Security Operations 1st Line Manager – Online Poker – UK

Job Purpose

The Security operations 1st Line Manager is responsible for managing and leading a regional Security operations team consisting of Shift Leaders and Security operations agents, providing operational and administrative assistance, guidance and supervision to Security operations staff to motivate them and achieve high levels of performance, quality and excellent customer service, and maintaining a high degree of adherence to group goals and targets.

Key Responsibilities

• Managing and overseeing the daily duties of Security operations Shift Leaders and agents.
• Prevention and detection of fraud activities.
• Holding regular one-on-one meetings with individuals to review performance and expectations.
• Conducting mid-year and year-end performance reviews for all direct reports.
• Training and mentoring staff where necessary and accurately identifying development needs among individuals.
• Overseeing compliance of all staff with established Company policies and standards.
• Monitoring Shift Leaders and agents in order to improve performance in relation to achieving high KPIs.
• Reviewing group KPIs on a weekly basis, reporting findings and suggesting/actioning points for improvement.
• Supervising allocation of human resources in all available schedules for balanced and controlled coverage of customer service and duties.
• Responding to and resolving internal and external escalations from players and other PokerStars departments as well as addressing any reported issues.
• Reviewing existing processes and identifying enhancements to improve security measures and experience for players.
• Identifying, reporting and following up any bugs, errors or issues impacting security operations.
• Providing a weekly report to the Manager summarising all tasks conducted and issues raised/dealt with and suggesting action points based on the week’s activities.
• Following correct procedures for headcount approval and recruitment in respect of necessary hiring processes.
• Communicating all important information and updates to Shift Leaders and agents as well as other departments on a timely fashion.
• Booking, reporting and recording of all holidays, absences, lateness, overtime and unsociable hours for Security operations staff.
• Be aware of all possible risks of fraud (especially money laundering) and reporting to the appropriate entities or departments accordingly if the situation presents.
• Participating in Managers’ meetings and other work-related activities as required by the department or the company.
• Liaising with payments, supports and marketing teams on a regular basis.

Skills and Capabilities

• Excellent knowledge of Security procedures, duties and goals. As well as required standard of knowledge on payment processors/Security investigations.
• Strong knowledge of our client’s system tools and company procedures/policies.
• Commitment to ensuring all tasks and issues are complete, working out-of-hours as necessary.
• Leadership and coaching skills are essential, with managerial and/or supervisory experience desirable.
• Solid interpersonal skills and confidence in people-managing.
• Excellent communication skills.
• Educated to degree standard or excellent A level results.
• First-rate attention to detail and a customer-service mentality.
• Exceptional organisational skills and a significant degree of initiative.
• An all-round understanding of basic computer software especially Word and Excel.
• Ability to provide excellent and outstanding customer service.
• Ability to develop, train personnel, build relationships, and utilise skills of staff most appropriately.
• Ability to manage operations and tasks of personnel effectively.
• Ability to maintain a fair, and consistent set of goals and standards as they apply to all members of staff as a group and individually.
• Ability to adjust priorities and manage time appropriately and wisely in a fast-paced environment or under pressure.
• Diplomacy, patience and the ability to remain courteous when dealing with upset or angry customers or staff.
• Flexibility to meet and adapt to company’s ever changing requirements, procedures and policies, and guide staff through such process
• Practice of a high level of confidentiality.
• Ability to thrive in a competitive customer service environment

Experience

• You must have relevant industry experience in fraud investigations, online poker or customer service.
• At least 1 year experience in managing people.