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 the Player Operations team, focusing on fraud prevention, KYC compliance, and payment management. This role involves leading agents, ensuring compliance, optimizing efficiency, and mentoring team members. Reporting to the Senior Manager - Player Operations, you will lead in a fast-paced, innovative remote-working environment. The successful candidate will have experience in fraud prevention, payments, or KYC operations, including leadership experience. A bachelor's degree is preferred but not required.

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