Fraud Operations Manager

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together.

As a Fraud Operations Manager - BetMGM you will be responsible for you will be responsible for overseeing the fraud detection and prevention activities within the organization. This role involves managing the performance of the fraud team, developing and implementing fraud prevention strategies, and conducting chargeback analysis. This role is pivotal in enhancing our organization's fraud detection and mitigation capabilities, ensuring timely response to incidents, and protecting our assets and reputation. You will provide strategic oversight, foster team development, and ensure operational efficiency in a 24/7 coverage model.

Reporting to the Head of Risk & Payments - BetMGM you will be part of the Risk & Payments Team, who who will take the full responsibility for the smooth running of the day-to-day Payments, KYC and Risk Operations functions, including end to end management of the culture, motivation, quality of service and customer (internal and external) satisfaction from service.

What you will do

Team Leadership and Management:

• Oversee training programs for fraud operations staff in both regions, ensuring they are well-equipped to identify and mitigate fraud.
• Serve as the primary point of contact for fraud operations in Manila and the U.S., facilitating clear and consistent communication.
• Implement & drive US gaming regulation requirements throughout fraud operations and coordinate with business stakeholders to ensure compliance.
• Collaborate with the Product Management Director and Senior Fraud Investigation & Strategy Manager to manage and develop a growing team of Fraud Team Managers and their teams. This includes recruitment, selection, induction, setting objectives, and performance management.
• Ensure that quality standards are upheld across all fraud operations activities.
• Participate in the calibration process to align Fraud Operations objectives with business expectations.
• Ensure Responsible Gaming (RG) and Data Protection Act (DPA) procedures are always upheld.
  
  Fraud Detection and Prevention.
• Develop and implement fraud prevention strategies and programs tailored for both Manila and U.S. operations.
• Monitor and analyze transaction data to identify suspicious activities.
• Develop and refine processes for identifying and mitigating fraud risks, staying ahead of emerging threats.
• Work with the Fraud Prevention team to develop new BV rules to capture suspicious activities based on the trends identified and root causes of the chargeback.

Operational Efficiency:

• Ensure efficient workflow management and resource allocation to handle high volumes of fraud cases effectively.
• Monitor and report on key performance metrics, including case resolution times and fraud loss reductions.
• Prepare regular reports on fraud activities, trends, and prevention measures.
• Collaborate with the Quality and Training Manager to oversee the training and growth of all employees, recognizing them as the company's greatest asset.
• Support HR and Quality and Training teams in assessing individual training needs and the appraisal process.
• Develop and update fraud prevention policies and procedures.
• Act as the point of contact for Fraud Operations during emergency and escalated events, both internally and externally.

Cross-Functional Collaboration:

• Collaborate with other departments, including Risk, Payments, IT, Compliance, Customer Service, and Legal, to address fraud-related issues comprehensively.
• Ensure timely communication and coordination with internal stakeholders to support fraud prevention initiatives.
• Handle escalated contacts as required.

• Knowledge & experience in US gaming regulations and compliance procedures pertaining to fraud prevention
• 3+ years experience in digital gaming fraud
• Proven experience in leading and managing teams, with a focus on team development and performance management.
• A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced.
• Strong knowledge of fraud detection and prevention techniques, tools, and best practices.
• Ability to manage and optimize workflows, ensuring operational efficiency and effectiveness.
• Strong analytical skills to monitor and report on key performance metrics.
• Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
• Effective collaboration and coordination skills to work with cross-functional teams.
• Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's Degree, any field

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.