payments and fraud procedures, applications, tools and training in line with business requirements and team's feedback.
  • Recruitment of new Payments Analysts/Shift Leaders.
  • Ensure that all agents are trained to the highest level of standards and that all possible tools are provided to them to do their job effectively.
  • Manage the respective team to ensure enough coverage throughout the shifts and allocated tasks.
  • Perform Monthly/Quarterly Performance Reviews for the team, based on Productivity, Quality, and General Performance, together with One-to-One meetings and Salary Reviews.
  • Management of team through performance reviews, appraisals, and where necessary refer for disciplinary and grievance processes.
  • Ensuring teams are providing top quality service and delivering high quality output.
  • Maintain weekly/monthly meetings with the team to share any ongoing main topics.
  • Compile relevant data and reports as required by the Head of Payments Operations.
  • Investigate and implement improvements on sites, products and processes in agreement with the HOD.
  • Being reactive at all times & ensure errors and bugs in the system are identified, prioritized, and reported to the respective technical teams effectively and minimize customer impact.
  • Help to create and maintain an effective and positive working environment.
  • Ensure that the department meets the required KPI’s and respective teams meet stipulated SLA’s and continuously improve on deliverables.
  • Coordinate and over see collaborative team and agents’ productivity and quality (Peru Team and Payments Support).
  • To be a key decision-maker in complex or challenging investigations, ensuring any potential risk to the business is mitigated effectively and swiftly. 
  • Tight collaboration with Customer support, AML and RG teams.
  • Effectively navigate the teams through our fast paced and ever-changing operations.
  • Approval of high value payments.
  • Support the Head of Operations in defining team strategy and make recommendations as needed.
  • Develop and implement work schedules to ensure compliance with Colombian labor legislation.
  • Monitor and report all salary-related changes to HR, including overtime, night shifts, Sunday work, and holiday surcharges.
  • Create and maintain PSL CO Wiki pages, ensuring they are kept up to date

Reporting:  

Payments Operations Manager Colombia.

Extra awesome:

• Good command of English
• Previous experience in customer support
• Previous experience in an office environment
• Excellent communication skills both verbally and written.
• Background in customer service (face-to-face, online, or via phone calls)
• Ability to multitask and manage time effectively.
• Proficiency in Microsoft Applications (Word, Excel etc)
• Prior experience in the iGaming sector or payments/finance is highly valued.
• Eagerness to learn and develop.
• Proactive and forward-thinking skills

 

Challenge accepted?

We offer a fun and challenging role in a collaborative and dynamic environment. For the right person there are many different career paths at Betsson, both if you want to deepen your technical skills or work with leadership in the future.

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