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
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
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
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
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
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
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
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
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
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 -
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