Payments and Fraud Team Leader

The function of the Payments Team Leader is to manage and lead the Payments Analyst or Shift Leaders. The aim is to mitigate fraud, provide the best payment experience, provide the best customer experience on all of our brand within the payment’s operations, effectively and efficiently.


Main Responsibilities:

The main responsibilities include but are not limited to:

• Be able to Manage/Supervise the team, monitor workload and re-assign tasks as necessary.
• Assist, guide, and mentor the teams by providing advice with daily activities where appropriate.
• Be able to guide the development of existing payments and fraud procedures, applications, tools and training in line with business requirements and team's feedback.
• Recruitment of new Payments Analysts/Shift Leaders.
• Ensure that all agents are trained to the highest level of standards and that all possible tools are provided to them to do their job effectively.
• Manage the respective team to ensure enough coverage throughout the shifts and allocated tasks.
• Perform Monthly/Quarterly Performance Reviews for the team, based on Productivity, Quality, and General Performance, together with One-to-One meetings and Salary Reviews.
• Management of team through performance reviews, appraisals, and where necessary refer for disciplinary and grievance processes.
• Ensuring teams are providing top quality service and delivering high quality output.
• Maintain weekly/monthly meetings with the team to share any ongoing main topics.
• Compile relevant data and reports as required by the Head of Payments Operations.
• Investigate and implement improvements on sites, products and processes in agreement with the HOD.
• Being reactive at all times & ensure errors and bugs in the system are identified, prioritized, and reported to the respective technical teams effectively and minimize customer impact.
• Help to create and maintain an effective and positive working environment.
• Ensure that the department meets the required KPI’s and respective teams meet stipulated SLA’s and continuously improve on deliverables.
• To be a key decision-maker in complex or challenging investigations, ensuring any potential risk to the business is mitigated effectively and swiftly.
• Tight collaboration with Customer support, AML and RG teams.
• Effectively navigate the teams through our fast paced and ever-changing operations.
• Approval of high value payments.
• Support the Head of Operations in deciding strategy for the team and make recommendations as appropriate
  
  

What we offer

We offer a fun and challenging role in a collaborative and dynamic environment. For the right person there are many different career paths at Betsson, both if you want to deepen your knowledge in Payments & Fraud and leadership.

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