Senior Prize Operations Officer

About the Role

We are seeking a highly experienced Senior Prize Operations Officer to manage and oversee the full lifecycle of lottery prize claims and payments. You will ensure compliance, accuracy, and operational efficiency across all prize-related operations.

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