Manager, Operations - Risk & Fraud
Jersey City, NJ 
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Posted 13 days ago
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Job Description
Position: Manager, Operations - Risk & Fraud
Location: Jersey City, NJ
Remote Status: Hybrid
Job Id: 2377
# of Openings: 2
Manager, Risk Operations
Jersey City, NJ
About US

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations-MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".
About the Role
As the Manager, Risk Operations, you will assume a pivotal role in directing, guiding, and supporting the Fraud, KYC, and Risk Operations team. Your responsibility includes ensuring the outstanding performance of Team Leads who will report directly to you, as well as overseeing that the teams themselves, and their members, also meet their performance targets.
This role will also be responsible for guaranteeing the attainment and surpassing of business and functional Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), implementing automated processes to minimize impact on players, fostering the creation of new processes and efficiencies, and collaborating seamlessly with Compliance, Legal, Customer Success, Product along with other various departments.
Responsibilities
  • Understand, develop and maintain Key Performance Indicators (KPIs) and Service Level Agreement (SLA) metrics for Risk Operations.
  • Establish benchmarks and performance standards to measure the effectiveness of risk mitigation strategies by working directly in our data system.
  • Monitor the chargeback ratio regularly to ensure compliance with established standards and regulations, proactively addressing any deviations from the acceptable threshold.
  • Identify areas for process improvement within the Risk and Fraud Operations department.
  • Implement efficient workflows and automated processes to enhance overall effectiveness.
  • Handle escalations sent through Zendesk and separately ensure the completion of at least 10% of the monthly incoming ticket volume.
  • Manage alerts, particularly during peak times, and ensure the resolution of a minimum of 10% of the monthly incoming ticket volume.
  • Conduct regular weekly meetings with direct reports, in addition to annual performance evaluations.
  • Ensure all team members have regular performance conversations and 1:1s.
  • Manage performance (e.g. quality, productivity, etc.) in line with company policy.
  • Develop a highly motivated team with positive engagement and low attrition and ensure companywide communications are disseminated down to all operations' staff.
  • Utilize data analysis techniques to interpret trends and patterns related to risk and fraud.
  • Proficiency in forecasting to identify critical aspects during peak seasons and ability to adjust staffing levels based on the insights gained from forecasting.
  • Collaborate with the Training and Quality Assurance Team to facilitate ongoing training and development programs for the team to ensure they stay abreast of industry trends, fraud detection techniques, and relevant regulations.
  • Identify areas for process improvement within the Risk and Fraud Operations department.
  • Implement efficient workflows and automated processes to enhance overall effectiveness.
  • Provide regular reports to senior management on the performance of the Risk and Fraud Operations team.
Essential Functions
  • Must be able to stand or sit and operate computers and other technological devices for extended periods of time
Qualifications
  • 2 years of experience of direct management experience of risk, fraud, payments, or related teams; including experience managing other people managers
  • 5 years of experience working with risk, fraud, payments, or related teams
  • Experience working in gaming or other heavily regulated industry preferred
  • Knowledge and experience of AML/KYC/SOF especially in the US market
  • Experience with working with remote locations and multicultural environments
  • Familiarity with creating and honing metrics to measure performance of fraud prevention teams on both an individual and team level
  • Proven ability to work across internal teams to resolve issues, including Customer Support, Payments, Compliance/AML
Licensing Requirements
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.
About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:
  • Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.
  • Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
  • Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
  • Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.
What We Offer

As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Gaming Compliance

Candidate must comply with and support the company's responsible gambling policies, procedures and initiatives.
This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.
BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.
We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.
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Pay Range: $88,880 - $116,655 per year
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Job Summary
Company
BetMGM
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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