Job Openings at DigiOutsource

What you’ll be doing

As part of your role, your responsibilities will include:

Gamification Strategy and Execution

• Illustrate, implement, and administer innovative gamification strategies to augment user affinity and retention.
• Employ a range of corporate tools (such as JIRA, Confluence, etc.) to proficiently steer gamification projects.
• Team up with our Retention Data Analysts for an insight-inspired approach throughout the gamification project lifecycle.

​Project Management

• Coordinate gamification projects across different units ensuring punctual, seamless deliveries.
• Craft fresh gamification projects in alignment with our ongoing games and broader business strategy.
• Serve as the liaison during the trialling and deployment stages of fresh gamification enhancements.

Financial Management

• Design offer strategies that not only meet customer expectations but also deliver on the anticipated project/intervention ROI.
• Administer sound financial management practices including comprehensive audits of brand promotions, deep-dive number analyses, and appropriate follow-up actions.

​Collaboration with Stakeholders

• Actively engage with key teams including Market Development, UX, and Retention Marketing teams, enabling their initiatives.
• Preserve supportive relationships with auxiliary departments and service providers to effectuate shared objectives.
• Set accurate expectations for prime stakeholders in line with the innate proficiencies of our team and suppliers.

​Maintenance and Advancement

• Continuously monitor the success of gamification initiatives, utilizing metrics such as user engagement, retention rates, and other relevant KPIs for ongoing improvement.
• 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:

• In-depth knowledge or previous experience in the iGaming industry, with a strong understanding of player behaviour
• Experience in developing and executing customer retention strategies
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Command over Excel functionalities for in-depth analysis, data visualization, and logical formulations.

Desirable skills you’ve got up your sleeve

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

• Any relevant educational qualifications, such as Game Design, UX/UI, Marketing or correlating field which enhances understanding and application of gamification.
• Proven track record of gamification journeys

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What you’ll be doing

As part of your role, your responsibilities will include:

Creditors Function

• Capture all invoices ensuring all postings are correct by product, region, platform, brand, where appropriate and in alignment with agreements or prior billing.
• Perform vendor reconciliations and resolve queries.
• Prepare bi-weekly payments, ensuring that the correct amounts and suppliers are paid.
• Match vendor invoices and payments in Navision/Business Cloud (BC).
• Create new vendors & obtain proof of bank details for all changes to banking details or new vendors.
• Run vendor open items reports weekly and provide commentary for any long outstanding items.

Debtors Function

• Bill transaction volumes and related fees to the relevant entities in line with the contracts ensuring all postings are correct by product, region & brand where appropriate.
• Ensure timeous receipt of funds.
• Match customer invoices and payments in Navision.

Asset Management

• Record all intangible, fixed and domain and trademark asset transactions including additions and disposals in the accounting system.
• Run monthly amortisation and depreciation.
• Reconcile the asset registers to the general ledger.

Financial Reporting

• Preparation of income statement and balance sheet reconciliations with relevant commentary for the areas or responsibility, including open items, opex, prepayments, marketing, etc.

Audit & Corporate Governance

• Assist with the preparation of the quarterly and annual audit files and providing audit evidence.
• Effectively communicate with auditors to ensure all audit queries are adequately resolved.
• Ensure that all controls are adhered to and documented for SOX compliance.

Financial Staffing

• Effectively work as a team with relevant team members.
• Communicate clearly and effectively at all levels; both internally and externally to ensure expectations are met and potential problems escalated timeously.

Ad Hoc Duties

• Draft process notes detailing how and why monthly tasks are performed to ensure business continuity.
• Archive all financial information.
• Assistance with testing of processes before implementation on Navision or BC.
• General administration related to the entities responsible for.
• 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:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Diploma or Degree in Accounting, Finance, or related field.
• 3-5 years' accounting experience in a similar role
• Experience in full Trial Balance, Reconciliations and preparing variance analysis commentary
• Intermediate to advanced Microsoft Excel skills
• Desirable skills you’ve got up your sleeve
• It would be great if you also have some of the following skills:
• Experience in audit, fixed / intangible asset management would be advantageous
• Completed Articles
• Experience in Microsoft Dynamics Navision or Business Central
• Experience in FloQast
• Experience in IBM Planning Analytics/TM1/Cognos

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What you’ll be doing

As part of your role, your responsibilities will include:

New starters

• Digesting handovers received from the training team on each new starter to ensure that the level of understanding, through proficiency reporting, meets the agreed standard that warrants the advancement from training into the live environment.
• Transitioning new starters from the training environment into the live environment.
• Working closely with the new starters during this transition phase to identify any concerns and to report these back to training, Leads and Service Manager and to remedy such concerns.
• Develop new starter’s skills from beginner to advance levels.
• Record and report on the agent’s progress to the leads and Service manager throughout the ‘probation’ period.
• Identify and communicate improvements required to the training programme.
• Recommending new or improved processes or systems to enhance the efficiency of verification.

Live coaching and QA

• Live Coaching on a constant basis through proactive engagement with agents focusing on improving efficiency and quality.
• Capturing and reporting on findings identified through Live Coaching.
• Providing feedback and upskilling from Live Coaching observations.
• Actively perform QA in line with the KPI per team members allocated.
• Track trends based on reporting.
• Addressing QA concerns with agents as soon as possible.

Agent development and Upskilling

• Utilisation of findings from live coaching and QA trends to identify topics that need to be covered on an individual, team or department level.
• Formulate performance improvement action plans, adressing problem areas highlighted while also recognising good work.
• Monitor and track improvement.

Essential skills sessions 

• Utilize findings from live coaching and QA trends to identify topics that need to be covered.
• Creation, scheduling, and execution of these sessions
• These sessions address how we improve our service level skills with our “customers” (internal and external)

Wat sessions 

• Utilize findings from live coaching and QA trends to identify topics that need to be covered for upskilling
• Creation, scheduling, and execution of these sessions
• These sessions focus on technical training and need to be bite size sessions
• Create and circulate tests or surveys to do consistent knowledge checks and benchmark the success of sessions in line with our proficiency model.

Information dissemination & training 

• Ensure that information, both new processes and updates to processes are shared with all relative persons in the Risk and fraud Department, not limited to Verification department.
• Test understanding of information disseminated.
• Compile communication of information shared for all parties in the Risk & Fraud Department as well as the Customer Service Centre where necessary.
• Identify training requirements from identified trends.
• Document attendance and success of coaching for reporting.
• Keep concise records of QA Feedback, Live Coaching, WAT Sessions, Information shared with all parties and accompany these with test results to confirm understanding.
• Identify case-studies for training purposes.
• Ensuring that our Process & Policy Documents are kept up to date and intact with all new information / updates and is readily available for our agents to refer to.
• Ensuring that the Training Department is covered with regards to sharing of information relative to recent updates and roll-outs and that they too are tested for understanding post the sharing of information.
• Provide monthly QA reporting to the Team Leads & Service Manager.
• 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 24 months experience within Risk/AML/Compliance.
• Minimum 12 months experience in Coaching/Training/Lead Role
• ICA/ CDD/EDD certifications with experience in Risk & Fraud and industry exposure
• Relevant Diploma/Degree and/or work experience in a related field within Risk/AML/Compliance
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Demonstrate consistent behaviour aligned to the organisation performance proposals
• Available to work in a 24/7 shift environment 

Desirable skills you’ve got up your sleeve

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

• Knowledge of KYC and AML policy & procedures
• Previous coaching / teaching exposure
• Knowledge and understanding of Risk systems & technology
• Knowledge & experience with Excel spreadsheets, as well as generating & compiling reports
• Knowledge & experience with PowerPoint and the creation of interactive presentations

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What you’ll be doing

As part of your role, your responsibilities will include:

• Full and accurate assessments of all accounts, transactions and related documentation.
• Review client transactions and ensure that detailed and accurate updates are recorded.
• Evaluate customer accounts and take appropriate action as per risk policies.
• Check all account information by using internal control reviews and record comprehensive details in each instance on various software applications.
• Send all appropriate requests for documentation.
• Review documents for legitimacy where necessary.
• Ensure all requirements are met and accurate updates are entered on the system.
• Withhold or release of certain transactions when required to do so (via direct order or decision, as per our risk acceptance criteria).
• Report and record details of customers that do not meet legitimacy standards.
• Extract information and review reports for incongruences.
• 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:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Degree / diploma in Risk Management, Legal, Accounting or related fields
• Demonstrates consistent behaviour aligned to the Organizational Culture

Desirable skills you’ve got up your sleeve

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

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Ability to identify, analyse and conclude behavior outside of the normal
• Ability to identify discrepancies and anomalies and analyse trends
• Proficient in MS Excel

go to method of application »

What you’ll be doing

As part of your role, your responsibilities will include:

Chargeback / Return Management 

• Conduct thorough investigations on accounts where chargebacks, returns, fraud notifications are received and action the account accordingly
• Compile representments to banks and processors
• Escalate anything that could contribute to a spike in CB ratios to the Fraud TL so that he/she may communicate with the Head of Risk & Fraud and Banking accordingly
• Chargeback avoidance including liaising with banks and processors to resolve queries

Fraud Detection

Detect and identify fraud concerns via the analysis of volumes and trends of:

• Chargebacks and returns
• Account registrations
• Deposits (accepted / rejected)
• Cash ins / cash ins on hold
• Netwin (Bonus advantage, Fraud, AML)
• Voids / refunds / confiscations
• Risk rules
• Compile a full fraud group profile, as well as cheat sheets, to be communicated across the Department for detection

Fraud Management

• Monitor identified fraud group’s activity
• Compile impact analysis on each fraud group to monitor group activity
• Ensure that adequate preventative and detective fraud mechanisms are in place to deter the identified fraud group
• Ensure the coaches and TL’s have been briefed on all new fraud groups as well as detection processes if and when required
• Suggest / Recommend new, or improvement to, rules or processes with the aim at detecting fraudulent activity

Relationship Management

• Liaise with Risk Ops Specialists, Sport Fraud Team, Risk Team, Analysis Team, AML Team, Compliance, Risk & Fraud Management and Banking in relation to daily and strategic fraud detection
• Build relationships and liaise with Banks on behalf of the department during investigations
• Maintain relationships established with processors

Query Resolutions

• Be available to assist Risk and other departments in the business in relation to Fraud
• Resolve escalations related to possible fraud group activities
• Dispute Management
• Resolve processor’s escalations related to breaches of CB ratios and liaise with Digiprocessing

Adhoc

• Escalate tasks that need to be resolved at a higher level, making sure that the information is complete and correct
• Ensure policy and process documents are up to date and stored for reference in the Department folder
• Ensure that “cheat sheets” are compiled and available for reference
• Be aware of and understand the regulatory requirements pertaining to the various functions of the daily tasks
• To maintain and meet current SLA’s
• 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 12 months exposure to current risk / fraud environment
• Degree / diploma or Certification in Risk Management, Compliance, Legal or related fields
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• A good understanding of fraud fundamentals and customer behaviour
• Consistent behaviour aligned to performance and Organisational Culture
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Ability to identify, analyse and report on trends

Desirable skills you’ve got up your sleeve

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

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Understanding of fraud and an ability to identify fraud
• Working knowledge of Tableau, PowerBI and Elastic
• Aptitude for trend identification and group profiling
• ­Excellent report writing skills
• Proficient in Excel namely graphs and formulas
• A willingness to work shifts if required