Lucille A.
Senior Risk Management and Payment Operations Manager
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Lucille A. is an accomplished professional with extensive experience in risk management, fraud, compliance, and payment operations. As a Senior Player Ops Manager at Patrianna, she oversees daily risk and payment operations, ensuring smooth transactions for both B2C and partner operations. She consistently monitors performance metrics and implements best practices for compliance with industry regulations. Prior to this, Lucille excelled as a Payment Operations Manager at B2Spin Ltd., where she expanded teams, defined KPIs, and optimized payment operations. Her leadership was also evident at Gloss Genius, where she led the Trust & Safety team, ensuring timely chargeback submissions and process alignment. Lucille's career began at William Hill Group, where she progressed from a Risk Analyst to managing a Risk & Compliance Team, effectively tackling discrepancies and fraud. Her educational background includes a Bachelor of Arts in Communication from the University of Batangas.
Experience
Senior Player Ops Manager
Patrianna · 2025 — PresentOversee daily risk and payment operations processes to ensure smooth transaction execution for both B2C and partner operations. Analyze daily performance metrics, including KPIs and SLAs, to meet goals and maintain operational excellence. Implement best practices for risk management and payment processing to ensure compliance with guidelines and regulations. Identify operational challenges and opportunities for process optimization, while developing strong relationships with external partners.Payment Operations Manager
B2Spin Ltd. · 2023 — 2025Manage and expand Payment Operations teams by establishing and monitoring clear goals and KPIs for department and team leads. Collaborate daily with other teams to create a seamless customer experience. Have a deep understanding of payment operations reporting, focusing on its creation and optimization. Provide data analysis and guidance to enhance the payment operations team's performance.Trust & Safety (Payment Resolutions) Lead
Gloss Genius · 2021 — 2023Lead the chargeback team, ensuring timely submission of cases. Conduct random audits on submitted evidence to verify process alignment and adherence to compliance. Foster open communication among team members to promote growth and apply best practices. Consider data-driven changes to effectively address financial risks.Operations and Workforce Manager
Physix Gear Sport · 2020 — 2021Manage a team of 20-27 individuals while overseeing day-to-day operations to guarantee timely and efficient task performance. Generate reports to assist with process enhancements and overall operational improvements. Identify opportunities for enhancement and devise optimal solutions.Manager
Book Sales Found · 2019 — 2020Lead a small team of researchers, ensuring the accuracy and efficiency of their reports for website publication. Monitor team performance and efficiency, continuously working on building, improving, and implementing processes. Facilitate calibration sessions to address discrepancies and enhance systematic workflow.Customer Identity Specialist
Upwork · 2019 — 2019Review the account information of Upwork freelancers, conducting background checks using various tools. Validate identities through video calls, identify red flags, and take appropriate action based on overall risk assessments.Risk & Compliance Team Manager
William Hill Group · 2012 — 2019Manage the team to ensure SLA compliance and maintain chargebacks within allowed percentages. Monitor both team and individual performance while providing regular coaching. Handle escalated cases and investigate breaches, reporting findings as necessary. Develop new processes and conduct audits to address discrepancies.Quality Coach
William Hill Group · 2016 — 2017Perform audit checks on fraud alert cases weekly for primary tasks. Conduct one-on-one coaching sessions to identify root causes of mishandling and create action plans to reduce them. Suggest process improvements that positively impact both customers and the organization.Risk Analyst
William Hill Group · 2012 — 2017Monitor deposit patterns, gameplays, and other profiles to detect potential risks, delivering suitable analysis. Validate documents and report any detected or possible fraud.
Skills & Expertise
Education
- Bachelor of Arts in CommunicationUniversity of Batangas · 2003 — 2006
- Bachelor of Arts in CommunicationSaint Louis University · 2001 — 2003
- Bachelor of Arts in CommunicationFar Eastern University · 2000 — 2001