Risk Team Lead

Job description

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. Who we are We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we’re looking for We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary. Why we need you We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. As a Team Lead Risk you’ll 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 organization, the internal and global customers, as well as have a keen passion for mitigating Risk within the business. What you’ll be doing As part of your role, your responsibilities will include: People Management Recruitment: Conduct interviews to assist with the recruitment of the Risk Team. Workday Management: Manage leave requests for your team, ensuring adequate shift staffing. Roster Management: Ensure sufficient coverage of team members to handle the workload. People Development: 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. Promote Department Vision: Foster a customer service-oriented ethos within the team. Performance Management 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. Workflow Management 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. Identify and Influence Rules: Understand the context of each task, enabling you to identify when risk rules are not triggering correctly or when improvements can be made. Communication & Knowledge transfer 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. Escalation Management From Your Team: Make void decisions within your given threshold by evaluating the risk and limiting exposure in line with Risk & Fraud policies. From CSC Team Leaders: Serve as the key contact for urgent escalations, taking accountability to prioritize 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. This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives. Essential skills you’ll bring to the table The necessary skills that we require for this role include: Minimum 24 months Risk/AML/Compliance experience Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively Exceptional attention to detail, ensuring high standards of quality in all outputs Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations Understanding of Risk methodology, systems & technology Intermediate knowledge of MS Office Willing to work shifts Desirable skills you’ve got up your sleeve It would be great if you also have some of the following skills: Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards Minimum 12 months Leadership experience Relevant Diploma/Degree in Law, Accounting, Business, Finance or related Our values are non-negotiables Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward. These competencies are: Management, Motivation and Leadership Planning and Organizing Analytical Thinking Problem Solving Accuracy and attention to detail is essential Stress Tolerance Stakeholder Management Decision Making Communication Skills What you’ll get back We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes: We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career. Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential. Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from. 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 Be part of that Superclass feeling. At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group. It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued. Game on! *Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process. *Shortlisted candidates may need to complete an assessment. This position requires trust and honesty 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. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification. Should you not hear from us within 2 weeks, please deem your application as unsuccessful. The perfect place to work, play and grow!