Vacant Jobs at DigiOutsource

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• As a Team Lead Risk you’ll be supporting the team to lead, guide and support them to achieve optimal results.  The role will be responsible for ensuring that the 18/7 Risk Area provides SuperClass service to meet the needs of the organization, the internal and global customers, as well as have a keen passion for mitigating Risk within the business.

What you’ll be doing

As part of your role, your responsibilities will include:
People Management

• Recruitment: Conduct interviews to assist with the recruitment of the Risk Team.
• Workday Management: Manage leave requests for your team, ensuring adequate shift staffing.
• Roster Management: Ensure sufficient coverage of team members to handle the workload.

People Development:

• Drive and maintain the correct behaviour within your team.
• Identify individual and common coaching/training needs.
• Conduct frequent development catch-ups and succession planning with your team.
• Provide constructive feedback through honest conversations.
• Promote Department Vision: Foster a customer service-oriented ethos within the team.

Performance Management

• Ensure SLA standards are met for each shift, agent, and team, in accordance with department targets.
• Report on SLA management during shift handovers and to the Service Manager.
• Collaborate with coaches to monitor and evaluate performance during the incubation period, with responsibility for sign-off.
• Maintain a balance between team efficiency and morale.
• Set and monitor KPI expectations for all team members.
• Work with coaches to enhance team proficiency.
• Provide and document feedback based on Quality Assurance, recognizing both areas for improvement and high standards of work.
• Conduct performance appraisals for team members.
• Document qualitative issues, such as QA feedback, coaching, and training, for performance management discussions.

Workflow Management

• Monitor volumes and determine the best strategy, considering priorities, to maintain SLAs.
• Assign workloads and manage agent outputs based on proficiency levels.
• Ensure agents manage their breaks and adhere to prompt start and end of shifts.
• Ensure your team members perform at their best, fostering team cohesion and a positive working environment.
• Manage and handle escalations as needed, ensuring SLA targets are met.
• Promptly inform stakeholders of any operational or player-impacting issues.

Identify and Influence Rules:

• Understand the context of each task, enabling you to identify when risk rules are not triggering correctly or when improvements can be made.

Communication & Knowledge transfer

• Ensure agents are knowledgeable and aware of objectives at the start and throughout the shift.
• Brief all agents on current issues, priorities, and any process or system changes.
• Provide a comprehensive debrief to the relieving Team Leader, ensuring they understand the previous shift and are updated on what to be aware of for the next shift.
• Ensure all business and operational communication reaches every team member, providing full context and understanding.
• Foster an environment of discussion to make collaborative decisions when reviewing accounts.
• Be available for void and cash-in sign-off in line with escalation policies while educating team members.
• Drive a continuous educational and learning experience on shift, finding fun and engaging ways to do this.
• Provide regular reports on risk agent quality performance, developments, and training.
• Record and report any performance management concerns or IR matters.

Escalation Management

• From Your Team: Make void decisions within your given threshold by evaluating the risk and limiting exposure in line with Risk & Fraud policies.
• From CSC Team Leaders: Serve as the key contact for urgent escalations, taking accountability to prioritize and resolve them promptly.
• Log operational issues with IT as necessary and ensure their resolution with urgency, keeping stakeholders updated throughout the process.
• Ensure queries requiring management attention are escalated in a timely and clear manner.
• 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 Leadership experience
• Minimum 24 months Risk/AML/Compliance experience
• Relevant Diploma/Degree in Law, Accounting, Business, Finance or related
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• 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
• Understanding of Risk methodology, systems & technology
• Intermediate knowledge of MS Office
• Willing to work shifts

Desirable skills you’ve got up your sleeve

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

• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• 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

go to method of application »

What you’ll be doing

As part of your role, your responsibilities will include:

• Monitor real-time sports events and results to identify irregular betting activity and respond to emerging risks.
• Analyse customer betting patterns and market trends to detect suspicious or advantage play behaviours, including matched betting and other promotional exploitation tactics.
• Investigate accounts flagged for irregular or undesirable behaviour, assessing suitability for stake factor reduction or other risk mitigation actions.
• Review accounts for potential account adjustments, based on positive behavioural indicators and betting history.
• Identify and investigate circumvention attempts, including the use of multiple accounts or coordinated activity to bypass controls.
• Track and report on behavioural trends across sports, markets, and customer segments to inform strategic decision-making.
• Segment customer profiles based on risk indicators, behavioural patterns, and betting activity to support targeted interventions.
• Collaborate with Trading, Risk, and Integrity teams to implement and refine mitigation strategies for high-risk behaviours.
• Contribute to the development and enhancement of detection tools and processes, ensuring timely and accurate identification of threats.
• Prepare and present data-driven insights and reports to internal stakeholders, supporting operational decisions and long-term planning.

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 clearly convey complex ideas to both technical and non-technical audiences.
• Proven ability to work collaboratively within cross-functional teams, contributing to shared goals and effective decision-making.
• Excellent project and time management skills, with experience handling multiple tasks simultaneously and delivering high-quality outputs on time.
• Exceptional attention to detail, ensuring accuracy and consistency in all analyses, reports, and operational processes.
• Adaptability and resilience in fast-paced, dynamic environments, with the ability to respond effectively to shifting priorities and emerging challenges.
• Advanced proficiency in Microsoft Office Suite, particularly Microsoft Excel, for data analysis and reporting.
• Strong numerical aptitude and analytical thinking, with the ability to interpret and derive insights from complex quantitative data.
• Solid understanding of the mathematical principles underpinning sports betting markets and customer behaviour.
• Experience working with relational and non-relational databases, including data extraction, manipulation, and interpretation.
• Deep passion for sports, complemented by a strong interest in sports data, betting trends, and behavioural analytics.
• Willingness and availability to work flexible hours, including evenings, weekends, and participation in a 24/7 rotational shift schedule.

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 dynamics.
• Previous experience in the online gaming, sportsbook, or casino industry, with a strong understanding of player behaviour and industry operations.
• Familiarity with gambling regulations and compliance requirements across multiple jurisdictions, ensuring adherence to legal and ethical standards.
• Proven ability to identify, investigate, and analyse patterns of abuse, arbitrage, and other forms of advantage play.
• Experience in developing and executing customer retention strategies, particularly in data-driven or regulated environments.
• Working knowledge of data visualisation tools, especially Tableau, for presenting behavioural insights and trends.
• Practical experience using search and analytics platforms such as Elastic Search and Kibana for behavioural monitoring and investigation.
• Proficiency in SQL or other query languages for efficient data extraction, manipulation, and analysis.

go to method of application »

What you’ll be doing 

As part of your role, your responsibilities will include: 

Core Duties: 

• Execute briefs, projects, and initiatives to support / grow the Player Lifecycle Strategy. 
• Prioritize and plan projects with the Player Lifecycle Manager. 
• Optimize communication touchpoints and adjust interventions as needed. 
• Identify new opportunities and collaborate on implementation. 
• Work with external teams (e.g., Market Development, Digital Marketing). 
• Stay informed on competitors, industry trends, and marketing best practices. 
• Monitor project success and apply learnings. 
• Ensure communication meets customer needs and improves response rates. 
• Deliver projects on time, meeting standards and deadlines. 
• Implement initiatives to optimize player experience and minimize revenue loss. 

Financial Management 

• Devise initiatives and offer strategies that deliver on customer expectations and support anticipated ROI per project/intervention.  
• Ensure numbers management, deep dives and forensic audits, on all variables of the New Player Portfolio  / promotions to ensure initiatives are measurable against set KPI’s thereof. 

​​​​​​​Project Management: 

• Coordinate marketing activities to support retention with stakeholders. 
• Diversify automation to drive business growth. 
• Ensure cooperation between teams and suppliers to meet project timelines. 
• Assess tools to improve flexibility and scalability. 
• Run ad-hoc promotions for re-engagement before automation. 

​​​​​​​Financial Management 

• Develop initiatives and offers to meet ROI targets. 
• Conduct audits on the Offer Management Portfolio to measure against KPIs. 

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties to achieve business objectives. 

Essential skills you’ll bring to the table 

The necessary skills that we require for this role include: 

• Relevant tertiary qualification in Project Management, Marketing, Business, or Finance Administration 
• Minimum of 2 years’ experience within Retention with a strong understanding of customer behavior and data-driven retention strategies 
• Proven working knowledge of Microsoft Office Suite, including advanced Excel (spreadsheets, pivot tables, graphs, and formulas) 
• Strong analytical mindset, confident in interpreting data and making informed business decisions 
• Excellent verbal and written communication skills, with the ability to present complex ideas clearly and effectively 
• Demonstrated project management expertise, with a track record of delivering projects on time and within scope 
• Exceptional attention to detail, ensuring accuracy and consistency across all deliverables 
• Ability to adapt quickly to changing priorities in a fast-paced, dynamic environment 
• Highly organized, proactive, and quality-driven 

Desirable skills you’ve got up your sleeve 

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

• Proven experience owning and delivering end-to-end retention strategies and governance, not just campaign execution 
• Proficiency in project management software such as Jira  
• Experience in developing and optimizing customer retention frameworks or lifecycle marketing programs 
• People management or leadership experience within a marketing or retention team 
• Experience within the iGaming industry