Job Description

Shift Management Specialist

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 Shift Management Specialist is an entry level managerial role responsible for managing shifts for a team of Risk, Fraud and Payments agents. This position requires strong shift management skills, efficient task allocation abilities, and hands-on expertise in KYC, Risk, and Payments operations.

Areas of Responsibility:

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.

Experience:

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.
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.