Team Leader

5 days ago

Durban, KwaZulu-Natal, South Africa Hollywoodbets Full time
About the Role

We are seeking a highly skilled and experienced Team Leader to join our Deposit Operations team at Hollywoodbets. As a key member of our team, you will be responsible for the management and day-to-day running of the deposit operations function.

Key Responsibilities
  • Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager
  • Ensure that Teams are trained to effectively deal with account queries, audit queries and account updates.
  • Ensure compliance of customer and branch deposit to company policy in terms of approvals/fund allocations etc. Ensure that all internal control procedures are followed. Report on deviations to procedures and corrective actions.
  • Work closely with internal audits to continuously understand where potential risks may increase. Address these risks and ensure that appropriate interventions are proposed/implemented in order to mitigate risks.
  • Ensure that errors in administration of this function is minimized
  • Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
  • Ensure the department is optimally staffed at all times
  • Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro-active in managing and highlighting potential concerns.
  • Ensure that the company brand and image is promoted through excellent customer service
  • Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query
  • Ensure queries are resolved timeously and at point of call where possible
  • Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls
  • Identify ways in which to increase motivation and team work and to foster a positive work environment
  • Review training needs continuously
  • Conduct performance review with the team members
  • Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required
  • Monthly feedback meeting reporting, trend reporting, resource management reporting etc.
  • Work closely with other departments, such as mobile, internet betting, internet/mobile helpline, telephonic betting call center, to understand the dependencies that exist between departments, if any.
  • Ensure agents tasked to the banks allocate deposits to customer accounts accurately and promptly using the deposit app and follow necessary procedures thereafter.
  • Ensure that unaccounted transactions are attending to daily, and reports received from audit are returned updated.
  • Monitor that Agents tasked to branch withdrawals, process them timeously and that there are no outstanding withdrawal requests.
  • Assist agents with customer 'H3' (ID verification) checks in relation to withdrawals.
  • Ensure that partially completed (approved but not accepted) withdrawals are followed up with, with the branches.
  • Ensure Agents tasked to calls, Live Chat and email queries respond to customers correctly and timeously and ensure that agents perform relevant security checks on all customer communication platforms.
  • Monitor the call system dashboard to ensure that there are sufficient agents always logged in and that no agents are taking unnecessary pause outs.
  • Monitor agents' tasks throughout the day to ensure that the team is tasked as optimally as possible and make necessary changes to the task list as and when required.
  • Monitor Agents by walking the floor and ensuring that they adhere to their daily duties.
  • Assisting clients when receiving escalations from Agents.
  • Verify various payments on all payment portals.
  • Ensure that the Deposits share folder is monitored and kept up to date daily.
  • Assist with ad hoc journal credits to customer accounts from time to time when authorized by the appropriate managers
  • This is a position of trust and high ethical standards are expected within this role
  • Any other ad hoc duties that might be required

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