Job Description
Digital Gaming Corporation (DGC) operates two leading global Sports Betting and iGaming brands, Jackpot City and Betway. Both brands are licensed and operating in multiple countries and markets around the world. DGC, a Super Group LTD (NYSE: SGHC) operates both brands across the USA, offering iGaming, sports betting, and live dealer table games to customers across multiple states. We do this through web and mobile applications, using some of the most established iGaming software and products available.
Reporting into the Operations Manager – Risk Services in the Risk & Fraud department, the Team Lead Risk Services is required to deliver high quality management of staff, shift, and workload whilst also delivering coaching, quality assurance, and general administrative duties. They are also required to interact and communicate with departments across the business.
This fast-paced role requires an individual who has immense attention to detail, a passion for first-contact resolution, and the ability to work under pressure.
Duties include, but not limited to:
- Be a role model for DGC’s values, Credo, and performance management principles in interactions and overall daily performance
Workload Management
- Ensure effective pre-shift huddles or meetings are held.
- Prioritize workload effectively and priority tasks are completed within the prescribed deadlines.
- Ensure that SLAs are met on each shift as per the targets set by the Department.
- Ensure that the KPI targets of each agent and of the team are recorded and met.
- Ensure HVC customers are prioritized.
- Ensure interdepartmental requests are actioned.
- Ensure issues are logged with the relevant party and manage ongoing escalations ensuring feedback is received in accordance with the criticality of the issues.
- Ensure smooth shift handovers are completed.
- Ensure sufficient coverage for the day based on callouts and arrange necessary back up cover.
- Accountable for the management and execution of customer reviews ensuring the Risk policies and procedures are followed as per business process documents.
- Monitor and respond to escalations sent to Risk Management.
- Responsible for taking high value decisions related to voids, refunds (or similar) in the Team Lead threshold and communicating with the Operations Manager – Risk Services or Director of Banking, Risk, & Operational Compliance regarding voids, refunds (or similar) above the Team Lead threshold.
- Accountable for communication with stakeholders and departments in terms of any Risk related issues.
- Ensure AML-related or compliance-related incidents or accounts are escalated to the relevant department.
- Accountable for overseeing operational rules and reports to ensure customer reviews are triggering as expected.
- Communicate any concerns, patterns, or trends identified with regards to the team, the workload, SLAs, potential fraud groups, etc.
Team Management
- Lead, manage, and motivate the Risk Team.
- Manage the shift roster ensuring optimized coverage taking leave days, nesting periods, training, and peak sporting events, into account to ensure sufficient headcount.
- Complete both qualitative and quantitative performance management of Risk Agents.
- Provide monthly reporting on KPIs and agent development plans with evaluation of patterns and trends.
- Ensure agent development plans are implemented and seen through to completion (performance-based and knowledge-based).
- Monitor attendance to work records and ensure time management is addressed for all team members.
- Ensure constructive team and individual meetings are held regularly.
- Ensure clear communication with the team occurs and the team is well-informed of all business or client updates.
- Ensure effective teamwork and individual relationships are developed across the business and maintained.
- Ensure HR is kept in the loop on all performance or behavior-related concerns and business protocols are adhered to (e.g. documented discussion, verbal warning, etc.).
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.
Essential Criteria:
- Bachelor’s Degree in related field, but experience and/ or training/certification may be substituted for the education.
- Demonstrated leadership capabilities.
- Previous experience within iGaming, eCommerce, and/or closely related field.
- Previous working knowledge of systems and system integration as listed below (or similar):
- Lexis Nexis
- IDology
- GeoComply
- ZenDesk
- Employee must be able to qualify for licenses and permits required by federal, state, and/or local regulations.
- Must be comfortable working on a rotating shift schedule to meet operational needs.
Knowledge, Skills, & Abilities:
- Able to teach, coach, and inspire a team of agents.
- Strong leadership skills.
- Knowledge of Microsoft applications, including Word, Excel, etc.
- Strong analytical ability with a focus on attention to detail.
- Strong problem-solving skills.
- Excellent written and verbal communication.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
Physical Demands:
While performing the duties of this job, the employee should be able to:
- Regularly talk and hear.
- Sit for long periods and reach with hands and arms.
- Lift up to 25 pounds, stand, and walk.
Job Type: Full-time
Pay: $55,981.25 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 4 years
- 5 years
- 6 years
- 7 years
Schedule:
- 8 hour shift
- Day shift
- Evening shift
Work Location: Hybrid remote in Jersey City, NJ 07310