Team Lead Monies In

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

Responsible for upholding a positive customer experience and protect and support revenue growth in the business. In addition, the role requires strong attention to detail in all allocations, reconciliations, quality assurance and communication with fellow team members while seeking ways to improve current processes or systems and ensure knowledge sharing while working as part of a team.

Overall management and accountability for the customer money journey, linked to payments, in line with prevailing processes

Supervision of all employees within the team ensuring deliverables are achieved and also troubleshooting blockers or problems

Management and coordination of the team’s working schedules

Identifying, communicating, and correcting / resolving of missing or erroneous withdrawal transactions

Withdrawal resolution of escalations/queries based on company/ Team SLA

Accurate and timeous capturing of manual withdrawals/pre-authorized transactions to ensure our customers have received the best possible experience

• Investigate and highlight problematic processors / systems affecting transactional processing and escalate and drive resolution or assist banking and external teams to get to quick resolutions
• Review training manuals provided daily and enhance manuals with new information that can assist the team to enhance their knowledge
• Communicate changes in process / notifications from processors or banks and any other relevant information regarding Monies in or Monies out to other departments to ensure knowledge sharing and to enable other teams to be better prepared to manage the customer’s experience
• Investigate and Review competitor’s offerings through daily research and query/escalation monitoring and put forward researched suggestions of changes required to improve our offering and ultimately our customers experience with our brand
• Identify possible risk areas in process or systems with suggestions for changes required to management to mitigate these risk areas and protect our Brand form financial loss or abuse
• Perform recons manually when needed and action taken timeously
• Being able to Trouble shoot issues directly with 3rd party Processors, and internal departments to identify cause and put forward researched solutions suggestions to fix and prevent issues from occurring in future
• Identify data/statement issues and escalate to Appropriate 3rd party or internal departments to have issues resolved
• Must be aware of current and upcoming sporting events and have insight on events that could contribute to volume spikes in the business
• Assist with integration testing and on boarding of new processing providers
• Continuously review and evaluate the customer journey and actively take part in improving the customer’s experience
• Consistently be identifying and put forward areas for improvement in efficiency around process or policies through automation, bulk functions, or enhancements to manual processes
• Complete detailed incident reports & RCA (Root Cause Analysis) assessments to submit to management for review
• Monitor Monies in and Monies out stats daily to highlight spikes and alerts to management and 3rd parties to ensure minimal customer negative impact and quick resolutions
• Identify and suggest alert-based notifications to assist with quick action taken on potential problematic systems/processors
  
  

Skills And Experience Required

• 3+ years in financial processing or similar role
• Advanced Excel Skills (Essential)
• Team leadership experience
• A good understanding of transactional processing via Mobile Money, Cards, E-Cash/E-Wallet, Internet Banking and voucher purchases and redemptions
• Have a technical understanding of data sources
• Have a technical understanding of processing
• Having a BCom or working towards a BCom is preferable
• Deadline driven with good time management
• Adapts well to change
• Strong sense of accountability and responsibility
• Ability to work under pressure
• Strong attention to detail
• Strong written and oral communication
• Successful candidates must have own reliable transport
• Knowledge/exposure to financial product development / implementation would be advantageous
• A successful candidate must be willing to work weekends and public holidays as per business requirements
• Able to work independently and manage time effectively, as well as work collaboratively with multi-disciplinary teams
• 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.

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