Withdrawals Team Leader at Hollywoodbets

Responsibilities

• We have an amazing opportunity for x4 Withdrawals Team Leaders to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
• The Withdrawals Team Leader is responsible for managing the EFT withdrawals and Treasury functions, ensuring efficient processing, compliance, and exceptional customer service.
• The role focuses on operational excellence, performance management, process optimization, risk mitigation, and continuous improvement to enhance service delivery and meet business objectives.

You Bring:

• 3 years management/leadership experience in a contact centre.

A Bonus to have:

• Degree/Diploma in related field.
• Finance and admin experience.

 What You’ll do for the Brand:

• Oversee and ensure the smooth daily operations of the Withdrawals and Treasury departments.
• Ensure all withdrawal requests, applications, and relevant communication channels are up to date and effectively managed.
• Maintain oversight of task allocation, ensuring tasks are distributed before each shift.
• Monitor and optimize key performance indicators (KPIs), including service levels and turnaround times.
• Conduct investigations and root cause analysis for high withdrawal volumes, providing feedback to management.
• Drive compliance with company policies, procedures, and regulatory requirements.
• Prompt resolution of customer queries, with a strong focus on first-time resolution.
• Investigate and address escalations efficiently, following up on queries requiring interdepartmental involvement.
• Promote high-quality written and verbal communication in customer interactions.
• Identify recurring customer and audit queries, implementing strategies to reduce them.
• Work closely with the VIP Client Liaison team to maintain high service standards.
• Monitor team performance, ensuring coaching and support for underperforming team members.
• Conduct regular performance reviews and supply necessary documentation to management.
• Provide continuous feedback, training, and development opportunities to enhance productivity.
• Collaborate with Quality Assurance (QA) to discuss departmental improvement areas and address individual performance gaps.
• Maintain a high-performance culture through motivation, engagement, and positive reinforcement.
• Strict adherence to all audit and compliance processes, working closely with internal audits.
• Maintain accurate and up-to-date Acknowledgment of Debt (AOD) documentation and submit records to relevant departments.
• Ensure all necessary audit queries are received, resolved, and returned in a timely manner.
• Conduct regular reviews of internal control procedures to proactively mitigate risks.
• Submit accurate required reports on performance metrics and operational trends.
• Identify process inefficiencies and recommend or implement improvements.
• Conduct monthly competitor analyses to benchmark and enhance withdrawal processing.
• Review and revise control measures and checks for EFT withdrawals to enhance accuracy and security.
• Assist with recruitment to maintain optimal headcount.
• Oversee team rostering and ensure efficient resource allocation based on workload demands.
• All leave requests to be processed on time to support payroll and workforce planning.
• Monitor timesheets, absenteeism, and overtime, ensuring timely submission to Payroll.
• Conduct system access reviews to remove terminated team from the Withdrawals app and Payment Gateway Portals.
• Drive interdepartmental collaboration and initiatives.
• Communicate key issues and updates to management and relevant stakeholders.
• Support the implementation of new business initiatives and projects to enhance service delivery.
• Ensure the company brand and image are promoted through excellent customer service.
• Uphold high ethical standards and maintain confidentiality in handling sensitive financial transactions.
• Attend to ad-hoc functions as required due to operational requirements.

What You’ll Bring to the Team:

• Attention to detail
• Customer Service Excellence
• Exceptional admin skills
• Sound working knowledge of MS office
• Strong knowledge of betting types and platforms.

Apply Before 03/31/2026,