Senior Customer Service Manager (Transactional)

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.
We have an amazing opportunity for a Senior Customer Service Manager based in Durban, KwaZulu. Do you think you have what it takes to be our newest Purple Star?
The successful candidate will be responsible for overseeing all EFT withdrawals, deposit operations, and treasury-related functions within the Transactional Contact Centre. The incumbent will manage Customer Service Managers (CSMs) and Senior Team Leaders (STLs), ensuring operational efficiency, compliance, risk management, and exceptional customer service delivery.
The role requires effective workforce planning, stakeholder engagement, process optimisation, and the efficient handling of escalations. The incumbent will maintain regular communication with the Head of Department regarding urgent operational matters, shortages, disciplinary issues, and any disruptions affecting deposit and withdrawal processing.
With Hollywoodbets You Will:
Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.
You Bring:

• Customer Service Experience (Essential)

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Minimum 7 years' experience in customer service operations, with at least 5 years in a leadership or management role.
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Valid Drivers License
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Financial services, payments, banking or transactional operations experience
What You’ll Do For The Brand:
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Oversee daily operations to ensure the smooth processing of all withdrawal’s methods, treasury functions, and deposit functions.
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Ensure all withdrawal and deposit processing systems and communication channels are fully operational.
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Manage and escalate banking downtime issues efficiently, ensuring minimal disruption to operations.
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Address and resolve customer complaints promptly to maintain service excellence.
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Conduct weekly data analysis to benchmark processes and identify improvement opportunities.
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Track withdrawal and deposit volumes to anticipate growth trends and support recruitment planning for adequate staffing.
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Ensure timely website updates to inform customers of downtime and service interruptions.
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Monitor volumes and system performance to maintain optimal transactional operations.
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Monitor team performance regularly, providing coaching and support where necessary.
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Generate and analyse performance reports to identify trends and areas for improvement.
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Manage CSM and STL rosters to align with business needs and ensure adequate operational coverage.
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Oversee timesheet management, monitor absenteeism, and approve CSM and STL hours.
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Submit allowances and incentive documentation to Payroll in accordance with internal deadlines.
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Oversee leave processing via the internal platform to ensure accurate payroll administration.
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Approve and sign off monthly invoices related to the department.
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Review stack-ranking files to ensure team member statistics are accurate.
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Work closely with Payroll, Recruitment, and HR to ensure the timely processing of new hires and terminations.
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Ensure recruitment and disciplinary processes for CSMs and STLs are conducted in accordance with company policies and procedures.
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Support the successful implementation of new business initiatives and projects.
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Identify opportunities to improve the efficiency and effectiveness of deposit and withdrawal processes.
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Work closely with Internal Audit to ensure audit requests are responded to accurately and within agreed timelines.
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Ensure effective succession planning, employee development, and career pathing for team members.
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Ensure audit reconciliations and recoveries are accurate and up to date for both deposits and withdrawals.
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Perform dip checks on processed transactions to ensure accuracy and compliance with policies and procedures.
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Monitor Zendesk and exception queues to ensure queries are managed efficiently and within SLA requirements.
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Escalate downtime incidents urgently and follow up with relevant stakeholders until resolution.
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Ensure Standard Operating Procedures (SOPs) are maintained, updated, and aligned to changes in policies and processes.
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Facilitate effective communication between clients and the VIP Client Liaison Team, particularly where delays are anticipated.
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Maintain effective relationships with banks and service providers, identifying opportunities to improve services and implement new solutions.
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Perform monthly audits on the Withdrawals App and Payment Gateway portals to ensure access rights are removed for terminated employees.
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Manage all withdrawal- and deposit-related queries and shortages efficiently, ensuring timely resolution.
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Facilitate effective communication with the Head of Department regarding urgent matters, shortages, disciplinary matters, and processing changes affecting deposits and withdrawals.
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Continuously review and enhance controls governing withdrawals and deposit processes.
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Ensure effective communication regarding new business initiatives and projects to all affected team members, including CSMs, STLs, and TLs.
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Review hourly and daily transaction statistics to ensure bank accounts are adequately funded and maintain sufficient balances.
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Ensure CSMs, STLs and TLs perform their responsibilities efficiently and in accordance with departmental standards.
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Review operational queues hourly to ensure SLA compliance and the accuracy of customer feedback provided.
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Maintain a thorough understanding of system and process flows to effectively troubleshoot operational issues.
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Prepare and distribute daily, weekly, and monthly operational reports.
A Bonus To Have:
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Matric
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Related Diploma/ Degree
So, are you ready to level up, learn, and perform at your best? Apply now!
Please note that only applicants who meet the stipulated minimum requirements will be considered.
Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.