Fraud & Risk Team Lead

1 Month ago โ€ข 3-5 Years โ€ข Operations โ€ข Administrative โ€ข $54,406 PA - $101,041 PA

About the job

Job Description

Aristocrat Interactive seeks a Fraud & Risk Team Lead to manage its Contact Center team within the iGaming and iLottery business unit. Responsibilities include overseeing Payout & Risk Operators, ensuring exceptional player support, managing daily operations, handling escalated issues, monitoring performance, and meeting service level objectives. The role requires strong leadership, attention to detail, and a commitment to excellent customer service. Additional duties involve staff management (selection, training, performance evaluations), collaboration with the Compliance Manager, compliance framework maintenance, risk-based compliance implementation, process auditing, handling escalated customer issues, and ensuring compliance with company policies and procedures. The ideal candidate will possess strong leadership skills, a keen eye for detail, and a passion for delivering top-notch customer service.
Must have:
  • Team leadership and management
  • Compliance knowledge and experience
  • Customer service expertise
  • Problem-solving and decision-making
  • Regulatory compliance knowledge
Good to have:
  • Bachelor's degree in related field
  • Experience in coaching and mentoring
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 Institutionโ€™s activities.

  • Manage the Companyโ€™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

  • Bachelorโ€™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

Aristocrat Interactiveโ€ฏโ€ฏ 

Aristocrat Interactive is Aristocrat Leisure Limitedโ€™s (ASX:ALL) regulated online Real Money Gaming (RMG)โ€ฏbusiness and was formed in 2024โ€ฏwhen the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.โ€ฏ The business is an industry leaderโ€ฏin content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB). 

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.

View Full Job Description
$54.4K - $101.0K/yr (Outscal est.)
$77.7K/yr avg.
Manchester, New Hampshire, United States

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About The Company

Aristocrat Leisure Limited is an ASX20 listed company and one of the worldโ€™s leading providers of gaming solutions. Weโ€™re licensed in over 300 jurisdictions and operate in over 90 countries around the world. Weโ€™re also proud to have a team of over 7000 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesnโ€™t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be.


Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play โ€“ every day.  


Come and join us โ€“ letโ€™s play!


๐˜—๐˜ญ๐˜ฆ๐˜ข๐˜ด๐˜ฆ ๐˜ฃ๐˜ฆ ๐˜ข๐˜ญ๐˜ฆ๐˜ณ๐˜ต ๐˜ต๐˜ฐ ๐˜ด๐˜ค๐˜ข๐˜ฎ๐˜ด ๐˜ฐ๐˜ง๐˜ง๐˜ฆ๐˜ณ๐˜ช๐˜ฏ๐˜จ ๐˜ฆ๐˜ฎ๐˜ฑ๐˜ญ๐˜ฐ๐˜บ๐˜ฎ๐˜ฆ๐˜ฏ๐˜ต ๐˜ฐ๐˜ฑ๐˜ฑ๐˜ฐ๐˜ณ๐˜ต๐˜ถ๐˜ฏ๐˜ช๐˜ต๐˜ช๐˜ฆ๐˜ด. ๐˜ˆ๐˜ฏ๐˜บ ๐˜ค๐˜ฐ๐˜ฎ๐˜ฎ๐˜ถ๐˜ฏ๐˜ช๐˜ค๐˜ข๐˜ต๐˜ช๐˜ฐ๐˜ฏ ๐˜ต๐˜ฐ ๐˜ค๐˜ข๐˜ฏ๐˜ฅ๐˜ช๐˜ฅ๐˜ข๐˜ต๐˜ฆ๐˜ด ๐˜ณ๐˜ฆ๐˜จ๐˜ข๐˜ณ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ฆ๐˜ฎ๐˜ฑ๐˜ญ๐˜ฐ๐˜บ๐˜ฎ๐˜ฆ๐˜ฏ๐˜ต ๐˜ฐ๐˜ฑ๐˜ฑ๐˜ฐ๐˜ณ๐˜ต๐˜ถ๐˜ฏ๐˜ช๐˜ต๐˜ช๐˜ฆ๐˜ด ๐˜ข๐˜ต ๐˜ˆ๐˜ณ๐˜ช๐˜ด๐˜ต๐˜ฐ๐˜ค๐˜ณ๐˜ข๐˜ต ๐˜ฐ๐˜ณ ๐˜ช๐˜ต๐˜ด ๐˜ด๐˜ถ๐˜ฃ๐˜ด๐˜ช๐˜ฅ๐˜ช๐˜ข๐˜ณ๐˜ช๐˜ฆ๐˜ด ๐˜ธ๐˜ช๐˜ญ๐˜ญ ๐˜ค๐˜ฐ๐˜ฎ๐˜ฆ ๐˜ง๐˜ณ๐˜ฐ๐˜ฎ ๐˜ข๐˜ฏ @๐˜ข๐˜ณ๐˜ช๐˜ด๐˜ต๐˜ฐ๐˜ค๐˜ณ๐˜ข๐˜ต.๐˜ค๐˜ฐ๐˜ฎ, @๐˜ฃ๐˜ช๐˜จ๐˜ง๐˜ช๐˜ด๐˜ฉ๐˜จ๐˜ข๐˜ฎ๐˜ฆ๐˜ด.๐˜ค๐˜ฐ๐˜ฎ, @๐˜ฑ๐˜ช๐˜น๐˜ฆ๐˜ญ๐˜ถ๐˜ฏ๐˜ช๐˜ต๐˜ฆ๐˜ฅ.๐˜ค๐˜ฐ๐˜ฎ, ๐˜ฐ๐˜ณ @๐˜ฑ๐˜ณ๐˜ฐ๐˜ฅ๐˜ถ๐˜ค๐˜ต๐˜ฎ๐˜ข๐˜ฅ๐˜ฏ๐˜ฆ๐˜ด๐˜ด.๐˜ค๐˜ฐ๐˜ฎ ๐˜ฆ๐˜ฎ๐˜ข๐˜ช๐˜ญ ๐˜ข๐˜ฅ๐˜ฅ๐˜ณ๐˜ฆ๐˜ด๐˜ด. ๐˜๐˜ณ๐˜ฐ๐˜ฎ ๐˜ต๐˜ช๐˜ฎ๐˜ฆ ๐˜ต๐˜ฐ ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, ๐˜ˆ๐˜ณ๐˜ช๐˜ด๐˜ต๐˜ฐ๐˜ค๐˜ณ๐˜ข๐˜ต ๐˜ฎ๐˜ข๐˜บ ๐˜ถ๐˜ด๐˜ฆ ๐˜ข๐˜ฏ ๐˜ฆ๐˜น๐˜ต๐˜ฆ๐˜ณ๐˜ฏ๐˜ข๐˜ญ ๐˜ข๐˜จ๐˜ฆ๐˜ฏ๐˜ค๐˜บ ๐˜ง๐˜ฐ๐˜ณ ๐˜ณ๐˜ฆ๐˜ค๐˜ณ๐˜ถ๐˜ช๐˜ต๐˜ฎ๐˜ฆ๐˜ฏ๐˜ต ๐˜ฑ๐˜ถ๐˜ณ๐˜ฑ๐˜ฐ๐˜ด๐˜ฆ๐˜ด, ๐˜ฉ๐˜ฐ๐˜ธ๐˜ฆ๐˜ท๐˜ฆ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ๐˜บ ๐˜ธ๐˜ช๐˜ญ๐˜ญ ๐˜ฏ๐˜ฆ๐˜ท๐˜ฆ๐˜ณ ๐˜ณ๐˜ฆ๐˜ฒ๐˜ถ๐˜ฆ๐˜ด๐˜ต ๐˜ฑ๐˜ข๐˜บ๐˜ฎ๐˜ฆ๐˜ฏ๐˜ต๐˜ด ๐˜ฐ๐˜ง ๐˜ข๐˜ฏ๐˜บ ๐˜ด๐˜ฐ๐˜ณ๐˜ต.

Noida, Uttar Pradesh, India (Hybrid)

Noida, Uttar Pradesh, India (Hybrid)

Warsaw, Masovian Voivodeship, Poland (Hybrid)

Warsaw, Masovian Voivodeship, Poland (Hybrid)

Warsaw, Masovian Voivodeship, Poland (Hybrid)

Las Vegas, Nevada, United States (Hybrid)

Las Vegas, Nevada, United States (On-Site)

Montreal, Quebec, Canada (Hybrid)

Montreal, Quebec, Canada (Hybrid)

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