JUSTYNA NURZYNSKA
Fintech & Gaming Industry Professional | Payments & Operations Expert | Optimizing Processes & Performance
Estepona
Summary
Dynamic and adaptable professional with extensive experience in risk management, fraud prevention, and payment operations. Brings a balance of strategic insight and hands-on expertise to every role. Known for analytical mindset and proactive approach to tackling challenges. Skilled in fostering team cohesion, optimizing processes, and ensuring compliance in high-stakes environments. Thrives in fast-paced settings where precision and efficiency are key. Highly organized, motivated, and driven to support continuous growth. Excited to contribute blend of leadership and operational skills to a team focused on innovation and excellence.
Overview
17
17
years of professional experience
4
4
Languages
Work History
Head of Payments and Risk & Fraud (Operation)
Gaming Innovation Group
Marbella, Malaga
12.2021 - 04.2024
- Spearheaded the development and execution of strategies for Payments and Risk Management, ensuring alignment with business objectives
- Directed a team of 15+ specialists to deliver operational excellence across payments, risk, and fraud functions
- Managed the full cycle of payment processes, both manual and automated, focusing on reducing turnaround times, especially for VIP withdrawals
- Oversaw the funding of PSP wallets and collaborated closely with the Finance team to optimize cash flow management
- Developed comprehensive fraud detection frameworks using advanced monitoring tools to proactively identify and mitigate high-risk transactions
- Conducted ongoing monitoring of high-risk clients, significantly lowering fraud exposure and chargebacks
- Led initiatives to streamline payment operations, resulting in enhanced efficiency and accuracy
- Implemented automated reconciliation processes and error reduction strategies, improving overall transaction success rates
- Worked closely with external providers (Devcode, PSPs) and internal stakeholders, including Customer Support, Finance, and Technical Teams, to resolve complex payment and fraud issues
- Strengthened partnerships to drive new business opportunities and technology enhancements
- Ensured compliance with AML and KYC regulations across multiple jurisdictions (UKGC, MGA, SGA, Curacao)
- Regularly updated internal policies, conducted audits, and provided strategic oversight to maintain regulatory adherence
- Built a high-performing team through structured training, mentorship, and performance management
- Focused on driving engagement and fostering a culture of continuous improvement to meet departmental KPIs
- Established tools and reporting mechanisms to monitor and enhance payment performance metrics
- Led efforts in transaction error reviews, reducing declines and improving overall payment success rates
- Acted as the primary escalation point for all payments, risk, and fraud issues, ensuring swift resolution and minimal impact on business operations
Payments Operations Manager
Gaming Innovation Group
Marbella, Malaga
10.2019 - 12.2021
- Guided a team of advisors and analysts, fostering engagement through clear communication, feedback, and training
- Developed strategies to enhance payment operations, leveraging data analysis and technology to optimize performance
- Led recruitment, training, and retention efforts, ensuring team alignment with company policies and goals
- Streamlined processes, conducted quality audits, and implemented system updates to boost efficiency
- Managed risk protocols, monitored KPIs and SLAs, and supported financial targets
- Maintained effective communication with internal and external stakeholders to drive business objectives
Payment Operations Team Leader
Gaming Innovation Group
Marbella, Malaga
12.2018 - 10.2019
- Led and motivated a team of Payments and Verification Analysts, ensuring high-quality performance and adherence to company standards
- Conducted regular training sessions to elevate team skills and knowledge, resulting in improved productivity
- Acted as the primary point of contact for team queries and supported cross-departmental collaboration to ensure operational efficiency
Shift Supervisor Payments & KYC
Gaming Innovation Group
Marbella, Malaga
08.2018 - 12.2018
- Managed daily operations, ensuring that payment processes and KYC verifications were completed accurately and efficiently
- Supported the team in addressing complex queries, contributing to a high standard of service delivery
B2B Support & Payments Analyst
Gaming Innovation Group
Marbella, Malaga
09.2016 - 08.2018
- Collaborated with payment providers and internal teams, ensuring effective communication and problem resolution
- Demonstrated strong data management skills by efficiently handling large volumes of data and ensuring accuracy in processing
CRM Operations Executive
GTECH / IGT Company
Gibraltar
08.2014 - 12.2015
- Managed end-to-end email campaigns, ensuring alignment with marketing strategies and brand guidelines
- Supported recruitment processes within the CRM department, assisting in hiring talented professionals to enhance team capabilities
- Assisted in web content management, ensuring timely updates to maintain an engaging user experience
Call Centre Senior Team Leader & Poker Product Officer
St Minver - GTECH Company
Gibraltar
03.2010 - 04.2014
- Successfully recruited and managed a team of 10-15 agents, building a motivated team that consistently met performance targets
- Developed training programs to ensure high-quality customer service, fostering a positive work environment and strong team dynamics
- Streamlined call center operations, resulting in improved efficiency and customer satisfaction
Call Centre Team Leader
St Minver - GTECH Company
Gibraltar
09.2008 - 05.2010
- Supervised the call center team, ensuring adherence to service standards and providing coaching to enhance performance
- Established a collaborative work environment that encouraged team members to excel in customer interactions
Customer Service Representative
04.2007 - 09.2008
- Provided exceptional customer service, quickly resolving inquiries and issues while maintaining accurate records of customer interactions
Education
Bachelor of Arts - Fashion Design
Academy of Visual Arts
Poznań, Poland 04.2001 -
High School Diploma -
University of Gdańsk
Gdańsk , Poland 04.2001 -
Skills
Fraud Prevention Strategies
Payments Operations Management
Leadership Development
Strategic Planning & Execution
Cross-Functional Collaboration
Data Analysis & Reporting
Friendly, positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Team management
Awards
- Gtech Building Excellence Award
- GIG GIGstar Excellence Award
Education And Certifications
By MadeYou
- Empowering Others to Grow
- Engaging Goals and Objectives
- Leading People Through Change
- Emotional Intelligence
Interests
Environmental conservation
Art
Gym
Travel
Timeline
Head of Payments and Risk & Fraud (Operation)
Gaming Innovation Group
12.2021 - 04.2024
Payments Operations Manager
Gaming Innovation Group
10.2019 - 12.2021
Payment Operations Team Leader
Gaming Innovation Group
12.2018 - 10.2019
Shift Supervisor Payments & KYC
Gaming Innovation Group
08.2018 - 12.2018
B2B Support & Payments Analyst
Gaming Innovation Group
09.2016 - 08.2018
CRM Operations Executive
GTECH / IGT Company
08.2014 - 12.2015
Call Centre Senior Team Leader & Poker Product Officer
St Minver - GTECH Company
03.2010 - 04.2014
Call Centre Team Leader
St Minver - GTECH Company
09.2008 - 05.2010
Customer Service Representative
04.2007 - 09.2008
Bachelor of Arts - Fashion Design
Academy of Visual Arts
04.2001 -
High School Diploma -
University of Gdańsk
04.2001 -