Senior Manager, Player Operations (QA and Shift Management)

Summary

Join Patrianna, a rapidly expanding iGaming company in Gibraltar, as a Senior Manager of Player Operations, overseeing Quality Assurance (QA) and Shift Management. Reporting directly to senior leadership, you will manage two key leads, driving consistent performance, operational compliance, and process optimization. This role blends hands-on team leadership with strategic oversight of risk, fraud, and payment operations. You will foster professional growth within your team, ensure seamless operations, and leverage data to improve processes. The ideal candidate possesses extensive experience in QA, risk/fraud, or payment operations, with a proven ability to manage teams and drive operational improvements.

Requirements

• Minimum 5 years in QA, Risk/Fraud, or Payment Operations, with at least 2 years in a role involving direct management of team leads or senior agents
• Strong understanding of fraud prevention, compliance (AML, KYC, PCI DSS), and payment workflows, preferably in the iGaming or gambling industry
• Proven ability to manage team leads, foster accountability, and ensure smooth team operations
• Analytical mindset with a focus on driving operational improvements and achieving measurable results
• Strong ability to liaise between leadership and operational teams, ensuring alignment on priorities and expectations
• Familiarity with QA tools, risk management platforms, and workforce scheduling systems

Responsibilities

• Manage and support the Shift Management Lead and QA Lead, providing clear direction, guidance, and mentorship
• Foster professional growth for direct reports, ensuring they effectively manage and develop their respective agent teams
• Act as the bridge between team leads and senior leadership, ensuring clear communication and alignment on goals
• Work with leads to ensure optimal resource allocation, balancing workloads across shifts and QA activities
• Oversee QA processes, ensuring that risk, fraud, and payment workflows meet compliance standards (AML, KYC, PCI DSS)
• Ensure QA audits are conducted regularly by the QA team, addressing gaps and improving operational consistency
• Support the QA Lead in maintaining consistent evaluations and leading calibration sessions to align expectations
• Analyze QA findings and collaborate with the QA Lead to deliver meaningful insights and recommendations to senior management
• Oversee the Shift Management Lead in ensuring all shifts operate smoothly, with clear objectives and consistent performance
• Partner with the Shift Management Lead to track performance metrics for the Player Operations team, identifying areas for improvement
• Ensure effective workforce scheduling and proactive management of resource availability to meet operational needs
• Act as the senior point of contact for any operational challenges that arise during shifts, supporting quick and effective resolution
• Drive initiatives to improve fraud detection processes, payment success rates, and efficiency through automation and workflow optimization
• Use operational data to identify trends, refine strategies, and improve resource management
• Collaborate with training teams to translate QA and shift performance findings into actionable learning programs for agents

Preferred Qualifications

• A degree in Business, Risk Management, or a related field
• Malta (location)