Fraud & Risk Team Lead

Aristocrat Interactive seeks a Payout & Risk Operator Team Lead to lead and direct the Contact Center team within our iGaming and iLottery business unit. The Payout & Risk Operator Team Lead will oversee Payout & Risk Operatiors, ensuring exceptional support for our players. This role involves managing daily activities, handling escalated issues, monitoring performance, and ensuring service levels and quality objectives are met. The ideal candidate will possess strong leadership skills, a keen eye for detail, and a passion for delivering top-notch customer service.

What You'll Do

• Coordinate and supervise the daily activities of the Payout & Risk Operators team including selection, training, staffing, scheduling, approving payroll, and maintaining quality standards.
• Keep staff motivated and engaged toward meeting individual and team goals.
• Works collaboratively with the Regulatory Compliance Manager and provides management direction in his/her absence.
• Participate in interviews, make hiring recommendations, deliver training to staff, conduct performance evaluations and disciplinary action.
• Oversee a team environment that fosters growth and the desire to help others
• Ability to perform all Payout and Risk operator duties and functions and can identify system/process gaps to drive improvements
• Assist in meeting monthly key Payout and Risk operator performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs)
• Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences; Establish and maintain open lines of communication with direct reports, peers, upper management, Quality, and IT, and all other areas of the company to facilitate problem-solving
• Participate in calibration sessions with staff members regarding needed improvements.
• Assist the Compliance Manager in establishing, implementing, and maintaining a risk-based compliance framework for the Institution’s activities.
• Manage the Company’s compliance framework in line with regulations and industry best practices.
• Ensure compliance policies and procedures are current and align with regulatory updates.
• Assist in preparing and executing the Compliance Monitoring Plan.
• Proactively audit processes, practices, and documents to identify weaknesses
• Work closely with the Compliance Manager to set performance goals, lead meetings, and drive personal and team improvements.     
• Assist staff with escalated calls, customer concerns, and technology issues.
• Handle escalated customer issues promptly and effectively.
• Collaborate with other departments to resolve complex issues, ensuring a seamless customer experience.
• Ensure accurate documentation of all customer interactions and adherence to company policies and procedures.
• Oversee the processing of customer documents, cashouts, and other tasks to ensure compliance and accuracy.
• Perform other administrative duties and special projects as assigned by the Manager.

What We're Looking For

• High School Diploma or equivalent required; some college preferred.
• Must be 21 years of age
• Bachelor’s degree in law, finance, business administration, or a related field.
• Proven experience in a compliance role, with at least 3-5 years in a leadership position.

Knowledge, Skills, Abilities

• Excellent written and verbal communication skills.
• Highly developed verbal, interpersonal, and written communication skills.
• Positive attitude and ability to maintain a friendly, professional demeanor.
• Demonstrated accuracy with consistent attention to detail.
• Possess independent judgment, discretion, and initiative.
• Strong grammatical and typing/data entry skills with an emphasis on accuracy.
• Thrive in a fast-paced, dynamic work environment.
• Organized with excellent time-management skills.
• Maintain professional and technical knowledge.
• Advanced knowledge of procedures across multiple customers and systems.
• Proficiency in resolving customer complaints and escalations.
• Experience in coaching, mentoring, and motivating teams to achieve goals.
• Proven ability to produce detailed system issue reports.
• Proficiency in reporting and analyzing key contact center metrics.
• Ability to multi-task, communicate effectively, and remain organized.
• Ability to follow documented protocols and meet team goals and targets.
• Perform the role with complete integrity and autonomy.
• Provide constructive coaching feedback focusing on skills development.
• Strong knowledge of regulatory requirements and compliance standards.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

None

Pay Range

$54,406 - $101,041 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.