Head of Payments Operations

As a Head of Payments Operations, you’ll be responsible for owning and orchestrating every aspect of the withdrawal life cycle, spanning operations, processes, projects, reporting, systems, and cashflow management. You will ensure withdrawals are executed efficiently, reliably, and compliantly across all markets while driving continuous improvement, operational scalability, and best‑in‑class player experience. This role serves as the operational authority for withdrawals, partnering closely with business stakeholders and external providers to maintain performance, optimise processes, and deliver strategic operational initiatives.

• Define, maintain, and oversee withdrawal workflows across all payment methods and markets.
• Develop clear policies and guidelines to ensure compliance, consistency, and operational efficiency.
• Identify process gaps and implement changes to reduce friction, risk, and operational overhead.
• Partner with Compliance and Fraud functions to ensure withdrawal rules adhere to regulatory and risk frameworks.
• Serve as the primary operational liaison between Payments, Customer Operations, Compliance, Finance, and Product teams.
• Manage relationships with third‑party payment providers to ensure smooth withdrawal execution and issue resolution.
• Communicate strategic updates, escalations, and operational dependencies across internal teams.
• Collaborate cross‑functionally to support new market entries, provider changes, and feature launches.
• Use withdrawal and payment performance data to identify inefficiencies, player friction points, or risk signals.
• Work with BI and analytics teams to build dashboards, automated reporting, and KPI frameworks.
• Translate data trends into business cases for system enhancements or provider changes.
• Manage daily cashflow requirements across multiple PSPs, banks, and wallets.
• Ensure optimal balances for operational continuity while minimizing idle funds.
• Collaborate with Treasury and Finance to forecast needs and improve capital efficiency.
• Monitor settlement cycles, payout velocities, and funding delays to maintain accuracy and liquidity.
• Regularly report operational performance, risks, SLAs, and initiatives to senior stakeholders.
• Prepare and present structured business cases for resourcing, process changes, and tooling investments.
• Highlight root‑cause insights, improvement plans, and long‑term operational strategies.
• Influence leadership decisions by providing clear, data-backed perspectives on operational priorities.
• Lead operational projects focused on scalability, automation, compliance, and efficiency.
• Continuously evaluate existing workflows, tools, and vendor capabilities to identify improvement opportunities.
• Partner with Product and Engineering to implement system enhancements, automation layers, and operational tools.
• Ensure new processes are thoroughly documented, communicated, and embedded across teams.

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required)
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required)
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (required)
• Exceptional attention to detail, ensuring high standards of quality in all outputs (required)
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required)
• Minimum 5 years’ experience in payments, banking operations, or transaction processing, including oversight of day‑to‑day operational activities. (required)
• Demonstrated experience in risk operations, managing payment routing, deployment processes, analytics, and operational support environments. (required)
• Hands‑on experience with banking and card processing workflows, including routing logic and operational troubleshooting. (required)
• Ability to analyse operational performance data and support continuous improvement initiatives. (required)
• Experience implementing or maintaining operational policies, and compliance‑aligned procedures. (required)
• Familiarity with risk management practices, particularly those relating to fraudulent or high‑risk transaction environment. (required)
• Demonstrated ability to lead and manage multidisciplinary operations teams. (required)
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (preferred)
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (preferred)
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (preferred)
• Experience in developing and executing customer retention strategies (preferred)
• Bachelor’s degree in one of the following: Finance, Business Administration, Economics or Accounting (preferred)

• Comprehensive learning and development programmes
• Innovative Performance Tool for regular, constructive feedback
• Employee Assistance programme
• Free Daily Meals
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Curro School Fees Benefit
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• Free Sleep Coaching
• On-site Barista
• Retirement Annuity Subsidy