Team Lead Enhanced Due Diligence at DigiOutsource

Who we’re looking for

• We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us.
• At DigiOutsource, every day is action-packed, and we expect you to bring your A-game.
• In return, you’ll find a supportive environment where your skills can flourish, and your career can soar.
• Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• We work hard to earn and maintain our customers’ trust and it’s our job to make sure that we support their fun and safe experience.
• The AML team is responsible for ensuring that the business is in compliance with relevant AML and CTF regulations.
• The team provides expert information, advice and assistance to the business to protect it from AML risk.
• The key role of the team is to ensure the business has embedded AML controls across all areas.
• The purpose of the EDD Team Lead role is to provide support, analysis and assistance to the AML EDD team, AML management and the MLRO, to ensure the business remains compliant with the AML legislation.

What you’ll be doing

As part of your role, your responsibilities will include:

• Oversee the undertaking of AML Enhanced Due Diligence (*EDD*) reviews of customers using open-source material, information and/or documentation provided by the customer, as well as customer data contained within Betway systems.
• Oversee all reviews conducted by the EDD Analysts
• Ensure Medium/High risk EDD Reviews along with recommendations are escalated to the AML Governance Team.
• Ensure customers meet affordability and responsible gambling requirements and are escalated to the Responsible Gambling Team when required.
• Ensure the EDD Team provides efficient and professional service that contributes to customer satisfaction and retention.
• Ensure requested escalations by Customer Service Centre (*CSC*) and other teams or departments are dealt with, ensuring queries are resolved timeously.
• Provide guidance to other language agents where assistance is required
• Provide CSC Hosts/Leads/Coaches with guidance and upskilling on EDD and AML processes.
• Identify and flag Responsible Gaming concerns.
• Identify and flag AML concerns.
• Monitor and maintain SLAs of reviews and customer comms
• Establish and reinforce KPIs
• Monitor quality of reviews and efficacy of decisions made by the EDD Analysts
• Provide feedback off the back of QA findings
• Monitor time keeping
• Conduct regular one on one and team meetings
• Facilitate change management
• Creation, management and oversight of policies and procedures
• Data Segmentation/Analysis and Mining.
• Utilising Tableau and other systems to fully automate the team’s day to day reporting processes where possible (daily, weekly, monthly reports).
• Use data to analyse team performance
• Use data to identify efficiencies

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

• The necessary skills that we require for this role include:
• Minimum 12 months Risk/ AML/ Compliance working experience
• Minimum 12 months experience in leadership
• Demonstrates consistent behaviour aligned to the Organizational Performance Culture
• Function might require shift work in future.

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Previous Investigation/Research experience
• Relevant Diploma/Degree
• A proven ability to collate and present case information
• Excellent report writing skills

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Decision Making
• Communication
• Accountability and Execution
• Organising and Planning
• Management, Motivation and Leadership
• Analytical
• Problem solving

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:
 

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Competitive Remuneration
• Subsidised Medical Aid or GAP Cover
• Insurance Benefits (including Group Life and Income Continuation Benefit)
• Funeral Fund & Funeral Fund Top Up
• Subsidised Retirement Annuities
• Employee Incentive Plans
• Free Daily Meal
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Employee Assistance Programme
• Curro School Fees Benefit
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• Free Sleep Coaching
• On-site Barista
• Retirement Annuity Subsidy
• Work from home allowance
• Team socials