Jobs at Betway Africa

• As a Team Lead Fraud, you’ll be supporting the delivery of a high-quality service within the Risk and Fraud function, investigating incidents of fraud, managing a team of fraud investigators, and ensuring compliance with relevant regulations and organisation policies. This will help us stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

People Management

• Promote best practice and provide leadership and guidance to the team
• Lead, manage, motivate, and develop the team of Fraud Investigators to ensure that KPIs are met
• Responsible for effective people management in terms of development, performance onboarding, and productivity
• Responsible for leading weekly team meetings and ensure deliverables and deadlines are met as per business priorities
• Manage productivity and misconduct related matters, whilst focusing on team progression, growth and development
• Ensure sufficient coverage of team members to manage the workload, including all leave allocations
• Manage the leave of team members on the relevant system

Upskilling

• Provide feedback, coaching, training, and development to optimise performance of all team members
• Work with individuals to identify training and development needs with the aim of building a high-performing team
• Provide guidance to fraud investigators and other staff members to ensure consistent and thorough investigations of fraud allegations

Escalation Management

• Be available to risk and fraud teams and other departments in the organisation in relation to Fraud queries that require urgent delegation and escalation to be resolved in a timely manner
• Ensure that operational issues are logged with IT while keeping stakeholders updated

Risk and Fraud Management

• Develop and implement effective anti-fraud strategies, policies, procedures, and controls
• Monitor and investigate fraud related concerns on all markets in accordance with applicable laws and organisation policies and provide possible solutions
• Stay abreast of any changes that may influence fraud processes and updates staff with operational changes and processes
• Monitor and proactively seek to enhance chargeback monitoring and management solutions

Reporting

• Prepare comprehensive reports of findings and recommendations for improvements to internal control systems
• Provide accurate information for routine audits and ensure that weekly and monthly reports are delivered within deadlines at a high quality to the relevant stakeholders
• Report suspicious behaviour identified and provide assistance with the preparation of stakeholder and management reports involving data on team performance, markets and products, and fraud incidences

Relationship Management

• Establish and maintain effective working relationships with internal and external stakeholders to develop operational and strategic anti-fraud training programs and investigations
• 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

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

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• As a Quality Assessor you’ll be maintaining quality standards in the Customer Service environment, covering evaluation, coaching, training and providing constructive feedback to customer representatives. This will help us to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

Achieve Commercial Results

• Our coaching customer service teams consist of coaches who have knowledge and understanding of the customers within their specific regions
• Assist in delivering high levels of customer service, while delivering an authentic human extension to our product offering on an informative, friendly, and multi-language level

Coaching

• The Quality Assessor plays a critical role in driving continuous improvement through real-time and structured coaching
• Remain available and visible on the floor to provide in-the-moment feedback, ensuring effective knowledge transfer and immediate support
• Use of tools such as Genesys, Jira, and Confluence
• Review calls
• Log Quality Assessor evaluations
• Assess host interactions from a customer satisfaction and compliance perspective
• Conduct one-on-one sessions based on live and retrospective reviews
• Create action plans to address quality and compliance gaps
• Follow up to ensure knowledge retention
• Collaborate with QA, Responsible Gaming, and Privacy teams to address specific case findings and report on how technical or service-related issues impact the player experience
• Apply a coaching approach that is both proactive and data-driven, using trends and reports to identify team knowledge gaps and inform future training or coaching requirements

Training

• Support the development and delivery of training programs to improve service skills and knowledge. This includes new starter training, ongoing product-specific sessions, and coaching based on management-identified gaps
• Create training materials, conduct coaching sessions, facilitate role-playing exercises, and provide on-the-floor support during onboarding
• Track attendance, progress, and retention, ensuring training is applied in practice and aligned with service goals

Reporting

• Compile monthly reports that highlight team trends, service levels, and improvement areas
• Analyse QA results, customer alerts, and coaching insights to identify performance gaps and opportunities
• Share findings with both hosts and managers to enhance service delivery, with all coaching activities tracked for consistency and follow-up

Performance Management Support

• Conduct team audits to assist the managers for performance management purposes as well as to assess probation performance
• Set performance objectives (department-wide and individual) for each channel
• Work with the customer service hosts to ensure objectives are met
• Perform consistent knowledge checks by either conducting tests and/or sending surveys to hosts

Best Practice

• Keep abreast with all product and business updates and new tools and technologies that can improve customer service
• Collaborate with other teams to identify and implement best practices for customer service
• 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

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

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Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

People Management

• The Internal Audit Manager is responsible for leading the Internal Audit department to plan, schedule and execute Internal audits. The focus is on ensuring best practice, developing and optimising the team and creating a positive and productive work environment. Together with the Internal Audit team, this role champions Internal Audit as an objective, independent and vital business partner.

Strategy

• The Internal Audit Manager is accountable for developing the Strategic Audit Plan and annual operational audit plan for review and approval by senior management. This role reviews and adjusts the audit plan, as needed, to adapt to changes in the business, risks, systems, and controls.

Risk Management

• This role performs risk assessments on key business activities.  The Internal Audit Manager assesses how well risk management processes are working and makes changes where necessary. They assume the undertaking special projects and investigations as required and carry it out until completion.

Procedures and Controls

• The Internal Audit Manager is responsible for the development of procedures for testing. They review the effectiveness of internal controls and implement more suitable variations when needed.

Implementation of audit recommendations

• This role is responsible for agreeing recommendations, in conjunction with management, to make improvements to operations. The Internal Audit Manager manages the tracking of issues and actions arising from internal audit work. They also assess and monitor management’s progress in implementing agreed upon actions.

Reporting

• The Internal Audit Manager will also be responsible for discussing the audit findings and the drafting of the audit reports to senior management. This includes identifying associated risks and proposing recommendations. This role reviews the adequacy of internal controls and management reporting systems.