Payments Team Lead

Anthony Murphy
Job Ref
  • Oversee the daily operations of the Payments Teams
  • 2 years experience in Fraud & Payments within the iGaming industry required
  • Professional growth opportunities offered
Role & Responsibilities:
  • Supervise the daily operations of the Payments Teams, ensuring that volumes and SLAs are kept at an optimal level;
  • Assign tasks to the agents on shift to assure a smooth workflow;
  • Liaise with Payments Manager when needed with regard to any issues that may arise;
  • Suggest improvements required in the PSP back offices and point out any false positives which might negatively affect our customers;
  • Deliver training for the new team members and help them achieve their goals;
  • Carry out quality reviews, keep track of agent performance and recognise areas for training to ensure the continuous growth of the team;
  • Quality control: agent’s assessment based on Withdrawal processing & tickets;
  • Preserve guidelines, procedures, manuals, and other materials for team member’s successful work;
  • Maintain and enhance the Key Performance Indicators (KPI) of the team;
  • Support the Payments Manager with all operational duties & assure any team coverage requirements;
  • Examine workload trends, staffing requirements, knowledge gaps and report it to the Payment Manager;
  • Monthly Preparation of Teams’ Rota;
  • Observe incoming and outgoing payments to ensure the smooth operation of all PSPs;
  • Keep track of PSP Balances to ensure customer payouts can be affected at all times;
  • Make certain resources are used in the most effective way including but not limited to hour, shift, and day coverage;
  • Act as 2nd level escalation point for external and internal escalations;
  • Give feedback of team issues, challenges, mood and needs to the Payment Manager;
  • Put together any department-related reports as required;
  • Execute tasks assigned by the Payment manager;
  • Ensure team delivers service according to desired standards and procedures during shifts;
  • Evaluate team performances on a regular basis;
  • Report all agents’ performance (reporting in an Excel file the statistics of each agent monthly);
  • Ensure team complies with internal rules, distribute daily tasks;
  • Ensure Player Payments team agents are aware of management expectations, as well as how their performance is measured;
  • Identify the weak areas of service and plan effective changes and efficiently with the assistance of the Payments Manager;
  • Produce regular monthly reports on the withdrawal requests and tickets of the agents to make sure the standards are respected and take actions if they are not;
  • Implement new processes, strategies after getting the Payment manager’s green light and take responsibility for the success of the new process/strategy;
  • Notify the Payments Manager of any suspicious cases of Money Laundering;
  • Support the Manager with the escalation of complaints, investigations, or disputes with Authorities/Gaming Authorities;
  • Adhere to corporate-wide and team-specific policies, procedures guidelines and training;
  • Perform ad hoc tasks and projects which may be delegated by the Manager and any additional operational tasks when required.
  • 2 years of experience in Fraud & Payments within the iGaming industry;
  • In-depth knowledge of online payment systems, regulations, and understanding of KYC;
  • Ability to work under pressure and within a dynamic, multicultural environment;
  • Willingness to learn, possess a can-do attitude and be a part of a dynamic fast-growing company;
  • Excellent organisational skills and great attention to detail.
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Anthony Murphy
Senior Consultant
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