Responsibilities
- We have an amazing opportunity for x4 Withdrawals Team Leaders to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
- The Withdrawals Team Leader is responsible for managing the EFT withdrawals and Treasury functions, ensuring efficient processing, compliance, and exceptional customer service.
- The role focuses on operational excellence, performance management, process optimization, risk mitigation, and continuous improvement to enhance service delivery and meet business objectives.
You Bring:
- Leadership role within a Contact Centre.
A Bonus to have:
- Degree/Diploma in related field.
- Finance and administration experience.
What You’ll do for the Brand:
- Oversee and ensure the smooth daily operations of the Withdrawals and Treasury departments.
- Ensure all withdrawal requests, applications, and relevant communication channels are up to date and effectively managed.
- Maintain oversight of task allocation, ensuring tasks are distributed before each shift.
- Monitor and optimize key performance indicators KPIs, including service levels and turnaround times.
- Conduct investigations and root cause analysis for high withdrawal volumes, providing feedback to management.
- Drive compliance with company policies, procedures, and regulatory requirements.
- Prompt resolution of customer queries, with a strong focus on first-time resolution.
- Investigate and address escalations efficiently, following up on queries requiring interdepartmental involvement.
- Promote high-quality written and verbal communication in customer interactions.
- Identify recurring customer and audit queries, implementing strategies to reduce them.
- Work closely with the VIP Client Liaison team to maintain high service standards.
- Monitor team performance, ensuring coaching and support for underperforming team members.
- Conduct regular performance reviews and supply necessary documentation to management.
- Provide continuous feedback, training, and development opportunities to enhance productivity.
- Collaborate with Quality Assurance QA to discuss departmental improvement areas and address individual performance gaps.
- Maintain a high-performance culture through motivation, engagement, and positive reinforcement.
- Strict adherence to all audit and compliance processes, working closely with internal audits.
- Maintain accurate and up-to-date Acknowledgment of Debt AOD documentation and submit records to relevant departments.
- Ensure all necessary audit queries are received, resolved, and returned in a timely manner.
- Conduct regular reviews of internal control procedures to proactively mitigate risks.
- Submit accurate required reports on performance metrics and operational trends.
- Identify process inefficiencies and recommend or implement improvements.
- Conduct monthly competitor analyses to benchmark and enhance withdrawal processing.
- Review and revise control measures and checks for EFT withdrawals to enhance accuracy and security.
- Assist with recruitment to maintain optimal headcount.
- Oversee team rostering and ensure efficient resource allocation based on workload demands.
- All leave requests to be processed on time to support payroll and workforce planning.
- Monitor timesheets, absenteeism, and overtime, ensuring timely submission to Payroll.
- Conduct system access reviews to remove terminated team from the Withdrawals app and Payment Gateway Portals.
- Drive interdepartmental collaboration and initiatives.
- Communicate key issues and updates to management and relevant stakeholders.
- Support the implementation of new business initiatives and projects to enhance service delivery.
- Ensure the company brand and image are promoted through excellent customer service.
- Uphold high ethical standards and maintain confidentiality in handling sensitive financial transactions.
- Attend to ad-hoc functions as required due to operational requirements.
What You’ll Bring to the Team:
- Attention to detail
- Customer Service Excellence
- Exceptional admin skills
- Sound working knowledge of MS office
- Strong knowledge of betting types and platforms.
Apply Before 07/04/2026
