Director, Risk and Payments Operations

About the role

The Director defines and drives the overall strategy and vision for the Risk, Fraud , Responsible Gambling, and Payments Operations teams who primarily work in a contact center environment handling both inbound live customer contacts as well as internally-generated workflows. Through effective leadership, the Director fosters a culture of collaboration, teamwork, and innovation that continually elevate the customer experience in alignment with his/her vision. This multi-national team triages responsible gaming concerns, resolves payment inquiries, reviews cases related to Know Your Customer (KYC), Source of Funds (SOF), Anti-Money Laundering (AML ) and Responsible Gaming (RG) concerns, as well as other functions that protect both our Players and our company. Our Risk, Fraud and Payment Operations teams protect our customers by verifying identity, ensure deposits and withdrawals are safe, fast, efficient, and cost-effective while simultaneously securing player accounts and, in partnership with several stakeholders, make BetMGM a place to game responsibly. This role proactively works with individuals across the organization to influence process and policy decisions, advocate for the needs of their team, and drive customer centric interactions that exceed expectations. What You'll Do (Key Responsibilities): Craft and execute a comprehensive plan that ensures continuous, uninterrupted contact center operations for all our Risk, Fraud, and Payment teams Directly manage exempt and non-exempt staff who oversee several hundred contact center agents located across the U.S. and internationally Define a holistic Risk, Fraud, Responsible Gambling, and Payment Operations strategy with a view toward enterprise systems/structures, handling protocols, required tooling, and rules of engagement between/across organizational teams that aligns to your vision for the player experience for this group Lead the Risk, Fraud , Responsible Gambling, and Payment Operations teams who provide a critical service to our Players and our Company. This includes manager-level direct reports as well as several hundred indirect reports in multiple international geographies. Partner with key stakeholders including Customer Care, Workforce Management, QA, Training, Product, Compliance, Legal, and others to formulate strategic and tactical plans for the Risk and Payments Operations group Define and manage to KPIs that assess operational and performance excellence for your teams Create and manage processes and procedures around accesses on BetMGM platform and safeguard controls around the network Partner with functions to assess risk regarding new bonus campaigns and providing Risk knowledge and support to the Marketing Operations teams Using defined KPIs and troves of Company and Player information, make data-driven decisions to lead your business and drive operational efficiency Ensure compliance with various regulatory requirements, including internal & external reporting, account risk and fraud reviews, responding to regulator and patron complaints before deadline, etc. Build reporting, dashboards, and conduct data analyses as needed by the business Manage Risk, Fraud, Responsible Gambling, and Payments Operations including KYC processes and procedures while also partnering with internal stakeholders to continually optimize processes related to deposits, cash outs, chargebacks, payment disputes and recovery of funds. Take an active role in BetMGM strategic projects by ensuring Risk, Fraud, Responsible Gambling , and Payment Operations requirements are contemplated Manage the process of handling compliance issues by utilizing appropriate resources to investigate and resolve matters with minimal customer friction Minimize potential business losses by c