Group Lead VIP Support

About the Position

We're seeking a Group Lead VIP Support to manage multiple VIP Support teams, set goals, and monitor performance metrics in a remote role. This exciting and challenging job offers the opportunity to be part of a multicultural team of top professionals in a fast-growing business group.

Responsibilities

• Managing multiple VIP Support teams through Team Leads
• Setting goals, priorities, and performance expectations for Team Leads
• Monitoring KPI performance across teams, segments, and/or GEOs
• Conducting comparative analysis of team performance and identifying underperforming areas
• Monitoring retention, churn, reactivation, Deposits, GGR/NGR, In-Out, Bonus Cost, coverage, and other key business metrics
• Identifying systemic drivers behind changes in key business performance indicators
• Developing and monitoring action plans for underperforming teams and/or segments
• Managing resource and workload allocation across teams
• Capacity and headcount planning
• Monitoring the effectiveness of the team structure and organizational setup
• Developing Team Leads and increasing their level of managerial autonomy
• Conducting regular performance reviews with Team Leads
• Calibrating employee performance assessment approaches across teams
• Establishing consistent VIP service standards and ensuring compliance across teams
• Ensuring a consistent approach to CRM, retention, bonus management, and VIP customer base management
• Analyzing systemic issues across the customer journey and initiating improvements
• Monitoring the effectiveness of bonus policies across multiple teams
• Identifying recurring customer, payment, and product-related issues
• Collaborating with Heads and senior stakeholders across CRM, Product, Payments, Risk, Analytics, and other functions
• Prioritizing cross-functional initiatives impacting the VIP function
• Overseeing the implementation of new processes and evaluating their impact
• Scaling successful practices and solutions across teams
• Contributing to the development of VIP processes, segmentation, contact strategy, and retention approaches
• Preparing consolidated analytics and management reporting for the VIP function
• Escalating systemic issues and improvement proposals to Head-level management
• Ensuring operational stability of VIP Support as the customer base, traffic, and workload grow

Requirements

• VIP Support Operations

  • Managing day-to-day VIP Support operations
  • Monitoring SLA, KPI, and service performance; analyzing deviations and implementing corrective actions
  • Ensuring uninterrupted 24/7 VIP Support coverage across all GEOs and projects
  • Providing feedback to Team Leads, conducting 1-on-1s and team meetings, and managing employee development and grade progression processes
  • Conducting regular performance reviews
  • Supporting Team Leads in complex customer and management cases
  • Preparing regular performance reports on VIP Support operations
  • Managing cooperation with concierge service providers, including invoice and service acceptance document administration and monitoring the quality and scope of services provided

• Functional Control

  • Monitoring compliance with communication and service standards
  • Ensuring adherence to internal policies, procedures, and guidelines
  • Monitoring fraud cases and suspicious activities involving managers based on information provided by Security and Anti-Fraud teams
  • Ensuring compliance with applicable regulatory requirements
  • Monitoring the accuracy and appropriateness of communications on sensitive topics
  • Proactively identifying and mitigating operational and compliance risks within the team

• Individual VIP Customer Decisions (Approvals)

  • Approving individual terms and solutions for VIP customers within established policies and limits
  • Making decisions in non-standard and exceptional situations
  • Ensuring a personalized approach while maintaining compliance with policies and procedures
  • Minimizing reputational and financial risks
  • Acting as an escalation point for Team Leads and Senior Managers

• Retention Policy and Sales Plan Execution

  • Ensuring execution of the approved team retention strategy
  • Monitoring the correct application of retention offers
  • Monitoring the effectiveness of retention activities at the Support level
  • Ensuring compliance with offer limits, eligibility criteria, and terms
  • Supporting Team Leads in achieving planned performance and sales targets

• Cross-Functional Collaboration

  • Analyzing customer responses to retention offers and service changes, collecting and structuring VIP customer feedback, and sharing insights with Product, Retention teams, and Project Support Coordinators
  • Contributing to strategies aimed at increasing customer lifetime value (LTV) and reducing churn
  • Contributing to the development of the sales plan for the VIP Support team

We Offer

• An exciting and challenging job in a fast-growing business group, the opportunity to be part of a multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, Finance and more;
• Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset is guaranteed;
• Beautiful offices in Warsaw, Limassol, Yerevan - work remotely or on-site with comfort and enjoy the opportunity to build a network of connections with professionals day by day;
• Modern corporate equipment based on macOS or Windows and additional equipment are provided;
• Paid vacations, sick leave, personal event days, days off;
• Corporate health insurance program for your well-being;
• Referral program - enjoy cooperation with your colleagues and get a bonus;
• Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences;
• Rewards program for mentoring and coaching colleagues;
• In-house Travel Service;
• Multiple internal activities: online platform for employees with quests, gamification, presents and news, RedCore clubs for movie/book/pets lovers, special office days dedicated to holidays;
• Company events, team buildings.

About the Company

Join our team and be part of a dynamic and innovative environment where your contributions will directly impact our success. We value diversity, inclusion, and continuous learning, providing a supportive atmosphere for professional growth and development.