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

DigiOutsource is a global iGaming technology and services company and part of Super Group (SGHC), the holding company behind the Betway and Spin brands. Headquartered in Cape Town, South Africa, with offices in London and Portugal, it provides software development, digital marketing, business intelligence, design and communications services that power leading online gaming brands. The company employs around 1,200 people across multiple continents. DigiOutsource was formed from the merger of the ForwardSlash and SpeakUp Communications businesses and operates as a key technology hub within Super Group.

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