Vacancy Type:
23 (Entain)

Role Purpose

Working with the Operations Director and Senior Ops Manager to plan and deliver a high quality reactive and proactive “Core Transactions” function for the Ladbrokes Coral digital business.  Core Transactions combines the three core functions of Payments Processing, Know Your Customer (KYC) and Risk Operations. By having one key person responsible for Payments, KYC and Risk Operations, a focused approach can be taken on enhancing and delivering value to the business through the key functions of Verification (KYC), Customer Payments, Fraud protection.

This position will be responsible for the supervision, direction and support of the Payments, KYC and Risk Operations teams based in Manila not only as a people manager but also ensuring that business/functional KPIs and SLAs are met and exceeded. This position requires focused leadership and an aspiration to the highest standards of effectiveness and efficiency. Aiming at the highest standards of performance, the role must possess strong business acumen, naturally build strong relationships and have an eye for detail. Training, coaching and engaging your team are the cornerstone of your success. In addition, it is expected that the Payments and Risk Operations Manager will share key insights and trends with the wider business and champion the continuous learning and improvement ethos.

Key Responsibilities

  • Full responsibility for the smooth running of the day-to-day Payments, KYC and Risk Operations functions, including end to end management of the culture, motivation, quality of service and customer (internal and external) satisfaction from service. This will require personal flexibility and a willingness to be available to support staff on all shifts.
  • Working with the Operations Director and the Senior Payments & Risk Manager to collectively manage and develop a new and growing team of other Risk Team Managers and their teams including recruitment (optimize all recruitment activity including selection, induction, objective setting) and performance management (complete PDRs including values, training and development needs).
  • Deliver performance evaluations (bi-yearly) for direct reports in addition to regular weekly meetings.
  • Ensure all team members have regular performance conversations and 1:1s.
  • Manage poor performance (e.g. quality, productivity, attendance etc.) in line with company policy
  • Develop a highly motivated team with positive engagement and low attrition and ensure company wide communications are disseminated down to all operations’ staff.
  • Working with the Operations Director and the Senior Payments & Risk Manager as well as the Risk Managers based in Woking to Optimise the Payments, KYC and Risk Operations resourcing, ensuring that the right resource is available to meet the KPIs e.g. average handle times, quality standards and that the seasonal trends e.g. Spring Racing are accounted for when doing the annual resource planning. The resource planning needs to consider the budget (as agreed with the Operations Director) as well as the location of the resource between Manila, Sofia, India, Gib and Working offices. This should also include items such as shift cover, resource rotas and quality control processes.
  • Optimize the Payments, KYC and AS functional processes, ensuring that they are both compliant and fit for purpose. These processes need to be continuously reviewed to ensure that they are streamlined and make the best use of the technology that is available. Measurement of agreed metrics and KPIs needs to be in place to ensure that these processes are both efficient and effective.
  • Provide regular, accurate reporting on the performance of the functions regarding agreed metrics (KPIs & SLAs).
  • Work with internal audit & assurance as well as the Central Compliance Teams.
  • Ensure Responsible Gaming (RG) and Data Protection Act (DPA) procedures are always upheld.
  • Report on issues arising with customers to the central Risk team and any associated verticals.  Analyse issues, recommend improvements and proactively pursue solutions.
  • Work with the Reporting and Planning Manager to provide and deliver reports, analysis and insights as required by the business.
  • Work with the Quality and Training Manager to oversee the training and growth of all employees, with the mind-set that they are our greatest asset.
  • Put in place reward and recognition programs keeping retention levels high and absentee levels to a minimum.
  • Accountable for quality standards being upheld.
  • Training – accountability for ensuring training is delivered to the teams at the right time through ahead planning.
  • Supporting the HR and quality and Training teams in the assessment of the teams in relation to appraisal process and individual training needs analysis.
  • In conjunction with the management of the department, evaluate training delivery to continuously improve the quality and content of training programs.
  • Communicate team progress on a daily/weekly/monthly basis through reporting to the Head of Risk.
  • Participate in the planning, implementation, execution and evaluation of CCO initiatives.
  • Liaise with and participate in aspects of the leadership/staff development programs as required.
  • Participate in the continuous innovation and  creation of new metrics to support operational business goals.
  • Attend and contribute to the calibration process in accordance with global standards to ensure CCO objectives are aligned with business expectations.
  • Act as the POC for CCO during emergency and escalated events both internally and externally.Handle escalated contacts as required
  • Perform any other duties as assigned and required


 Qualifications and Educational Requirements:

  • A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced. 
  • Encourages communication and collaboration across the business, team and stakeholders to build strong relationships and develop cross functional working.
  • A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation.
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field    

Specialist Skills and Experience Required:    

  • 8   to 10 years of experience with managing medium to large customer service contact centre (+30 staff)
  • Strong knowledge of Playtech Back Office Systems (IMS) including BOS,   Open   Bet & I- Poker – an advantage
  • Fluent in English – written and spoken to an excellent standard – a must
  • Online gaming support centre experience – an advantage
  • Experience in know-your-customer (KYC), Payments, Account Security (Fraud), AML and /or Responsible Gambling areas – an advantage
  • Strong knowledge and use of Microsoft Office: Word, Excel, PowerPoint
  • Strong planning skills including ability to track and manage change
  • Ability to develop and successfully manage multiple relationships with multiple stakeholders
  • Ability to set a strong example of professionalism in the workplace and hold others accountable to these standards
  • Strong performance management experience which includes creation of balance scorecards, performance improvement plan and incentive process
  • Strong decision-making and problem-solving skills and can work with minimum supervision
  • Excellent coaching skills
  • Strong analytical skills and detail oriented - Demonstrable aptitude with numbers and spreadsheet  


About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.