Betclic.It Operation Manager

  • Customer and Product
  • Sliema, Malta

Betclic.It Operation Manager

Job description

Job Purpose Summary: Operation Manager leads and develops the Customer Service and Risk & Fraud team for the Italian market. Accountable for the operational KPI’s and customer SLA’s, the Operation manager aims to deliver the best customer experience while proactively anticipating issues to minimize risk exposure and counteract payment fraud.

Reporting to the Head of Risk, Fraud and Payments, the .it Operation manager leads a team of 4 analysts.

Key Job Functions:

  • To evaluate, implement and administer customer support processes, procedures, policies and training
  • To reduce inbound contacts from customers through improved quality in communication, processes, resource planning and system usage
  • To minimize fraud exposure by detecting fraudulent customers
  • To ensure the business is operationally aligned with the requirements put forth by the regulatory body as well as applicable laws with respect to AML/CFT, including applying a risk rating to accounts within our database, handling SAR escalations to the MLROs and gathering high quality reports to respond to judiciary requests
  • To identify and prevent players from risk addiction and act according to agreed procedures when needed
  • To ensure all players funds withdrawals are legitimate and consistent with terms & conditions
  • To monitor active bonus campaigns and their vulnerabilities assuring that they do not manifest into business losses through diligent oversight of the customer base
  • To instil best practices, processes and systems and drive continuous improvement environment
  • To be a key decision maker in complex or challenging investigations, ensuring any potential risk to the business is mitigated effectively and swiftly 
  • To be reactive at all times & ensure errors and bugs in the system are identified, prioritized and reported to the respective project management/technical teams effectively
  • To provide guidance, direction and feedback to the team and management in the form of support metrics
  • To manage queries from external auditors related to risk, fraud, payments and customers service areas
  • To work in partnership with the Compliance department to implement all necessary diligences required by the regulatory body and the managerial team
  • To continuously liaise with other verticals to ensure consistency of message and coordination across the market

Job requirements

Skills and Competencies:

  • Excellent interpersonal, leadership & communication skills
  • A strong, effective and fair decision maker
  • Excellent administration, planning and organizational skills - a self-starter
  • Innovative - to identify opportunities for improvements in existing processes & systems
  • Flexible, enjoying a frequently changing environment

Qualification and Experience:

  • +5 years exposure the Italian on-line sport and casino industry
  • +5 years exposure to Risk, Fraud and Customer Service areas
  • Knowledge of Exalogic and salesforce products is an asset
  • Fluent in Italian and excellent written and spoken English
  • Working experience in a leadership role (manage of team of 4 analysts)
  • Ideally with compliance, responsible gaming and/or anti-money laundering qualifications