Payment Operations Manager

* This role is a 12 month fixed term contract, with the potential to extend beyondIn Australia, Dabble has been operating a licensed sportsbook under the NTRWC since 2021.
We're here to deliver extraordinary - with a truly immersive socialised betting experience designed to provide evolutionary entertainment to our punters via genuine interaction and engagement.
We have office hubs in Darwin, Melbourne, Brisbane, Sydney, Adelaide, and Albury.
While we support remote-friendly work, we also encourage our people to take advantage of our national network of offices, offering cross-office sponsored flights year-round to promote collaboration and connection.
Our global operations span multiple markets, including our innovative Daily Fantasy Sports app servicing the United States, which launched in 2023.
We are a team of highly driven enthusiasts and we are looking for our next Dabbler to join us as we continue in our journey.
Dabble Culture Dress for your day so you can focus on what mattersSwitch up your office, work from home, work from wherever helps you to deliverGenuine, like-minded team of visionaries.
We welcome ideas big and smallScheduled focus time to encourage deep thoughtOur annual convention, Dabblecon, brings us all together to celebrate our successes and plan continued evolution over the coming yearEach day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary and FocusDabble Perks A minimum of five weeks of paid annual leave for all DabblersPaid parental leave for both primary and secondary caregiverWe encourage you to visit our network of offices: sponsored flights available to staff and spouse/immediate familyFlexibility with working hours to accommodate our cross-country employee base: you are free to manage your own timeYour wellness is our genuine concern: We sponsor access to the Sonder app for employees and their families with 24/7 support across mental health, medical advice, safety support andmoreUp to 10% annual cash bonus based on Company performance metricsDabble Day Dividend: all Dabblers split the day's revenue evenly on our birthday each year.
You share the workload, why shouldn't you share the reward?Safety first: your ride home from company sponsored events and your flu jab is on usOverview A key member of the Customer Operations team, the Payment Operations Manager ensures the success of the organisation by handling direct and escalated service contacts from customers through telephone, livechat and email, and becoming the company point of contact and expert in Payments, Fraud, Anti-Money Laundering and associated activities.
The Payment Operations Manager ensures a high level of accuracy, transparency, timeliness, and compliance in the day-to-day operations.
Taking ownership of the Payments, Fraud, and AML Compliance Obligations will involve working with the Compliance, Finance, product and technology teams to understand requirements, optimise processes and add features that customers desire, as well as understanding risks in these areas.
To be successful in this role, you will require outstanding communication and interpersonal skills, the ability to prioritise your workload, advanced knowledge of the Payments/Customer Service functions of a wagering organisation and be experienced with creating training documents and assist in the training of staff members.
Primary Location This role is currently open to all locations within Australia
Responsibilities Ensure all customer interactions meet Dabble's high standards, prioritising customer needs and delivering prompt support across all channelsDevelop and implement strategies to enhance payment processes, fraud prevention, fraud detection and risk mitigation and customer trust through continuous improvement initiativesManage a set of vendor relationships and drive day-to-day initiatives to resolutionLead, mentor, and develop a high-performing team, setting clear objectives and providing regular feedback to ensure excellence in payments, fraud, and compliance activitiesStay updated on emerging fraud trends and ensure the company adapts to evolving tactics in the gambling and payments spaceEnsure all payment-related processes meet Australian regulatory standards, including AML (Anti-Money Laundering) and KYC (Know Your Customer), by collaborating with the Compliance teamPrepare for regulatory audits, coordinate compliance reviews, and implement corrective actions as necessary to maintain adherence to legal requirementsEnsure that reporting and Internal applications are adequate and continue to be optimised for customer experienceCreate and present detailed reports on payment operations, fraud metrics, and compliance performance to senior management, providing insights for data-driven decision-makingCollaborate with internal teams (e.g.
Compliance, Finance, Technology, Product) and external partners (e.g., payment providers) to optimise payment solutions and implement new methods that enhance customer satisfactionAssist in the creation/implementation of internal Operations Policies/procedures for training of staff membersAssist Building, implementing, and maintaining the QA process going forward for ensuring payments and fraud tasks are undertaken effectivelyAssist in any RSG Compliance roles where required and any of its associated responsibilitiesReconcile customer deposits and withdrawals to third party vendor statementsBuilding effective relationships within the team/companyEnsuring the needs of the customer are always the primary focusAny ad hoc task or other company roles that may be requiredSkills & Qualifications Experience in the gambling and wagering industryMinimum 3 years of experience in payments, fraud management, or risk management in the financial services or gambling industryExceptional attention to detail and the ability to work well under pressureProficiency with payment processing systems, fraud detection tools, and data analysis platformsIn-depth understanding of regulatory requirements, including AML (Anti-Money Laundering), KYC (Know Your Customer), and relevant financial services legislationStrong analytical and problem-solving abilities, with experience in transaction data analysis and risk assessmentDemonstrated experience in team leadership, including setting objectives, managing performance, and developing team membersExcellent verbal and written communication skills, with the ability to collaborate cross-functionally and present findings to stakeholdersProven ability to ensure accuracy in payment processing, fraud identification, and regulatory complianceAdaptability to respond to the dynamic needs of the gambling industry, including emerging payment methods and evolving fraud trendsA can-do attitude and ability to see the bigger pictureAre you a Dabbler? A Dabbler's attitude is paramount, as the right person will be able to learn quickly and adapt to any skill gaps.
A Dabbler is always a team player, with a willingness to share with and learn from others.
Being a remote-first workplace, collaborative working styles are crucial to empower and grow each individual member (e.g., we prefer openness via public channels to problem solve or ideate on Slack). A Dabbler uses their freedom of autonomy to its absolute potential and enjoys contributing to the Dabble community.
We hold respect for our peers very highly – there is no such thing as a bad idea.
We encourage you to think differently, be brave and strive to always raise the bar.
Dabble was born out of thought sharing and should tackle growth in the same way.
Dabble embraces empowerment of all people at any level of seniority and experience to 'own their work' and 'talk their book' wherever they can.
A fulfilling life extends beyond work, and we encourage our employees to prioritise self-care and well-being.
This means taking breaks when needed, setting boundaries, and seeking support when facing challenges.
We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary. Remuneration The advertised salary for this position is $95,000 - $120,000 + Super + Benefits with room to be flexible.
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