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Player Safety Investigations Team Leader

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Player Safety Investigations Team Leader

  • Reference Number:
    COR0362
  • Office:
    Malta
  • Type of Employment:
    Full time permanent


Location: Gzira, Malta 
Reports to: Player Safety Operations Manager 
Department:
Player Safety
Hours of work:
40 hours per week

 

 

Role description

As a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. As part of our culture and DNA we deem player safety as a positive business enabler in a regulated industry and contributes to a premium user experience in a safe and secure environment. The Player Safety Department is responsible for monitoring, detecting and actioning any suspicious behavior that may occur on the Group Platform (responsible gambling, fraud, anti-money laundering, integrity of operations, etc.).

The Investigations team primarily supports management and the Funds Security teams by providing bespoke business intelligence, statistics and reports to support their operational decisions and analytical process, prevents and actions impact of compromised accounts, and handles complaints and requests from regulators and authorities. The team helps ensure we are compliant with regulations in the various markets in which Kindred operate.

The Team Leader will be responsible for providing efficient and high-quality operations through the daily management of the Investigations Team through hiring, motivating, recognizing and rewarding, coaching, training and problem solving. Additionally, the selected candidate will be assisting the Operations Manager with development, analysis and implementation of processes, staff training, upskilling and scheduling as well as strategy execution.

 

 

Key responsibilities for the role

  • Provide daily direction and communication to employees so that operational issues are dealt with in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve operations, efficiency, and service to both internal and external customers.
  • Take the lead on reducing manual workload, improving the intelligence and effectiveness of chargeback analysis, and come up with clear development requirements
  • Work closely with other Team Leads and their teams within Player Safety to improve collaboration and communication between teams but also streamline processes and sharing best practices
  • Provide statistical and qualitative feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill and performance improvement.
  • Work closely and build strong working relationships with internal and external stakeholders
  • Make effective use of Performance Improvements Plans to tackle low performers in your team, by providing appropriate daily and weekly coaching, giving clear, specific and personalized short term goals and objectives to be achieved within a specific timeframe.
  • Ensure employees have appropriate training, tools and other resources to perform their jobs. Create and maintain a high quality work environment so team members are motivated to perform at their highest level.
  • Address disciplinary problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
  • Assist the Operations Manager with the development, analyses and implementation of staffing, training, scheduling, and reward & recognition programs.
  • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives
  • Use appropriate judgment in upward or cross-departmental communication.

 

We're looking for someone with the following skills, knowledge, and experience

  • Excellent written and verbal communication skills in English
  • Very strong analytical skills
  • Very strong knowledge of MS Office, especially Excel
  • Solid experience in fraud prevention and/or customer service
  • Proactive mindset
  • Good organizational skills
  • Well-developed leadership skills
  • Good problem-solving skills
  • Good listener, empathetic, people-focused
  • Can work well under pressure
  • Self-starter/self-motivated
  • Open to giving and receiving constructive feedback
  • Leads by example
  • Business management skills: understands strategy, business functions, managing conflicts

 

Application process
To apply for this role click on the "Apply for this role" button, complete the short web form and attach a CV. The recruitment team will be in touch shortly.

 

Learn more

To view the benefits package available please click here

For more information about the recruitment process please click here

To find out more about our values please click here

For the latest events that we are attending or hosting click here

To find out more about our customer service department please click here

 
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Location
Malta
Fawwara Building, Msida Road, Gzira, Malta, GZR1405
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