The function of the Payments and Fraud Team Leader is to manage and lead the Payments Analyst or Shift Leaders. This role's aim is to build, lead and maintain an efficient and highly productive team, in terms of providing the best payment experience, fraud mitigation as well as prevention within the payment's operations, effectively and efficiently. Help develop the teams and operations for continued improved targets. Main Responsibilities: The main responsibilities include but are not limited to: Manage/Supervise the team, monitor workload and re-assign tasks as necessary. Assist, guide, and mentor the teams by providing advice with daily activities where appropriate. Guide the development of existing payments and fraud procedures, applications, tools, and training in line with business requirements and team's feedback. Recruit new Payments Analysts/Shift Leaders. Ensure that all agents are trained to the highest level of standards and that all possible tools are provided to them to do their job effectively. Manage the respective team to ensure enough coverage throughout the shifts and allocated tasks. Perform Monthly/Quarterly Performance Reviews for the team, based on Productivity, Quality, and General Performance, together with One-to-One meetings and Salary Reviews. Manage team performance reviews, appraisals, and where necessary refer for disciplinary and grievance processes. Ensure teams provide top quality service and deliver high quality output. Maintain weekly/monthly meetings with the team to share any ongoing main topics. Compile relevant data and reports as required by the Head of Payments Operations. Investigate and implement improvements on sites, products, and processes in agreement with the HOD. Be reactive at all times & ensure errors and bugs in the system are identified, prioritized, and reported to the respective technical teams effectively to minimize customer impact. Create and maintain an effective and positive working environment. Ensure that the department meets the required KPI's and respective teams meet stipulated SLA's and continuously improve on deliverables. Coordinate and oversee collaborative team and agents' productivity and quality (Peru Team and Payments Support). Be a key decision-maker in complex or challenging investigations, ensuring any potential risk to the business is mitigated effectively and swiftly. Tight collaboration with Customer support, AML, and RG teams. Effectively navigate the teams through our fast-paced and ever-changing operations. Approve high value payments. Support the Head of Operations in defining team strategy and make recommendations as needed. Develop and implement work schedules to ensure compliance with Colombian labor legislation. Monitor and report all salary-related changes to HR, including overtime, night shifts, Sunday work, and holiday surcharges. Create and maintain PSL CO Wiki pages, ensuring they are kept up to date. Reporting: Payments Operations Manager Colombia. Minimum Requirements: Good command of English. Previous experience in customer support. Previous experience in an office environment. Excellent communication skills both verbally and written. Background in customer service (face-to-face, online, or via phone calls). Ability to multitask and manage time effectively. Proficiency in Microsoft Applications (Word, Excel etc). Prior experience in the iGaming sector or payments/finance is highly valued. Eagerness to learn and develop. Proactive and forward-thinking skills. Challenge accepted? We offer a fun and challenging role in a collaborative and dynamic environment. For the right person, there are many different career paths at Betsson, whether you want to deepen your technical skills or work with leadership in the future. By submitting your application, you understand that your personal data will be processed as set out in our Privacy Policy #J-18808-Ljbffr