Job Description

As a Team Lead within our Critical issues function, you will report directly to the Senior Manager and act as a leader of fraud prevention and bad demand reduction function. You will guide a team of specialists, contributing to our strategic objectives around making our support ecosystem a more efficient and safer space for players and team members.

You will also play a key role in managing high risk and executive escalations, supporting activity coming directly from governing and regulatory bodies.

The role requires strong collaboration with teams across the wider Ubisoft group to ensure that our actions safeguard our whole organisation against compliance breaches. You will serve as a key stakeholder, process owner, and player-first advocate, helping to embed player-centricity across our services.

Mission
To lead, inspire, and empower a team of specialists to deliver a clear understanding of fraud, risk and bad demand cost. Our team exists to connect our support operations with our Security and Risk management, legal and exec teams and ensure continual learnings and improvements are implemented to reduce risks for our group. The team has a clear focus to deliver on agreed services and priorities, with quality, speed and proactivity.

As Team Lead, you will:

· Define, implement and measure appropriate KPI’s for our function.

· Bring knowledge and leadership around best practices for operational risk reduction.

· Shape and drive our overall team strategy on bad demand reduction, risk reduction and fraud reduction.

· Manage team performance, development, wellbeing, and service contribution (OKRs, 121s, coaching).

· Act as the point of contact for teams across the group with a stake in these areas.

· Lead weekly planning, scheduling, and delivery of team activities.

· Maintain strong working relationships with stakeholders across the CRC, SRM, and the wider business.

· Drive integration and co-creation of value with Ubisoft teams to support the health and evolution of our products and services.

Qualifications

· Proven leadership experience, with a focus on coaching, mentoring, and developing high-performing teams.

· Experience in customer or player support, with a focus on Fraud operations.

· Strong understanding of risk management with experience in areas such as tools abuse, account management, threat actors and phishing.

· Strong collaboration to ensure consistent service delivery for key stakeholders.

· Familiarity with ITIL 4 practices and service management principles (desirable, but not essential).

· Excellent stakeholder communication and relationship-building skills.

· Strong organisation, scheduling, and delivery planning capabilities.

· Passion for games, players, and community-focused service delivery.

Additional Information

In line with Ubisoft's hybrid work model, our flexible work policy includes a minimum of three days per week in our Newcastle office, with the option to work from home up to two days.

Benefits

With Ubisoft CRC, you will receive a competitive salary along with:

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC
• 25 days of holiday

Perks:

• We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
• A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee
• Regular professional and social events
• Flexible working hours
• A casual dress code
• Fun, we like to work hard but have a laugh too!

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.

Company Description

Ubisoft’s 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.