Supervisor - Risk Operations

Hard Rock Digital•Toronto, ON

4d•Hybrid

About The Position

Hard Rock Digital is seeking a proactive and detail-oriented Risk Supervisor to oversee the day-to-day activities of front-line teams within their Fraud, Payments, KYC & Verification, AML, Enhanced Due Diligence (EDD), and Responsible Gaming (RG) operations. This role is crucial for ensuring daily workflows are executed accurately, efficiently, and in compliance with internal procedures and regulatory standards. The Supervisor will assist the Manager – Operational Risk Operations in maintaining high-quality operational output, managing escalations, providing coaching and training, and cultivating a culture of excellence. This is an ideal opportunity for a motivated professional with practical experience in these operational risk areas who is ready to take on team leadership responsibilities in a fast-paced, regulated environment.

Requirements

Experience in an operational or risk-related role within online gaming or fintech.
Strong working knowledge of at least one key area (KYC, Fraud, AML, Payments, or RG).
Prior experience providing informal leadership, mentoring, or team coordination.
Excellent attention to detail and commitment to quality.
Strong problem-solving and communication skills.
Comfortable working in a structured, KPI-driven environment.

Nice To Haves

Previous supervisory or team lead experience in a regulated operational setting.
Knowledge of Canadian online gaming market
Exposure to case management or risk monitoring tools.

Responsibilities

Oversee daily operations within assigned teams to ensure all tasks are completed within SLAs and quality standards.
Allocate and monitor workloads, ensuring balanced team performance and efficiency.
Act as first point of contact for analyst-level escalations, providing guidance and resolution support.
Monitor key operational metrics such as turnaround times, error rates, and quality scores.
Support scheduling, attendance, and shift coverage as needed.
Conduct regular quality checks and peer reviews to ensure process compliance and data accuracy.
Identify recurring errors or control weaknesses and escalate to the Manager for resolution.
Maintain up-to-date documentation of procedures and ensure team adherence to policies.
Support internal audits, control testing, and compliance reviews as required.
Provide on-the-job training and ongoing coaching to analysts and new team members.
Identify training needs and skill gaps within the team, recommending targeted interventions.
Foster a supportive environment that encourages learning, accountability, and continuous improvement.
Deliver constructive feedback and support performance evaluations with the Manager.
Ensure clear and consistent communication between front-line teams and management.
Escalate material issues, risks, or incidents promptly to the Manager or Compliance function.
Contribute to operational meetings and share insights or process improvement suggestions.
Work cross-functionally with other supervisors and departments to share best practices.
Identify and propose process improvements to enhance efficiency, accuracy, and team engagement.
Support implementation of system upgrades or process changes through feedback and testing.