Team Lead, Player Operations

Summary

Join Patrianna, a dynamic international team passionate about delivering world-class gaming experiences, as a Team Lead - Player Operations. You will manage and oversee a team of agents responsible for fraud prevention, KYC compliance, and payment management. This role requires leading, mentoring, and ensuring compliance while optimizing operational efficiency. Reporting to the Senior Manager - Player Operations, you will work in a fast-paced, innovative environment. The successful candidate will be detail-oriented, possess strong leadership skills, and have experience in fraud prevention, payments, or KYC operations. This remote position offers flexible working opportunities and professional development.

Requirements

• Minimum 3 years in fraud prevention, payments, or KYC operations, with at least 1 year in a leadership or supervisory role
• 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
• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

• Experience in the iGaming or financial services industry is preferred
• Familiarity with USA/European gaming accounts is a plus
• Bachelor’s degree in Business, Risk Management, or a related field is preferred but not required

Benefits

• 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