Senior Customer Service Manager (Withdrawals)

Description:

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a Senior Customer Service Manager (Withdrawals) be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for overseeing all EFT withdrawals and the management of the Withdrawals team. Ensures efficient operations, compliance with banking procedures, risk management, and excellent customer service. This role also involves optimizing processes, workforce planning, and stakeholder collaboration to enhance efficiency and service delivery

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• Valid driver’s license
• 5 years of Customer Service Experience
• 2 - 3 Years Management experience within the Contact Centre

A Bonus to have:

• Degree/Diploma in related field.
• Finance experience.
  

What You’ll do for the Brand:

• Oversee daily operations to ensure the smooth processing of EFT withdrawals and treasury functions.
• Ensure all withdrawal systems and communication channels are fully operational.
• Manage and escalate banking downtime issues efficiently, ensuring minimal disruption.
• Address and resolve customer complaints promptly to maintain service excellence.
• Conduct monthly competitor analysis to benchmark processes and identify improvement opportunities.
• Track withdrawal volumes to anticipate growth trends, and support recruitment planning for adequate staffing.
• Timely updates on the website to inform customers of downtime and service interruptions.
• Monitor volumes and system performance to maintain optimal Contact Centre operations.
• Monitor team performance regularly, providing coaching and support where necessary.
• Generate and analyze performance reports to identify trends and areas for improvement.
• Manage team rostering to align with business needs and ensure adequate coverage.
• Oversee timesheet management, monitor absenteeism, and approval of team hours.
• Submission of allowances and incentive documentation to Payroll in accordance with internal deadlines.
• Oversee leave processing via the internal platform to ensure accurate payroll processing.
• Approve and sign off monthly invoices related to the department.
• Work closely with Payroll, Recruitment and HR to ensure timely processing of new hires and terminations.
• Recruitment and disciplinary process to be followed for Team Members
• Assist with the smooth implementation of new business development/ projects.
• Find new and improved ways to make processes more efficient with Deposits & Withdrawals
• Work closely with internal audits in ensuring that all the necessary audit queries are received and returned in a timely manner.
• Ensure effective succession planning and career pathing/development for Teams
• Ensure audit recons and recoveries are always up to date
• Perform dip check on transactions processed to ensure accuracy and policies are being followed.
• Escalate down time with urgency and follow up with relevant parties until issues have been resolved.
• Ensure SOPs are kept up to date and include important changes in policies and processes.
• Communication between Clients and VIP Client Liaison Team
• Communication with the various Banks/service providers. Building relationships and identifying new products.
• Perform monthly audits on the Withdrawals App and Payment Gateway Portals to ensure access is revoked for terminated Team Members.
• Facilitate effective communication between clients and the VIP Client Liaison Manager/Officer.
• Manage all withdrawal-related queries and shortages efficiently, ensuring timely resolutions.
• Continuously review and enhance controls for EFT withdrawal processes.
• Support the smooth implementation of new business development projects.
• Attend to ad-hoc functions as required due to operational requirements.
• Review stats of hourly/daily transactions to ensure Banks are always topped up
• Review queues hourly to ensure our teams are in line with our SLA.
• Understand process flows with our systems to troubleshoot when an issue arises
• Reporting of daily, weekly and monthly statistics
• All adhoc duties.

What You’ll Bring to the Team:

• Quality focus
• Excellent planning and organizational skills.
• Strong administration skills.
• Exceptional analytical and reporting abilities.
• Knowledge of betting types and procedures.
• Excellent written and verbal communication skills.
• Attention to detail
• Strong sense of responsibility and accountability.

So, are you ready to level up, learn, and perform at your best? Apply now!

Requirements:

• Valid driver’s license
• 5 years of Customer Service Experience
• 2 - 3 Years Management experience within the Contact Centre

• Degree/Diploma in related field.
• Finance experience.
  

• Oversee daily operations to ensure the smooth processing of EFT withdrawals and treasury functions.
• Ensure all withdrawal systems and communication channels are fully operational.
• Manage and escalate banking downtime issues efficiently, ensuring minimal disruption.
• Address and resolve customer complaints promptly to maintain service excellence.
• Conduct monthly competitor analysis to benchmark processes and identify improvement opportunities.
• Track withdrawal volumes to anticipate growth trends, and support recruitment planning for adequate staffing.
• Timely updates on the website to inform customers of downtime and service interruptions.
• Monitor volumes and system performance to maintain optimal Contact Centre operations.
• Monitor team performance regularly, providing coaching and support where necessary.
• Generate and analyze performance reports to identify trends and areas for improvement.
• Manage team rostering to align with business needs and ensure adequate coverage.
• Oversee timesheet management, monitor absenteeism, and approval of team hours.
• Submission of allowances and incentive documentation to Payroll in accordance with internal deadlines.
• Oversee leave processing via the internal platform to ensure accurate payroll processing.
• Approve and sign off monthly invoices related to the department.
• Work closely with Payroll, Recruitment and HR to ensure timely processing of new hires and terminations.
• Recruitment and disciplinary process to be followed for Team Members
• Assist with the smooth implementation of new business development/ projects.
• Find new and improved ways to make processes more efficient with Deposits & Withdrawals
• Work closely with internal audits in ensuring that all the necessary audit queries are received and returned in a timely manner.
• Ensure effective succession planning and career pathing/development for Teams
• Ensure audit recons and recoveries are always up to date
• Perform dip check on transactions processed to ensure accuracy and policies are being followed.
• Escalate down time with urgency and follow up with relevant parties until issues have been resolved.
• Ensure SOPs are kept up to date and include important changes in policies and processes.
• Communication between Clients and VIP Client Liaison Team
• Communication with the various Banks/service providers. Building relationships and identifying new products.
• Perform monthly audits on the Withdrawals App and Payment Gateway Portals to ensure access is revoked for terminated Team Members.
• Facilitate effective communication between clients and the VIP Client Liaison Manager/Officer.
• Manage all withdrawal-related queries and shortages efficiently, ensuring timely resolutions.
• Continuously review and enhance controls for EFT withdrawal processes.
• Support the smooth implementation of new business development projects.
• Attend to ad-hoc functions as required due to operational requirements.
• Review stats of hourly/daily transactions to ensure Banks are always topped up
• Review queues hourly to ensure our teams are in line with our SLA.
• Understand process flows with our systems to troubleshoot when an issue arises
• Reporting of daily, weekly and monthly statistics
• All adhoc duties.

• Quality focus
• Excellent planning and organizational skills.
• Strong administration skills.
• Exceptional analytical and reporting abilities.
• Knowledge of betting types and procedures.
• Excellent written and verbal communication skills.
• Attention to detail
• Strong sense of responsibility and accountability.