Surveillance Team Lead

Eeze is a Malta-based, technology-driven company that has been developing world-leading online gaming platforms and solutions since 1999. Underpinned by a history that directly interconnects with the rise of online gambling, the company has been a key pioneer within the international market. Over the years, Eeze has amassed a world-class team of gambling specialists who remain at the frontiers of innovation within this ever-evolving industry. With a focus on being an international B2B Live Casino provider with our Eeze brand, we have over 500 talented team members based in various locations across Europe, with our headquarters and studio in Malta - Europe's leading iGaming hub

Job Purpose

The Surveillance Team Lead is the operational leader responsible for overseeing the full surveillance function within the online casino studio. This includes direct management of the Surveillance Officers, ensuring real-time monitoring of live casino tables, safeguarding game integrity, supporting operational teams, and enforcing compliance with all Standard Operating Procedures (SOPs).

The Surveillance Team Lead plays a critical role in loss prevention, incident detection, escalation, and maintaining a fair and secure gaming environment. The role requires high attention to detail, strong leadership, and the ability to make fast, informed decisions under pressure.

Key Responsibilities

Team Leadership & People Management

• Lead, motivate, and support the daily activities of the Surveillance Officers.
• Organise and supervise day-to-day team operations to ensure smooth shift execution.
• Provide ongoing coaching, guidance, and hands-on support to team members.
• Conduct regular one-to-one meetings to discuss performance, development, and wellbeing.
• Complete probation reviews, performance appraisals, and development discussions.
• Monitor attendance, punctuality, productivity, and quality standards.
• Provide timely feedback and recognise strong performance while addressing performance concerns constructively.
• Support onboarding, induction, and training of new employees.
• Identify development opportunities and encourage continuous learning within the team.
• Create a positive, collaborative, and accountable working environment.
• Support employee engagement and contribute to maintaining high team morale.
• Address day-to-day employee concerns and escalate more complex people matters where appropriate.

Daily Operations

• Coordinate the daily activities of the Surveillance team across all operational areas.
• Ensure adequate team coverage throughout each shift and support scheduling where required.
• Monitor workload distribution and reallocate tasks when operational priorities change.
• Ensure shift handovers are completed accurately and effectively.
• Act as the first point of escalation for operational questions and day-to-day issues.
• Escalate operational risks, incidents, or staffing concerns to the Head of Casino Operations when required.

Surveillance & Compliance

• Support the team in monitoring live casino operations through CCTV and surveillance systems.
• Ensure Surveillance Officers follow established monitoring procedures, reporting standards, and escalation processes.
• Review incident reports prepared by team members for accuracy and completeness.
• Assist with investigations relating to operational irregularities or procedural breaches.
• Promote compliance with company policies, internal procedures, and gaming regulations.
• Ensure confidential information and surveillance data are handled appropriately.

Communication & Collaboration

• Communicate operational updates, policy changes, and business priorities to the team.
• Work closely with Operations, Card Room Management, Risk, Quality, and Technical teams to resolve operational matters.
• Share observations and feedback that help improve team performance and operational efficiency.
• Provide regular updates on team performance, attendance, quality, and operational concerns to the Head of Casino Operations.

Administration

• Maintain accurate team documentation, attendance records, and performance information.
• Ensure reports, logs, and operational documentation are completed on time and to the required standard.
• Support audits and information requests when required.
• Additional ad-hoc duties may be assigned in line with business requirements.

Qualifications & Experience

Essential

• 1-3 years of experience in surveillance, gaming operations, security, customer operations, or a similar operational environment.
• Previous experience in a senior team member, shift lead, or team leader role is advantageous.
• Experience coaching, mentoring, or supporting colleagues in a team environment.
• Strong organisational skills and attention to detail.
• Good communication and interpersonal skills.
• Ability to make sound decisions and remain calm under pressure.

Preferred

• Experience within Live Casino, Online Gaming, or another regulated industry.
• Familiarity with CCTV or surveillance monitoring systems.
• Basic understanding of incident reporting and operational compliance.

Key Competencies

• Team Leadership
• Coaching & Development
• Communication
• Accountability
• Collaboration
• Problem Solving
• Decision Making
• Attention to Detail
• Integrity & Confidentiality
• Time Management
• Organisation
• Adaptability
• Customer & Operational Focus

What's in it for you?

• Experience a dynamic and team-orientated work environment.
• Opportunities for personal growth and learning.
• An open, inclusive and supportive team where you will be valued, and your suggestions will be welcome.
• 24 days paid holiday per year. This is in addition to local public holidays.
• Life Assurance (2x annual salary).
• Private Medical Insurance.
• Access to an in-house gym.
• €400 annual wellness allowance.
• Team Building Opportunities.
• €80 food allowance.
• Parking (limited).
• Local discounts and more.