Payments Team Lead

We are looking for a Payments Team Lead to oversee and coordinate our payment operations team. In this role, you’ll ensure all withdrawals, fraud prevention, and KYC processes are executed efficiently, accurately, and in full compliance with company policies. You’ll be responsible for maintaining a smooth daily payment flow, resolving escalations, and supporting the Head of CS in driving operational excellence. Key Responsibilities Supervising and Managing Team Performance Oversee the day-to-day operations of the Payment Team. Ensure team members meet service level targets and comply with company policies and procedures. Monitor individual performance and provide constructive feedback and coaching. Conduct monthly one-to-one meetings. Maintain quality assurance standards. Training and Development of Payment Agents Identify training needs and organize sessions to meet quality standards and improve performance. Address and manage performance issues effectively. Improving Payment Processes and Policies Identify and recommend enhancements in Payments, KYC, and Fraud processes and policies to improve customer experience and align with company standards. Implement approved changes and improvements to payment and fraud detection workflows. Handling Complex Payment, KYC, and Fraud Issues Act as the point of escalation for complex cases beyond team-level resolution. Make decisions on high-authority customer cases. Support other departments in fraud investigations when required. Reporting and Analysis Gather and analyze data to evaluate team efficiency and effectiveness. Prepare reports on team performance, withdrawal handling, SEON metrics, and other relevant KPIs. Team Motivation and Engagement Keep the team motivated through recognition, rewards, and regular feedback. Foster a supportive and positive work environment that encourages collaboration and enthusiasm. Collaboration with Stakeholders Work closely with the CS management team and relevant Gamdom stakeholders to ensure alignment with company goals. Act as a liaison between the Payments team and other departments, ensuring timely and accurate information flow. Perks at Gamdom: Fully remote - work from anywhere in the world Flexible schedule 30 days of paid time off Equipment allowance