Risk Team Lead

As a Team Lead Risk, you will be supporting the team to lead, guide, and support them to achieve optimal results. The role will be responsible for ensuring that the 18/7 Risk Area provides SuperClass service to meet the needs of the organisation, the internal and global customers, as well as have a keen passion for mitigating Risk within the business.

This position requires trust and honesty as it has access to customers' financial details, therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement, therefore a qualification verification check will be done.

• Conduct interviews to assist with the recruitment of the Risk Team.
• Manage leave requests for your team, ensuring adequate shift staffing.
• Ensure sufficient coverage of team members to handle the workload.
• Drive and maintain the correct behaviour within your team.
• Identify individual and common coaching/training needs.
• Conduct frequent development catch-ups and succession planning with your team.
• Provide constructive feedback through honest conversations.
• Foster a customer service-oriented ethos within the team.
• Ensure SLA standards are met for each shift, agent, and team, in accordance with department targets.
• Report on SLA management during shift handovers and to the Service Manager.
• Collaborate with coaches to monitor and evaluate performance during the incubation period, with responsibility for sign-off.
• Maintain a balance between team efficiency and morale.
• Set and monitor KPI expectations for all team members.
• Work with coaches to enhance team proficiency.
• Provide and document feedback based on Quality Assurance, recognizing both areas for improvement and high standards of work.
• Conduct performance appraisals for team members.
• Document qualitative issues, such as QA feedback, coaching, and training, for performance management discussions.
• Monitor volumes and determine the best strategy, considering priorities, to maintain SLAs.
• Assign workloads and manage agent outputs based on proficiency levels.
• Ensure agents manage their breaks and adhere to prompt start and end of shifts.
• Ensure your team members perform at their best, fostering team cohesion and a positive working environment.
• Manage and handle escalations as needed, ensuring SLA targets are met.
• Promptly inform stakeholders of any operational or player-impacting issues.
• Understand the context of each task, enabling you to identify when risk rules are not triggering correctly or when improvements can be made.
• Ensure agents are knowledgeable and aware of objectives at the start and throughout the shift.
• Brief all agents on current issues, priorities, and any process or system changes.
• Provide a comprehensive debrief to the relieving Team Leader, ensuring they understand the previous shift and are updated on what to be aware of for the next shift.
• Ensure all business and operational communication reaches every team member, providing full context and understanding.
• Foster an environment of discussion to make collaborative decisions when reviewing accounts.
• Be available for void and cash-in sign-off in line with escalation policies while educating team members.
• Drive a continuous educational and learning experience on shift, finding fun and engaging ways to do this.
• Provide regular reports on risk agent quality performance, developments, and training.
• Record and report any performance management concerns or IR matters.
• Make void decisions within your given threshold by evaluating the risk and limiting exposure in line with Risk & Fraud policies.
• Serve as the key contact for urgent escalations, taking accountability to prioritise and resolve them promptly.
• Log operational issues with IT as necessary and ensure their resolution with urgency, keeping stakeholders updated throughout the process.
• Ensure queries requiring management attention are escalated in a timely and clear manner.

• Minimum 24 months Risk/AML/Compliance experience (required)
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (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)
• Understanding of Risk methodology, systems & technology (required)
• Intermediate knowledge of MS Office (required)
• Willing to work shifts (required)
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (preferred)
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (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)
• Minimum 12 months Leadership experience (preferred)
• Relevant Diploma/Degree in Law, Accounting, Business, Finance or related (preferred)

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