Manager - Verifications

Hard Rock Digital•Hollywood, FL

11d

About The Position

As a Manager in the Verifications Team, you will manage the day-to-day operational management of our Customer Verification function. You will be responsible for ensuring compliance with all applicable regulatory requirements including Customer Identification Program (CIP), Know Your Customer (KYC), Anti-Money Laundering (AML), and other related standards. This role requires a strong focus on performance management, customer experience, and operational efficiency. Delivery of our KPIs and SLAs is the measure of success for this role. You will ensure the efficient delivery of our customer verification programs, drive improvements through automation and process innovation, and ensure that reporting, analytics, and compliance controls are integrated into daily operations. Your leadership will be instrumental in scaling the team and maintaining a high-performing, compliant, and customer-centric verification function.

Requirements

At least 3 years' managerial experience in iGaming or a KYC or related function
Experience in project management and delivery
In-depth knowledge of KYC and AML frameworks and regulatory obligations
Training program creation and delivery
Experience in building and leading a high performing team
Ability to devise and deliver SMART objectives
Experience in MI/BI/SQL/Tableau
Project delivery and optimization experience
Workload analysis and workforce planning experience
Ability to taking complex queries and workflows and communicate them in a clear and simple way

Nice To Haves

Previous experience with project management tools
Third party vendors experience (ideally Verifications or Risk related)
Utilization of AI and automations to work hand in hand with manual operations

Responsibilities

Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, etc.) in line with the company’s expectations and guidelines
Ensure service levels are maintained and take the initiative when service levels drop below set expectations
Continually review departmental processes and implement business changes
Handle and facilitate escalated cases to senior management
Drive engagement, performance and continuous improvement
Ensure robust adherence to CIP/KYC and AML regulations
Understand automated processes and how they relate to manual operations, finding ways to monitor, and expand the usage of automation
Build, manage, and coach a high-performing team while promoting a culture of accountability and compliance
Deliver insights through reporting and analytics to track performance, identify risks, and guide strategic decisions. Measure and drive KPIs and SLAs.
Work with teams and functions where there are task crossovers to ensure smooth escalation and hand over of duties.