Customer Service Manager (Withdrawals)

Hollywoodbets; Durban; On-site; ZAR 360,000 - 520,000; Full time

Job summary

Hollywoodbets in Durban, KwaZulu-Natal, invites applications for a Customer Service Manager (Withdrawals) to lead the Withdrawals and Treasury departments. You will oversee EFT withdrawals, ensure smooth daily operations, and maintain communications with clients and internal teams.

The role requires 3-5 years of management experience and a background in finance, with strong administration skills and a focus on performance metrics, rostering, and payroll coordination.

Qualifications

• 3-5 years of management experience.
• Finance experience is preferred.
• Strong administration skills.

Responsibilities

• Ensure the daily operations of the Withdrawals and Treasury departments run smoothly.
• Oversee all EFT withdrawals and related communications.
• Monitor and improve performance metrics for agents and teams.
• Coordinate with Payroll and HR on take-ons/dismissals and timekeeping.
• Manage staff rostering, timesheets, and absenteeism.
• Ensure leave processing is timely and accurate.

Skills

Administration

Management experience

Finance

Education

Matric

Diploma/Degree

Valid Driver's License

Job description

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.

So, are you ready to level up, learn, and perform at your best?

Please note that only applicants who meet the stipulated minimum requirements will be considered.

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.

Job Info

• Job Identification 2560
• Job Category Client / Customer Service
• Posting Date 09/25/2026, 01:20 PM
• Locations 6, Durban, KwaZulu-Natal, 4320, ZA (On-site)
• Apply Before 10/02/2026, 01:20 PM
• Job Schedule Full time
• Roster Yes