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Senior Operations Manager
2 semanas atrás
Job Title: Senior Operations Manager
">The ideal candidate will possess a strong understanding of operations management, with a focus on team leadership and process optimization. As a Senior Operations Manager, you will be responsible for overseeing the day-to-day activities of the Player Operations team, ensuring seamless execution of business processes.
Key Responsibilities:
- Manage and support agents within the Player Operations team to ensure high performance and professional development.
- Monitor attendance, punctuality, and scheduling to ensure optimal team coverage across all shifts.
- Foster a collaborative and high-performance culture through coaching, mentoring, and regular feedback.
- Act as an escalation point for complex issues, guiding agents to effective resolutions.
- Oversee fraud prevention processes, including the detection of suspicious transactions and the early identification of risks.
- Supervise KYC and Enhanced Due Diligence (EDD) procedures to ensure compliance with AML, KYC, and PCI DSS standards.
- Manage payment workflows, including account resets, redemptions, and bonus approvals, while ensuring adherence to policies.
- Collaborate with internal teams to ensure operational consistency and improve documentation practices.
- Monitor and analyze team KPIs, identifying gaps and implementing improvements to enhance performance.
- Develop and manage schedules to ensure adequate staffing and balanced workloads within the team.
- Coordinate with training teams to translate findings from QA audits and operational data into actionable learning programs.
Requirements:
- Minimum 3 years in fraud prevention, payments, or KYC operations, with at least 1 year in a leadership or supervisory role.
- Experience in the iGaming or financial services industry is preferred.
- Familiarity with USA/European gaming accounts is a plus.
Skills:
- Proven ability to lead and develop high-performing teams.
- Strong organizational skills to manage complex operations effectively.
- Analytical mindset with a focus on identifying trends and implementing data-driven solutions.
- Excellent written and verbal communication skills for managing internal and external stakeholders.
- Familiarity with fraud detection tools and workforce scheduling tools.
Benefits:
- Competitive salary.
- Flexible, remote-working opportunities.
- Training and development to help you grow in your career.
- Collaboration with international teams.
- The chance to be part of a fast-growing company shaping the future of gaming.
Work Environment:
This position requires a reliable home office setup with a PC, internet connection, and other necessary equipment.
