Team Lead

hace 3 días

Ciudad de México Patrianna A tiempo completo

**Role Overview**
At Patrianna, we are passionate about delivering world-class gaming experiences to millions of players around the globe. As a dynamic, international team, we embrace a collaborative remote-working culture that prioritizes innovation and excellence in everything we do.

Reporting to the Senior Manager - Player Operations, this role offers an exciting opportunity to lead in a fast-paced, innovative environment.

**Key Responsibilities**

**Team Leadership**
- Manage and support agents within the Player Operations team, ensuring high performance and professional development.
- Monitor attendance, punctuality, and scheduling to ensure optimal team coverage across all shifts.
- Foster a collaborative and high-performance culture through coaching, mentoring, and regular feedback.
- Act as an escalation point for complex issues, guiding agents to effective resolutions.

**Player Operations**
- Oversee fraud prevention processes, including the detection of suspicious transactions and the early identification of risks.
- Supervise KYC and Enhanced Due Diligence (EDD) procedures to ensure compliance with AML, KYC, and PCI DSS standards.
- Manage payment workflows, including account resets, redemptions, and bonus approvals, while ensuring adherence to policies.
- Collaborate with internal teams to ensure operational consistency and improve documentation practices.

**Operational Excellence**
- Monitor and analyze team KPIs, identifying gaps and implementing improvements to enhance performance.
- Develop and manage schedules to ensure adequate staffing and balanced workloads within the team.
- Collaborate with the Senior Manager to implement automation and process optimization strategies.
- Coordinate with training teams to translate findings from QA audits and operational data into actionable learning programs.

**What We're Looking For**

**Experience**
- Minimum 3 years in fraud prevention, payments, or KYC operations, with at least 1 year in a leadership or supervisory role.
- Experience in the iGaming or financial services industry is preferred.
- Familiarity with USA/European gaming accounts is a plus.

**Skills**
- Proven ability to lead and develop high-performing teams.
- Strong organizational skills to manage complex operations effectively.
- Analytical mindset with a focus on identifying trends and implementing data-driven solutions.
- Excellent written and verbal communication skills for managing internal and external stakeholders.
- Familiarity with fraud detection tools and workforce scheduling tools.

**Education**
- Bachelor's degree in Business, Risk Management, or a related field is preferred but not required.

**Important Requirements**
- Willingness to work outside traditional hours, including shifts, weekends, and holidays.
- A reliable home office setup with the following minimum requirements:

- PC with Intel i5 4th Gen (or higher)
- OS: Windows 10 or higher
- Minimum 8GB RAM and 1GB HDD space
- USB noise-canceling headset and web camera
- Stable Ethernet connection with at least 10Mbps upload/download speed
- Backup internet provider

**What We Offer**
- Competitive salary.
- Flexible, remote-working opportunities.
- Training and development to help you grow in your career.
- Collaboration with international teams.
- The chance to be part of a fast-growing company shaping the future of gaming.

If you're passionate about delivering exceptional player experiences and leading dynamic teams in a fast-paced environment, we'd love to hear from you

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