Senior Team Leader Withdrawals

Hollywoodbets; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Hollywoodbets is seeking a Senior Team Leader Withdrawals based in Durban, Kwa-Zulu Natal. You will oversee the withdrawals team, drive operational excellence, coach staff, and ensure policy compliance to support service levels and business objectives.

You will lead performance reviews, manage task allocations, and collaborate with auditors while maintaining strong customer service standards and timely issue escalation.

Qualifications

• 3+ years management experience.
• Experience executing functions within a business admin environment.
• Proactive planning and organizing of administrative tasks.

Responsibilities

• Ensure daily operations of the departments run smoothly.
• Follow up on customer complaints and ensure service quality.
• Monitor daily, weekly and monthly performance of agents with coaching where needed.
• Submit daily, weekly, and monthly KPI reporting to management.

Skills

Management experience

Education

Diploma/Degree

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 Senior Team Leader Withdrawals to be based in Durban, Kwa-Zulu Natal. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible to oversee and manage the withdrawals team to ensure operational excellence, exceptional customer service, and alignment with business objectives. This role focuses on driving team performance through clear direction, coaching, and motivation while maintaining compliance with company policies. The role involves process optimization, strategic planning, and effective communication with stakeholders to enhance overall service delivery.

With Hollywoodbets You Will

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring

• 3-years management experience.
• Execute a variety of functions within a business administrative environment.
• Plan and organize administrative functions proactively.

A Bonus To Have

• Administration
• Finance Management
• Diploma/Degree

What You’ll Do For The Brand

• Ensure the daily operations of the departments run smoothly.
• 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.
• Submit daily, weekly, and monthly reporting statistics to management and ensure that the statistics are meeting the KPI requirements.
• Oversight of Task Allocation.
• Ensure all AOD documentation is correct, signed, and updated accordingly.
• Work closely with audits in ensuring that all the necessary audit queries are received and returned in a timely manner.
• Ensure Recons are done daily
• Ensure monitoring of the applications/systems, pick up on any issues and escalated accordingly
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query.
• Ensure queries are resolved timeously and at a point where possible as well as queries escalated to other departments. Ensure follow-up until resolved.
• Ensure quality targets are achieved and interventions are implemented to increase Quality where there are shortfalls.
• Assist the manager with recruitment to ensure optimum headcount is maintained.
• Continuously revise controls and checks for Withdrawal teams.
• Training and development within the departments, ensuring that training material is updated where necessary.
• Identify ways in which to increase motivation in the team to foster a positive work environment.
• Assist management with performance improvement plans and assist with coaching where appropriate
• Ensure the team displays good customer service principles when dealing with customers and other internal team members/departments/branches and maintain turnaround times for account queries within departmental norms.
• Daily, weekly, and monthly reporting to the Senior Operations Manager & Head of Contact Centre’s
• Liaise with departments with other departments in the Contact Centre to have a better understanding of the effect our teams have.
• Communication of issues to management across the Contact Centre when needed
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required.
• Work closely with other relevant departments to understand the dependencies that exist between departments, if any.
• Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be proactive in managing and highlighting potential concerns.
• Ensure that the company brand and image are promoted through excellent customer service.
• Ensure pending Withdrawal requests, the withdrawals app, and relevant communication channels are kept up to date.
• Ensure daily task allocation is updated and sent out prior to the start of the shift.
• Escalate system issues to the relevant teams/departments.
• Assist in managing/investigating high volumes of withdrawal requests.
• Handle customer queries and escalations when needed.
• This is a position of trust, and high ethical standards are expected within this role.
• Any adhoc 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.