Customer Service Manager (Withdrawals)
Core
Manage EFT withdrawals, the Withdrawals and Treasury departments, and oversee daily operations, agent performance, and recruitment for Hollywoodbets.
Role type
Customer Service Manager (Withdrawals)
Builds
EFT withdrawal processes and treasury management systems
Domain
Financial services / Gaming
Required skills
EFT withdrawal management, Treasury operations, Team leadership, Performance monitoring, Recruitment, Reporting, Banking downtime management, Staff rostering, Payroll coordination, Process control revision
Preferred skills
Matric, Diploma/Degree, Valid Driver's License
Technologies
EFT systems, Payment Gateway Portal, ESS
Responsibilities
Ensure daily operations of the departments run smoothly; Manage all EFT withdrawals and Treasury department activities; Monitor agent performance and conduct coaching; Handle banking downtime and escalate issues; Follow up on customer complaints; Complete monthly competitor analysis; Track volumes and project growth for recruitment; Manage staff rostering, timesheets, and absenteeism; Coordinate with Payroll and HR for new hires and dismissals; Perform monthly access checks on withdrawal apps and payment portals; Manage queries and shortages; Oversee training and development; Assist with business development projects.