Divisional Manager – Risk & Fraud at DigiOutsource December, 2024

• We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish, and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• As a Divisional Manager in Risk and Fraud, you will lead Operations Managers across various specialties to implement the Risk and Fraud strategies. This role involves collaborating with Country and Market Management to deliver high-quality service within the corporate secretariat function. You will work with multiple stakeholders, maintain a customer-centric focus, and take calculated risks to protect the business while ensuring revenue is not adversely affected. This approach will help us excel in staying ahead of the competition.

What you’ll be doing

As part of your role, your responsibilities will include:

STRATEGY, IMPLEMENTATION AND RESULTS:

• Implement and execute a clear vision and strategy, which supports the overarching business objectives.
• Support the decision-making and influencing process while granting the team the operational autonomy to implement your vision.
• Ensure that appropriate metrics are in place to assess overall performance and that team performance is measured accurately to achieve departmental objectives.
• Manage risk mitigation through continuous evaluation of commercial requirements against compliance directives.
• Act as an advisory into new market/new business strategy projects.
• Consistent monitoring and evaluation of team performance and success.
• Continuous optimisation of our risk management systems, including but not limited to enhancements, case management tools, knowledge gaps, process redundancies, etc.
• Consistently review, evaluate, and adjust our risk mitigation strategies, using data to conduct rule analysis and chargeback trends. 
• Develop, define and implement an effective communication strategy to ensure business vision and critical information is cascaded throughout your respective business units.
• Work closely with Compliance, AML and other business units to understand their needs and effectively fulfil the outlined directives.
• Continuously interpreting, reviewing, interrogating and analysing data that allows you to seek opportunity for improvement of the department.

MANAGING PERFORMANCE:

• Ensure high performance by clearly communicating, monitoring, and managing standards for quality, quantity, accuracy, and efficiency across the entire team.
• Driving a customer centric approach across all teams within the departments, focusing on cultivating teams that put customer experience at the front of mind.
• Ensuring a high level of service and commitment is maintained when responding to customer requests.
• Work closely with the relevant technical teams to develop and refine reporting tools that enable you and the teams to effectively use data to manage, identify opportunities, and adjust plans as needed.

LEADERSHIP AND DEVELOPMENT:

• Ensure Leaders are developed and have the necessary skills to do their jobs optimally.
• Ensure Leaders have access to knowledge-based systems, and that these are kept updated and user-friendly.
• Ensure Leaders develop and implement reporting and relevant tools for measuring performance, enabling consistency of performance measurement practices throughout the team.
• Support and guide Leaders through effective management of performance-based concerns.
• Effectively lead by example, displaying honesty and integrity in all you do.
• Driving people development and engagement through effective talent management strategies and tools.
• Drive a culture that seeks opportunity, through innovative and out of the box thinking.
• Invest in continuous upskilling and growth within the department through continuous learning, mentoring and coaching.
• Drive team cohesiveness across the department and collaboration with all other departments within the business.

RESOURCE MANAGEMENT & PROBLEM RESOLUTION

• Workforce planning and management (all resources: people and systems/technology) in conjunction with core support areas to ensure departmental optimisation.
• Review, evaluate, motivate and support the resolution of any business impacting issues.
• Continuous awareness of business trends and strategies impacting effective service delivery to the business, inclusive of capacity management in line with high-level business objectives.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Minimum 5 years’ Senior Management experience in Risk and Fraud or related operations portfolio.
• Proven experience in managing multiple portfolios and large Teams
• Proven people management experience including but not limited to: performance management, capacity planning, succession planning and team development.
• Minimum 5 years’ experience in delivering, reviewing and optimising a Risk and fraud-based strategy.
• Strong project management principles and experience.
• A strong affinity for data, with the ability to analyse, interpret, and review it for effective decision-making.
• Experience in generating and compiling reports utilising Excel spreadsheets, graphs and formulas.
• Excellent client and stakeholder engagement.
• Proven experience in full MS Office suite.
• Good understanding of Risk methodology, systems and technology.
• Good understanding of Compliance and AML methodology.
• Good understanding of Business Operations coupled with a high degree of Business Acumen

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Currently holding a similar position with the iGaming industry with relevant knowledge and understanding of all operational areas.
• Currently holding a similar position within the Financial/Compliance industry with relevant knowledge and understanding od all operational areas
• Previous exposure to a range of complex analysis techniques.