Job Description

Ops Shift Management Lead

About Patrianna:

Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. We are on the lookout for exceptional talent--driven, ambitious individuals who are ready to elevate business functions with expertise, adaptability, and a passion for continuous growth.

Role Overview:

The Ops Shift Management Lead is a mid-level managerial role responsible for leading a team of specialists within the shift management function. This position requires strong leadership skills, strategic planning abilities, and hands-on expertise in KYC, Risk, and Payments operations. The focus of this role is on shift management, ensuring efficient task allocation, workforce planning, and overall operational effectiveness.

Areas of Responsibility:

Lead and manage a team of shift management specialists, ensuring smooth daily operations across multiple shifts. Oversee task allocation, workload distribution, and scheduling to optimize efficiency and meet operational demands. Implement and refine shift planning strategies, including workforce management and contingency planning. Monitor daily shift activities, proactively identifying and addressing operational challenges. Conduct regular performance evaluations, providing coaching, mentorship, and development opportunities for team members. Collaborate with other departments to ensure resource availability and efficient issue resolution. Analyse operational data to identify trends, improve staffing models, and enhance process efficiency. Ensure compliance with company policies, industry regulations, and internal risk controls during all shifts. Prepare detailed shift performance reports, offering insights, successes, and areas for improvement. Drive initiatives to enhance team efficiency, service quality, and overall customer experience. Act as the primary liaison between shift specialists and senior management, ensuring smooth information flow. Manage and oversee effective escalations handling, ensuring swift resolution and continuous improvement in service standards

Experience & Requirements:

Minimum 3 years of experience in operational service related roles within Fraud, Risk or CS. At least 1 year of experience managing a team in an operational role. Strong knowledge of KYC, Risk, and Payments processes within the iGaming/gambling industry. Expertise in shift scheduling, workforce management, and operational planning. Excellent leadership, coaching, and interpersonal skills to drive team performance. Strong analytical and problem-solving abilities, with experience in data reporting and performance analysis. Familiarity with customer support and shift management software. Ability to adapt quickly to changing operational needs and maintain a proactive approach to issue resolution.






This role is an excellent opportunity for an experienced professional who thrives in a fast-paced environment and is passionate about leading teams to operational excellence.