Operations Manager - Risk and Fraud

I’m interested

Location

BGC Manila

Hours

Shifting

Job description

William Hill Manila - We Go One Better


Like any great sports team, we’ve been hard at work since we got going in 1934. It’s not by chance we became one of the largest global sports betting and gaming companies, and we’re not relying on luck.

Together we’re on a journey to build a better business. With us, you’ll balance flexibility and performance in a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you. Sound good? Then you belong here.


At William Hill, part of giving amazing customer experience is making sure that our customers’ accounts are protected from fraud and risk.


Be the one to make it happen!


If you’re an experienced  people leader who’s thrilled to manage teams of experts in the areas of Know Your Customer (KYC), fraud detection and risk management then we need you in our team!


Your role to the team:


Your role as an Operations Manager will focus on monitoring performance, identifying and addressing opportunities, preparing and completing action plans, managing process improvement and quality assurance programs. You’ll oversee development and training on appropriate skills needed by the teams to support customer requirements through effective coaching, excellent leadership and strategic planning. 


You’ll also collaborate with local senior leadership in developing, interpreting and implementing company policies and procedures for performing company functions. The position will also review and recommend new methods and procedures to improve operational efficiency.



Overview of main duties and responsibilities:


               Oversight of team performance to SLA’s and/or other objectives

               Provide coaching to Team Managers and/or Customer Service or Back Office Representatives

               Collaborate with William Hill business leaders

               Creation and implementation of Process Improvements

               Oversight of hiring and training and colleague development within the Fraud And Risk Team



Qualifications:


  • 3 years+ in managerial role overseeing operation
  • 2 years+ in a call centre or BPO Company in the same capacity is an advantage




Minimum Eligibility (For Internal)


  • No active disciplinary records
  • Minimum 2 years tenure in (current role) is required