Risk, Fraud & Payment Team Leader

at  iGP Operations LTD

ABOUT US:

We at iGaming Platform are all about positive attitude! We have a high-energy atmosphere, and we love to encourage one another. We don’t avoid challenges; rather, we embrace them as opportunities to grow and learn. We want people to take the action and lead by example. In everything we do, we constantly aim for excellence by going above and beyond. Our values demonstrate our commitment to establishing a welcoming and rewarding workplace where everyone may thrive and significantly impact the industry. Come and be a part of our inspiring team by joining us!

ABOUT THE ROLE:

The Risk, Fraud & Payment Team Leader will be assisting with evaluations, training & support, ensuring that the Risk, Fraud & Payment analysts provide the expected levels of service in line with the regulations and procedures, reporting directly to the Risk, Fraud & Payment Operations Manager. Moreover, you will be the key go-to person with a strong eye for detail, analytical skills, and expert problem-solving skills to ensure the full satisfaction of our customers.

WHAT YOU’LL DO:

• Manage and oversee the team of Analysts during needed business operational hours and be the first point of escalation for all agents.
• Being responsible for monitoring, assessing, and reporting on performance in all Payments, Fraud, and KYC related matters and that company SLAs are met daily and exceptionally such as document and pay-out handling times.
• Ensure the team follows best practices when it comes to Payments, KYC & Risk in line with the department KPIs.
• Provide and assessing quality and productivity assessment for all Analysts.
• Review and manage any escalated issues and resolve them in a timely manner in line with company agreed SLAs.
• Providing regular feedback, communicating departmental changes in procedures, and ensuring the department is up to date with the latest policies and that these are being followed correctly.
• Monitor bonus abuse, identity theft, and other types of fraud cases and take actions where needed to reduce/mitigate any potential risks and losses and that these are reported effectively.
• Report on the team’s productivity, efficiency, and performance to the Risk, Fraud & Payment Operations Manager daily.
• Mentor and overseeing the team’s performance with regular one to ones.
• Assisting the Risk, Fraud & Payment Operations Manager on different projects.
• Manage and plan the schedule for the team and set day to day tasks ensuring all aspects of the workload are covered within the daily operational needs.
• Deliver training sessions covering specific areas such as back office, PSP back office, procedures, quality, and process.
• Identify individual and team skill gaps, creating development plans, delivering refreshment training and up-skilling analysts to be fully competent.