Banking Payments Lead

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

What You’ll Do

You’ll take ownership of work that gives us our competitive edge, including:

• Take overall accountability for the customer money journey linked to payments, ensuring activity is managed in line with prevailing processes and service expectations.
• Supervise team members to ensure deliverables are achieved, remove blockers, troubleshoot operational issues and maintain strong day-to-day performance management.
• Manage and coordinate team working schedules to ensure appropriate coverage across weekends, public holidays and business peak periods where required.
• Identify, communicate and resolve missing, delayed or erroneous withdrawal transactions within agreed turnaround times and team SLAs.
• Capture manual withdrawals and pre-authorised transactions accurately and timeously to support the best possible customer experience.
• Investigate problematic processors, systems or transaction flows affecting processing and escalate or coordinate with banking and external teams to drive quick resolution.
• Perform manual reconciliations when required, investigate recon breaks and ensure corrective action is taken timeously.
• Troubleshoot issues directly with third-party processors and internal departments to identify root cause, recommend solutions and help prevent recurrence.
• Review training manuals regularly, update them with new information and ensure effective knowledge sharing within the team and across relevant departments.
• Communicate process changes, processor notifications, banking updates and other relevant monies-in and monies-out information to stakeholders to improve readiness and customer support.
• Monitor competitor offerings, daily trends, query volumes and escalations, and provide researched recommendations to improve the customer offering and experience.
• Identify risk areas in processes or systems, escalate concerns to management and recommend controls to mitigate financial loss, abuse or brand risk.
• Monitor monies-in and monies-out statistics daily, identify spikes or service alerts and communicate risks promptly to management and third parties for quick action.
• Prepare detailed incident reports and root cause analysis assessments for management review and support integration testing and onboarding of new processing providers.
• Continuously review the end-to-end customer journey and identify opportunities to improve efficiency through automation, bulk functions, policy enhancements and process redesign.

This list covers your core responsibilities – with plenty of room to stretch, explore and take on new challenges as we grow.

What You’ll Bring

You’re someone who brings:

• A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals
• Strong organisational skills and the ability to manage multiple projects without dropping the ball
• Exceptional attention to detail and a commitment to high‑quality work
• Clear, confident communication skills, both written and verbal, with the ability to engage effectively across teams and stakeholders.
• Strong leadership capability with experience supervising and coordinating team performance in a high-volume operational environment.
• Advanced Excel skills and the ability to work confidently with transactional data, reconciliations and reporting.
• A solid understanding of payment processing across mobile money, cards, e-cash/e-wallets, internet banking and voucher purchases and redemptions.
• Strong technical understanding of processing flows and data sources, with the ability to investigate issues and identify root causes.
• Excellent time management, strong attention to detail and the ability to work under pressure while meeting deadlines.
• A high level of accountability, adaptability and the ability to work independently as well as collaboratively with multidisciplinary teams.

Desirable Skills You’ve Got Up Your Sleeve

It would be great if you also have some of the following skills:

• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Experience in developing and executing customer retention strategies
• Knowledge or exposure to financial product development or implementation.
• A BCom qualification, or progress towards completing one.
• Experience with integration testing and onboarding of new payment or processing providers.
• Exposure to incident management, root cause analysis and operational risk identification.
• Awareness of sporting calendars and peak-event impacts on transaction volumes.
• 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!