Withdrawals Team Leader

Hollywoodbets; Durban; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Hollywoodbets in Umhlanga, near Durban, invites applications for four Withdrawals Team Leader roles. You will oversee the Withdrawals and Treasury functions, ensure accurate, timely processing, and maintain high standards of customer service while complying with regulatory requirements.

You will drive operational excellence, set shift plans, monitor KPIs, coach staff, and lead process improvements. A Degree/Diploma in a related field and experience in finance or administration are preferred,

Qualifications

• Leadership role within a Contact Centre.
• Strong attention to detail and customer service skills.
• Finance and administration experience (bonus).

Responsibilities

• Oversee daily operations of the Withdrawals and Treasury departments.
• Ensure all withdrawal requests and communications are up to date and managed.
• Maintain task allocation and shift planning.
• Monitor KPIs including service levels and turnaround times.
• Investigate high withdrawal volumes and provide feedback to management.
• Drive compliance with policies and regulatory requirements.
• Prompt resolution of customer queries with a focus on first-contact resolution.
• Collaborate with QA and other departments to drive improvements.
• Support recruitment, rostering, and payroll-related processes.
• Maintain confidentiality and audit-readiness in handling sensitive data.

Skills

Leadership

Attention to detail

Customer Service Excellence

Administrative Skills

Knowledge of betting types and formats

Education

Degree/Diploma in related field

Tools

MS Office

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 x4 Withdrawals Team Leaders to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The Withdrawals Team Leader is responsible for managing the EFT withdrawals and Treasury functions, ensuring efficient processing, compliance, and exceptional customer service. The role focuses on operational excellence, performance management, process optimization, risk mitigation, and continuous improvement to enhance service delivery and meet business objectives.

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

• Leadership role within a Contact Centre.

A Bonus To Have

• Degree/Diploma in related field.
• Finance and administration experience.

What You’ll Do For The Brand

• Oversee and ensure the smooth daily operations of the Withdrawals and Treasury departments.
• Ensure all withdrawal requests, applications, and relevant communication channels are up to date and effectively managed.
• Maintain oversight of task allocation, ensuring tasks are distributed before each shift.
• Monitor and optimize key performance indicators (KPIs), including service levels and turnaround times.
• Conduct investigations and root cause analysis for high withdrawal volumes, providing feedback to management.
• Drive compliance with company policies, procedures, and regulatory requirements.
• Prompt resolution of customer queries, with a strong focus on first-time resolution.
• Investigate and address escalations efficiently, following up on queries requiring interdepartmental involvement.
• Promote high-quality written and verbal communication in customer interactions.
• Identify recurring customer and audit queries, implementing strategies to reduce them.
• Work closely with the VIP Client Liaison team to maintain high service standards.
• Monitor team performance, ensuring coaching and support for underperforming team members.
• Conduct regular performance reviews and supply necessary documentation to management.
• Provide continuous feedback, training, and development opportunities to enhance productivity.
• Collaborate with Quality Assurance (QA) to discuss departmental improvement areas and address individual performance gaps.
• Maintain a high-performance culture through motivation, engagement, and positive reinforcement.
• Strict adherence to all audit and compliance processes, working closely with internal audits.
• Maintain accurate and up-to-date Acknowledgment of Debt (AOD) documentation and submit records to relevant departments.
• Ensure all necessary audit queries are received, resolved, and returned in a timely manner.
• Conduct regular reviews of internal control procedures to proactively mitigate risks.
• Submit accurate required reports on performance metrics and operational trends.
• Identify process inefficiencies and recommend or implement improvements.
• Conduct monthly competitor analyses to benchmark and enhance withdrawal processing.
• Review and revise control measures and checks for EFT withdrawals to enhance accuracy and security.
• Assist with recruitment to maintain optimal headcount.
• Oversee team rostering and ensure efficient resource allocation based on workload demands.
• All leave requests to be processed on time to support payroll and workforce planning.
• Monitor timesheets, absenteeism, and overtime, ensuring timely submission to Payroll.
• Conduct system access reviews to remove terminated team from the Withdrawals app and Payment Gateway Portals.
• Drive interdepartmental collaboration and initiatives.
• Communicate key issues and updates to management and relevant stakeholders.
• Support the implementation of new business initiatives and projects to enhance service delivery.
• Ensure the company brand and image are promoted through excellent customer service.
• Uphold high ethical standards and maintain confidentiality in handling sensitive financial transactions.
• Attend to ad-hoc functions as required due to operational requirements.

What You’ll Bring To The Team

• Attention to detail
• Customer Service Excellence
• Exceptional admin skills
• Sound working knowledge of MS office
• Strong knowledge of betting types and platforms.

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