Team Lead Fraud

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

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.

We use the latest technology and information to ensure the security of our clients’ personal information and protection of the business against acts of fraud. From e-commerce and risk service to fraud prevention, compliance and more, our teams work towards creating a safe environment.

Reporting to the Risk and Fraud Operations Manager, the role of Fraud Team Lead will be to manage and maintain an efficient and highly skilled Fraud Team. You will be required to challenge current methodology and enhance, develop and implement new strategies and methods to better understand our customers, their behaviour and intentions and thereby proactively identify risks to the business and mitigate such.

What You’ll Be Doing

As part of your role, your responsibilities will include:

People Management

Duties will include, but not limited to:

• Recruitment: You may be conducting interviews to assist with the recruitment within the Fraud Team.
• Roster Management: Ensure sufficient coverage of team members to manage workload.
• People Development:
• Manage and motivate to extract the best out of the Fraud Team.
• You will be responsible and accountable to drive the correct behaviour with your team.
• You will be responsible to drive a continuous educational and learning environment within the team.
• Frequent development catches ups, and succession planning with your team.
• Honest conversations: Always provide constructive feedback to your team members.
• Ensure that the department’s vision is promoted and that a customer service orientated ethos is developed.
• Ensure that your team members are on top of their game and drive team cohesion and a positive working environment.
• Manage IR related issues:
• Monitor and maintain a concise record or attendance, time keeping, and IR related issues and discuss with Operations Manager and HR managing any concerns in line with company policies
• Query Resolutions.
  
  

Performance Management

• SLA Management:
• Assign workload and manage agent outputs in accordance with proficiency levels.
• Monitor volumes and determine the best strategy with consideration to priorities to ensure SLA standards are met.
• New Starter Performance: closely monitor performance during the probation period with the responsibility of signoff.
• Drive performance of your team with a balance between efficiency and happiness:
• Manage the productivity of the Fraud Team to ensure that service levels are met.
• Provide and record feedback based on Quality Assurance completed on agents - this should not only be restricted to areas of improvements but also recognize high standard of work.
• Performance Management: You will be responsible for the performance of your team members
• Record Agent qualitative issues, i.e. QA feedback, coaching, and training for performance management discussions.
  
  

Escalations Management

• Internal Escalations
• Be available to assist Risk and other departments in the business in relation to Fraud.
• You will be the key contact should anything query require urgent escalation and will take accountability to prioritize appropriately and resolve timeously.
• System Issues:
• Ensure that operational issues are logged with IT where necessary and assume responsibility to get the issue resolved with urgency while keeping stakeholders updated.
• Ensure queries requiring Management/ Stakeholders attention are escalated in a timely and clear manner.
  
  

Risk & Fraud Management

• Monitoring and investigating Fraud related concerns on all markets and providing possible solutions.
• Managing information and workflow between various teams such as Risk, Payments, Banking
• Staying abreast of any changes that may influence fraud processes and ensuring that all staff are kept up to date with operational changes and processes.
• Delegates all queries from third parties to have appropriate action been taken on.
• Report on suspicious behaviour identified to the MLRO.
• Fraud Reporting:
• Providing accurate information for routine audits.
• Ensure that weekly/ monthly reports are delivered within deadlines at a consistently high quality.
• Reporting to Operations Manager:
• Regular reports including, but not limited, to agent quality performance, fraud group behaviour and potential risks to the business identified.
  
  

Relationship Management

• Liaise with different teams within the Department, including Risk 18/7, Risk Operations Specialists & Analyst Team in relation to daily and strategic fraud detection.
• Liaise with different teams within the business including Banking & Payments in relation to daily & strategic fraud detection.
• Build relationships and liaise with Banks/ Processors on behalf of the department during investigations.
  
  

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties to achieve business objectives.

Essential Skills You’ll Bring To The Table

The necessary skills that we require for this role include:

• Minimum 12 months within a Leadership role
• Minimum 24 months experience in Risk & Fraud
• Degree in relevant field
• Previous experience in risk/chargeback mitigation and/or fraud prevention
• 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
  
  

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 Daily Meals
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Curro School Fees Benefit
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• Free Sleep Coaching
• On-site Barista
• Retirement Annuity Subsidy
• Work from home allowance
• Team socials
  
  

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 20 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!