MANAGER - PAYMENT & FRAUD OPERATIONS

Job Description

Job Description

Overview

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world.

We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers.

We care about each customer interaction, experience, behaviour, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality.

We’re taking that foundation of success and bringing it to the digital space ready to join us?

What’s the position?

Our Payments & Fraud Operations Manager will report to the Director of Payments and Fraud and will manage a team responsible for all aspects of the deposit and withdrawal customer cycle.

The role will be responsible for customer service payment and fraud escalations, benchmarking and change implementation, operational improvements, rule refinement, payment risk and transactional reviews and implementing a continuous feedback loop with the aim to deliver the best possible payments experience for our customers.

Key responsibilities include :

• ensuring adherence to while recommending enhancement of policy and process, quality and team performance management, hiring and onboarding
• be the escalation point for the Supervisor group, providing solutions, knowledge and support as required
• be responsible for working with the Director of Payments and Fraud to implement a coaching, feedback and development operating rhythm, having reporting and analytics in place to ensure consistent delivery
• extensive collaboration with the Payments and Fraud Managers and you will frequently be the operational point of contact, working with key stakeholders to implement our payments and fraud strategy

Responsibilities

What are we looking for?

You will be a performance and quality driven manager with extensive payments operations experience, preferably in the ecommerce space.

Having operated in a gambling or sportsbook environment is advantageous but not essential.

The ideal candidate will :

• demonstrate strong leadership, people management and development skills, and thrive on working in a fast-paced environment uncovering and eliminating bottlenecks, and ensuring that effective processes are in place to provide consistent service quality to our customers
• be able to evidence previous experience in identifying risk factors and trends of potentially fraudulent activity, have developed or contributed to fraud detection strategies and business procedures that balance fraud loss and customer experience
• be able to lead root cause analysis to identify opportunities to prevent and mitigate risk within processes and performance
• promote a team ethos conducting regular scheduled team and one-on-one meetings with your Supervisors to address issues and acknowledge success, provide updates regarding performance, and give direction regarding company and department policies and procedures

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include :

• Competitive pay and benefits
• Flexible vacation allowance
• Start-up culture backed by a secure, global brand
• Opportunity to shape a customer experience strategy for a sportsbook enjoyed by millions

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience.

Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play.

We want to celebrate you being you (we are an equal opportunities employer)