Ops Shift Management Lead

Summary

Join Patrianna, a rapidly expanding product development company, as their Ops Shift Management Lead! This mid-level managerial role requires strong leadership and strategic planning skills, with hands-on expertise in KYC, Risk, and Payments operations. You will lead a team of specialists, overseeing task allocation, workforce planning, and operational effectiveness across multiple shifts. The position demands strong analytical and problem-solving abilities, along with experience in data reporting and performance analysis. This is an excellent opportunity for an experienced professional passionate about leading teams to operational excellence in a fast-paced environment.

Requirements

• Minimum 3 years of experience in operational service related roles within Fraud, Risk or CS
• At least 1 year of experience managing a team in an operational role
• Strong knowledge of KYC, Risk, and Payments processes within the iGaming/gambling industry
• Expertise in shift scheduling, workforce management, and operational planning
• Excellent leadership, coaching, and interpersonal skills to drive team performance
• Strong analytical and problem-solving abilities, with experience in data reporting and performance analysis
• Familiarity with customer support and shift management software
• Ability to adapt quickly to changing operational needs and maintain a proactive approach to issue resolution

Responsibilities

• Lead and manage a team of shift management specialists, ensuring smooth daily operations across multiple shifts
• Oversee task allocation, workload distribution, and scheduling to optimize efficiency and meet operational demands
• Implement and refine shift planning strategies, including workforce management and contingency planning
• Monitor daily shift activities, proactively identifying and addressing operational challenges
• Conduct regular performance evaluations, providing coaching, mentorship, and development opportunities for team members
• Collaborate with other departments to ensure resource availability and efficient issue resolution
• Analyse operational data to identify trends, improve staffing models, and enhance process efficiency
• Ensure compliance with company policies, industry regulations, and internal risk controls during all shifts
• Prepare detailed shift performance reports, offering insights, successes, and areas for improvement
• Drive initiatives to enhance team efficiency, service quality, and overall customer experience
• Act as the primary liaison between shift specialists and senior management, ensuring smooth information flow
• Manage and oversee effective escalations handling, ensuring swift resolution and continuous improvement in service standards