Senior Customer Service & Payments Operations Lead

Winning Form

Durban

On-site

ZAR 1,000,000 - 1,600,000

Full time

13 days ago

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Benefits offered by this job

Matric

Diploma/ Degree

Job summary

Hollywoodbets in Durban, KwaZulu-Natal, seeks a Senior Customer Service Manager to oversee EFT withdrawals, deposit operations, and treasury functions within the Transactional Contact Centre. You will lead Customer Service Managers and Senior Team Leaders, ensuring compliance, risk management, and exceptional service delivery to support growth across Africa and beyond.

The role emphasizes workforce planning, stakeholder engagement, process optimisation, and escalation handling, with a focus on

Qualifications

Customer Service Experience (Essential)
Minimum 7 years' experience in customer service operations, with at least 5 years in a leadership or management role.
Valid Drivers License
Financial services, payments, banking or transactional operations experience

Responsibilities

Oversee daily operations of withdrawals, deposits and treasury functions to ensure smooth processing.
Ensure all withdrawal and deposit systems and channels are fully operational and monitored.
Manage CSMs and STLs to optimise performance and service delivery.
Address escalations promptly and coordinate with Payroll, HR and IT as needed.
Generate and analyse performance reports to identify trends and improvement opportunities.
Assist with staffing, rosters, and recruitment to meet business needs.