Senior Team Leader Withdrawals

Hollywoodbets

Durban

On-site

ZAR 420,000 - 540,000

Full time

4 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Administration

Finance Management

Diploma/Degree

Job summary

Hollywoodbets,based in Durban, seeks a Senior Team Leader Withdrawals to oversee the withdrawals team, drive performance and ensure service excellence. You will coach agents, manage daily operations and maintain strong compliance with company policies in a fast-paced environment.

The role focuses on process optimization, stakeholder communication, and timely reporting, with a strong emphasis on mentoring staff and maintaining high ethical standards.

Responsibilities

Oversee daily operations of the withdrawals team to ensure smooth service delivery and KPI achievement.
Monitor performance of agents with coaching to drive improvements and maintain excellent customer service.
Submit regular reporting to management and assist with recruitment to maintain headcount.
Identify root causes of issues and implement corrective actions to improve processes and reduce escalations.
Ensure compliance with company policies and internal controls, including audit readiness and documentation updates.
Collaborate with other departments to understand dependencies and ensure timely handling of withdrawal requests.

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:

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 elevate 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/disciplinaryprocesses 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.