Team Lead

hace 2 semanas

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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