Senior Customer Operations Leader - Deposits & Withdrawals

Hollywoodbets; Durban; On-site; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Matric

Related Diploma/ Degree

Job summary

Hollywoodbets Durban is seeking a Senior Customer Service Manager to oversee EFT withdrawals, deposits, and treasury operations within the Transactional Contact Centre. You will lead CSMs and STLs, driving efficiency, risk management and exceptional service.

In this role you will align with Head of Department, optimize processes, manage escalations, and ensure timely reporting and staffing to support growth across Africa and the UK.

Qualifications

• Customer service experience in a high-volume environment
• Leadership/management experience in customer service operations
• Valid driver’s license
• Experience in financial services, payments, banking or transactional operations

Responsibilities

• Oversee daily withdrawal processing, deposits and treasury functions.
• Manage and support CSMs and STLs to ensure service excellence.
• Plan workforce and coordinate staffing to meet demand.
• Resolve customer complaints promptly and maintain SLA targets.
• Collaborate with Payroll, Recruitment and HR for new hires and terminations.
• Ensure SOPs are maintained and updated with policy changes.
• Monitor performance metrics and generate operational reports.
• Liaise with Internal Audit and banks for reconciliations and system issues.

Skills

Customer Service Experience

Driver's License

Financial Services Experience

Education

Matric

Diploma/ Degree in related field

Job description

Hollywoodbets Durban is seeking a Senior Customer Service Manager to oversee EFT withdrawals, deposits, and treasury operations within the Transactional Contact Centre. You will lead CSMs and STLs, driving efficiency, risk management and exceptional service.

In this role you will align with Head of Department, optimize processes, manage escalations, and ensure timely reporting and staffing to support growth across Africa and the UK.