Sr. Risk & Payments Operations Manager - BetMGM

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

As a Sr. Risk & Payments Operations Manager - BetMGM you will be responsible for 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.

Reporting to the VP of Customer Care and you will be part of the Risk & Payments Team, who will take the full responsibility for the smooth running of the day-to-day Payments, KYC and Risk Operations functions in a contact center environment, including end to end management of the culture, motivation, quality of service and customer (internal and external) satisfaction from service.

What You Will Do

• Partnering with internal stakeholders such as including recruitment (optimize all recruitment activity including selection, induction, objective setting), analytics teams, human resources, and performance managing your teams 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.
• 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 companywide communications are disseminated down to all operations’ staff.
• Optimize 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 Working offices. This should also include items such as shift cover, resource rotas and quality control processes.
• Ensure alignment of processes and performance metrics between the Philippines-based teams and those in other world geographies
• Optimize the Payments, KYC and AS functional processes, ensuring that they are both compliant and fit for purpose.
• 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.
• Analyze 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 the KPI achievement in a comprehensive QA program
• Accountable for ensuring training is delivered to the teams at the right time through ahead planning.
• Support the HR and quality and Training teams in the assessment of the teams in relation to appraisal process and individual training needs analysis.
• Communicate team progress on a daily/weekly/monthly basis through reporting to the Head of Risk.
• Liaise with and participate in aspects of the leadership/staff development programs as required.
• Handle escalated contacts as required
• Perform any other duties as assigned and required
  
  

Qualifications

• 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
• 10 -12 years of experience with managing medium to large customer service contact centre
• Strong knowledge of Playtech Back Office Systems (IMS) including BOS, Open Bet & I- Poker – an advantage
• At least 5 years’ experience managing in a multi-national team environment
• Online gaming support centre experience – an advantage
• Experience in know-your-customer (KYC), Payments, Account Security (Fraud), AML and Responsible Gambling areas – an advantage
• Strong planning skills including ability to track and manage change
• Strong performance management experience which includes creation of balance scorecards, performance improvement plan and incentive process
• Strong analytical skills and detail oriented - Demonstrable aptitude with numbers and spreadsheet
  
  

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.
  
  

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.