Sr. Risk & Payments Operations Manager - BetMGM

Entain / GVC Holdings; Manila; On-site; PHP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Sr. Risk & Payments Operations Manager, where your leadership will guide dynamic teams in optimizing Payments, KYC, and Risk functions. This pivotal role involves fostering a culture of excellence, ensuring compliance with regulations, and enhancing customer satisfaction in a vibrant contact center environment. You'll partner with various stakeholders to elevate performance, drive continuous improvement, and implement effective training and development strategies. If you're passionate about innovation and team success, this opportunity is your chance to make a significant impact.

Benefits

Healthcare

Share Schemes

Development Opportunities

Wellbeing Support

Qualifications

• 10-12 years managing medium to large customer service contact centers.
• Experience in KYC, Payments, Fraud, AML, and Responsible Gambling is advantageous.
• Mentors and develops teams through coaching and performance management.

Responsibilities

• Oversee Payments, KYC, and Risk Operations teams ensuring KPIs are met.
• Develop a motivated team with positive engagement and effective communication.
• Collaborate with internal audit and compliance teams to uphold standards.

Skills

Leadership

Performance Management

Analytical Skills

Team Development

KYC Compliance

Risk Management

Education

High School Diploma

Vocational Certificate

Bachelor’s Degree

Tools

Playtech Back Office Systems

IMS

BOS

Open Bet

I-Poker

Job description

Company Description

Sports betting, gaming, and interactive entertainment are evolving, and we are at the forefront of this change. We prioritize people by offering exciting, engaging, and entertaining experiences accessible at your fingertips. We push boundaries through innovation, technology, and the dedication of talented individuals like you. Joining Entain means making it your game—let's win together.

Job Description

As a Sr. Risk & Payments Operations Manager at BetMGM, you will oversee the supervision, direction, and support of the Payments, KYC, and Risk Operations teams based in Manila. Your role involves managing these teams not only as a people manager but also ensuring that business and functional KPIs and SLAs are met and exceeded.

Reporting to the VP of Customer Care, you will be part of the Risk & Payments Team, responsible for the smooth daily operations of Payments, KYC, and Risk functions within a contact center environment. This includes managing team culture, motivation, service quality, and customer satisfaction (both internal and external).

What you will do

• Partner with internal stakeholders such as recruitment, analytics teams, HR, and performance management to optimize recruitment activities, conduct objective setting, and complete PDRs including training and development needs.
• Deliver performance evaluations bi-yearly and hold regular weekly meetings with direct reports.
• Manage poor performance issues in line with company policies.
• Develop a motivated team with positive engagement, low attrition, and effective communication of company updates.
• Optimize resource planning for Payments, KYC, and Risk Operations, considering KPIs, seasonal trends, budget, and location distribution across Manila, Sofia, India, Gibraltar, and other offices. This includes shift coverage, rotas, and quality control.
• Align processes and performance metrics across different geographies.
• Ensure processes are compliant and fit for purpose, providing regular performance reports.
• Collaborate with internal audit, assurance, and compliance teams to uphold standards.
• Maintain compliance with Responsible Gaming and Data Protection regulations.
• Report customer issues to the central Risk team and analyze problems to recommend improvements.
• Work with reporting and planning teams to deliver insights and analysis.
• Oversee employee training and growth, fostering a positive environment.
• Implement reward and recognition programs to enhance retention and reduce absenteeism.
• Ensure KPI achievement through a comprehensive QA program and timely training delivery.
• Assist HR and training teams with performance appraisals and individual training needs.
• Report team progress regularly and participate in leadership development programs.
• Handle escalated contacts and perform other duties as assigned.

Qualifications

• Strategic leader who fosters continuous improvement and collaboration across teams and stakeholders.
• Mentors and develops teams through coaching, goal setting, and performance management, ensuring compliance with regulations.
• High School Diploma, Vocational Certificate, Bachelor’s Degree in any field.
• 10-12 years managing medium to large customer service contact centers.
• Knowledge of Playtech Back Office Systems (IMS), BOS, Open Bet, and I-Poker is advantageous.
• At least 5 years managing in a multinational team environment.
• Experience in online gaming support, KYC, Payments, Fraud, AML, and Responsible Gambling is advantageous.
• Strong planning, analytical, and performance management skills.

Additional Information

At Entain, we offer competitive packages and benefits such as healthcare, share schemes, development opportunities, and wellbeing support. We foster an inclusive community that celebrates individuality. If you require adjustments during recruitment, please contact us.

We are committed to diversity, equity, and inclusion, ensuring all employees feel valued and respected. We adhere to all applicable employment laws and ethical hiring practices globally.