Ops Shift Management Lead - Remote
Ops Shift Management Lead
About Patrianna:
Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. We are on the lookout for exceptional talent—driven, ambitious individuals who are ready to elevate business functions with expertise, adaptability, and a passion for continuous growth.
Role Overview:
The Ops Shift Management Lead is a mid-level managerial role responsible for leading a team of specialists within the shift management function. This position requires strong leadership skills, strategic planning abilities, and hands-on expertise in KYC, Risk, and Payments operations. The focus of this role is on shift management, ensuring efficient task allocation, workforce planning, and overall operational effectiveness.
Areas of Responsibility:
● Lead and manage a team of shift management specialists, ensuring smooth daily operations across multiple shifts.
● Oversee task allocation, workload distribution, and scheduling to optimize efficiency and meet operational demands.
● Implement and refine shift planning strategies, including workforce management and contingency planning.
● Monitor daily shift activities, proactively identifying and addressing operational challenges.
● Conduct regular performance evaluations, providing coaching, mentorship, and development opportunities for team members.
● Collaborate with other departments to ensure resource availability and efficient issue resolution.
● Analyse operational data to identify trends, improve staffing models, and enhance process efficiency.
● Ensure compliance with company policies, industry regulations, and internal risk controls during all shifts.
● Prepare detailed shift performance reports, offering insights, successes, and areas for improvement.
● Drive initiatives to enhance team efficiency, service quality, and overall customer experience.
● Act as the primary liaison between shift specialists and senior management, ensuring smooth information flow.
● Manage and oversee effective escalations handling, ensuring swift resolution and continuous improvement in service standards
Experience & Requirements:
● Minimum 3 years of experience in operational service related roles within Fraud, Risk or CS.
● At least 1 year of experience managing a team in an operational role.
● Strong knowledge of KYC, Risk, and Payments processes within the iGaming/gambling industry.
● Expertise in shift scheduling, workforce management, and operational planning.
● Excellent leadership, coaching, and interpersonal skills to drive team performance.
● Strong analytical and problem-solving abilities, with experience in data reporting and performance analysis.
● Familiarity with customer support and shift management software.
● Ability to adapt quickly to changing operational needs and maintain a proactive approach to issue resolution.
This role is an excellent opportunity for an experienced professional who thrives in a fast-paced environment and is passionate about leading teams to operational excellence.
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