Head of Customer Support & Risk

We are seeking a highly motivated and experienced leader to oversee our Customer Support and Risk & Fraud teams, ensuring exceptional customer experiences, secure operations, and sustainable growth. This role is crucial for driving efficiency across teams responsible for customer support, risk assessment, fraud prevention, document verification, payments, chargebacks, and reconciliation. The ideal candidate will bring a deep understanding of risk management and customer operations, along with a strong ability to build and maintain relationships with key partners. As Head of Customer Support, Risk, and Fraud, you will play a pivotal role in enhancing service delivery, optimizing risk protocols, and fostering collaboration with cross-functional teams to support the company’s strategic objectives. Proficiency in English is required for coordinating with international stakeholders.

What You'll Do

Team Leadership and Management:

• Lead, mentor, and develop two teams—Customer Support and Risk & Fraud—ensuring alignment with company goals.

• Oversee staffing, training, and performance management for both teams to ensure high levels of engagement and productivity.

• Establish team goals, KPIs, and SLAs, monitoring performance to optimize outcomes and efficiency.

Customer Support Operations:

• Oversee the Customer Support team, ensuring timely and high-quality customer support across various channels.

• Implement best practices to enhance the customer experience and improve response/resolution times.

• Develop feedback loops with customers to continuously refine support processes and address pain points.

Risk and Fraud Prevention:

• Manage the Risk & Fraud team, focusing on proactive risk identification and fraud prevention.

• Oversee processes for document verification, fraud investigations, and risk assessments to mitigate potential losses.

• Establish risk protocols, implement fraud-detection tools, and keep updated on industry best practices.

Payments and Chargeback Management:

• Supervise payment processing, ensuring compliance, efficiency, and accuracy in all transactions.

• Oversaw chargeback handling, including investigation, documentation, and recovery strategies.

• Ensure effective reconciliation processes are in place, regularly auditing for discrepancies and coordinating with finance teams to resolve issues.

Strategic Planning and Improvement:

• Develop and implement strategies to improve efficiency, reduce risk, and enhance customer satisfaction.

• Work closely with cross-functional teams (Finance, IT, Compliance) to streamline workflows and integrate systems for optimal performance.

• Monitor industry trends and emerging risks, adapting team protocols as needed to stay ahead of new threats.

Reporting and Analytics:

• Regularly report on key metrics related to customer support, fraud prevention, risk, and payment operations.

• Provide actionable insights based on data analysis to senior management for strategic decision-making.

• Utilize data to identify trends and areas of improvement, developing plans to address issues proactively.

What We're Looking For

• Minimum of 4 years of experience in customer support, fraud prevention, risk management, or related areas, with at least 3 years in leadership.

• Proven experience managing teams responsible for customer support, fraud prevention, risk analysis, and payment operations.

• Previous experience in managing multi-functional teams in a high-volume, customer-centric environment.

Skills:

• Strong understanding of fraud prevention tools, risk management protocols, and customer support best practices.

• Excellent problem-solving and decision-making abilities, with a data-driven approach to management.

• Proficient in relevant software, such as CRM systems, fraud detection tools, payment gateways, and reconciliation tools.

• Exceptional communication and interpersonal skills, with the ability to engage effectively with local and international teams.

• Strong organizational and time-management abilities, capable of prioritizing multiple objectives.

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), social casino (Product Madness) 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

Travel Expectations

Additional Information

Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.