Senior Prize Operations Office

Job Description

Key Responsibilities

Manage end-to-end lottery prize claim and payment processes
Verify winning tickets and ensure authenticity
Oversee high-value prize approvals and ensure proper authorization levels
Process and monitor timely prize payments
Conduct KYC verification and ensure complete, accurate documentation
Maintain secure and organized records of all claims and payments
Ensure full compliance with regulatory requirements and internal policies
Prepare for and support internal and external audits
Manage and track claims using ticketing/case management systems
Handle incidents, disputes, and escalations related to prize claims
Investigate discrepancies and recommend corrective actions
Coordinate with retail agents, branches, and distribution channels
Provide guidance and training to retail teams on claim procedures
Monitor and improve operational processes for efficiency and accuracy
Develop and implement standard operating procedures (SOPs)
Prepare daily, weekly, and monthly operational reports
Analyze claim trends and identify risks or irregularities
Collaborate with finance, legal, and compliance teams
Ensure confidentiality and data protection of customer information
Support system improvements and digital process enhancements

About You
Requirements

Bachelor’s degree in business administration, Finance, or related field
Minimum 8 years of relevant experience in operations, finance, or lottery/gaming industry
Strong experience in compliance, KYC, and documentation processes
Proven experience managing high-value transactions and approvals
Strong analytical and problem-solving skills
Excellent communication and stakeholder management skills
High level of integrity, accuracy, and attention to detail