Shift Management Specialist – Remote Full Time

Summary:

The Shift Management Specialist – Remote role at Patrianna, a fast-growing product development company based in Gibraltar, involves overseeing shift operations for Risk, Fraud, and Payments teams. This remote position, located in Pretoria, South Africa, supports a global team focused on operational excellence in a dynamic environment, emphasizing expertise and adaptability.

Responsibilities:

• Oversee day-to-day operations during assigned shifts, ensuring tasks are completed efficiently and on schedule.
• Manage resource allocation, balancing workloads to meet demand and optimize productivity.
• Address operational issues promptly, escalating to relevant departments or channels as needed, maintaining contact with all involved departments.
• Supervise and direct team members, providing clear instructions and support during the shift.
• Guide and mentor new and existing team members, ensuring they adhere to company policies and procedures.
• Monitor team performance, providing real-time feedback to direct managers to enhance productivity and service quality.
• Ensure timely and professional resolution of escalations for customer inquiries and complaints.
• Maintain compliance with safety guidelines, legal regulations, and company policies during the shift.
• Compile shift reports, documenting key activities, incidents, and performance metrics.
• Act as the primary point of contact between upper management and staff, facilitating effective communication.

Requirements:

• Minimum 1 year of experience in operational service related roles within Fraud, Risk or CS.
• Proven experience in shift management roles, ideally in the iGaming sector.
• Strong knowledge of KYC, Risk, and Payments processes within the iGaming/gambling industry.
• Expertise in shift resource allocation, workload balancing, and contingency staffing.
• Strong analytical and reporting capabilities.
• Excellent problem-solving skills and the ability to make quick, informed decisions.
• Effective communication skills, with experience in enhancing efficiency.
• Familiarity with back-office tools and software.
• Ability to thrive in a dynamic, fast-paced environment.