Spanish and English Speaking Team Leader

1 month ago


Sunderland Tyne and Wear, United Kingdom Tombola Full time

Fraud and Customer Risk Team Leader
Hybrid (3 days office and 2 home)
As the Fraud and Customer Risk Team Leader (Spanish Speaking), you play a critical role in our team's success. You’ll work closely with the Fraud & Customer Risk Ops Manager to win together
You will lead our customer risk team covering our Spanish territoriesto deliver first-class customer service while identifying and mitigating potential risks that our players may face. Your responsibilities include designing, implementing, and integrating efficient processes and work methods within the Customer Risk team. Additionally, you will be overseeing and assisting in resolving any escalated people management issues. Team Leadership and Management
Risk Assessment and Mitigation Strategy
Ensuring Regulatory Compliance
Analysing Risk Management Systems
Documenting and Reporting Risk Findings
Implementing Risk-related Training Programs
In addition to the key responsibilities, you will also be responsible for various ad-hoc duties, including:

Managing Return to Work (RTW) processes for long-term absences
Conducting trainee probation reviews
Handling people management issues, including Performance Improvement Plans (PIPs) and Involuntary Attrition Decisions (IAD)
Conducting performance reviews and check-ins during H1 and H2
Assisting in training initiatives, including onboarding and wider CX training
Spanish language skills are essential (Read, write and speak)
English language skills are essential (Read, write and speak)
Experience in digital fraud is essential
At least 1 year's people management experience is essential from working in a leadership role within a risk, compliance, or customer service environment
Proven experience in risk mitigation
Applicants must be 18 years or older to apply for this role.
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