Customer Service Manager (Withdrawals)

Winning Form

Durban

On-site

ZAR 420,000 - 660,000

Full time

2 days ago

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Job summary

Hollywoodbets in Durban, KwaZulu-Natal is seeking a Customer Service Manager (Withdrawals) to lead the Withdrawals and Treasury teams. Based in Durban, you will oversee EFT withdrawals, ensure smooth daily operations, and maintain high service standards across the brand.

The role requires 3-5 years of management experience in finance, Matric or higher; a Diploma or Degree is preferred. You will collaborate with Payroll and HR to manage staff changes, monitor performance, and drive process

Qualifications

3–5 years of management experience in a financial services or related environment.
Matric and a Diploma or Degree are a bonus.
Valid Driver's License is advantageous.

Responsibilities

Ensure daily operations of the departments run smoothly.
Oversee withdrawals and communications with clients.
Manage banking downtime and escalate issues as needed.
Follow up on customer complaints and drive resolution.
Monitor agent performance and coach where needed.
Report daily, weekly and monthly statistics.
Assist with recruitment and roster staff as required.
Coordinate with Payroll and HR on staff changes.
Handle leave, timesheets, and attendance records.
Support new business development and projects.

Skills

Administration

Management experience

Finance

Education

Matric

Diploma/Degree

Job description

Trending

Responsibilities

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.
We have an amazing opportunity for a Customer Service Manager (Withdrawals) based in Durban, KwaZulu-Natal. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for all EFT withdrawals and management of the Withdrawals and Treasury departments.

What You’ll Bring To The Team:

Administration
3-5 years management experience
Finance

A Bonus To Have :

Matric
Diploma/Degree
Valid Driver's License

What You’ll Do For The Brand:

Ensure the daily operations of the departments run smoothly.
Ensure that all withdrawals and communications are functioning fully.
Ensure any banking downtime is managed efficiently and escalated where appropriate.
Customer Service-Follow up with customer complaints.
Monitor daily, weekly and monthly performance of agents and ensure coaching takes place for agents that need improvement.
Reporting of daily, weekly and monthly statistics.
Monthly Competitor Analysis to be completed.
Track volumes and continuously project growth in assistance for recruitment of new staff etc.
Monthly Staff rostering.
Monitoring time sheets and absenteeism.
Ensure all leave is processed timeously.
Signing off timesheets and overtime monthly.
Submit all necessary allowance and incentive documents to Payroll timeously.
Work closely with Payroll and HR to ensure that all new take-ons and dismissals are actioned timeously.
Perform monthly checks on the Withdrawals app and the Payment Gateway Portal’s to ensure that access is deleted for all terminated employees.
Communication between Clients and VIP Client Liaison Manager/Officer.
Ensure all leave is processed timeously on ESS in order for timesheets and salaries to be managed accordingly in Payroll.
Ensure updating of the website is done to inform customers of down time where appropriate
Ensure all Queries/Shortages are managed efficiently and actioned timeously.
Recruitment - ensuring that optimum headcounts are maintained.
Continuously revise controls and checks for EFT withdrawals.
Manage all Training and development within the departments.
Assist with the smooth implementation of new business development/ projects.
Assist with salary sign off where needed.
Any ad hoc tasks.