Vacant Jobs at DigiOutsource

What you’ll be doing

As part of your role, your responsibilities will include:

Enhanced Due Diligence (Source of Wealth & Source of Funds) Reviews: 

• Undertake EDD Reviews of customers using open-source material, information and/or documentation provided by the customer, as well as customer data contained within internal systems. 
• Contact customers via phone call and email in line with the communications plan.
• Document everything in the task management system.
• Escalate customers who do not meet affordability and responsible gambling requirements. 
• EDD Analyst to monitor and action Deposit Limit Review Requests, Transaction Monitoring and other triggers to determine whether EDD is required.
• Assist with other adhoc tasks if/ when required.
• Utilising Tableau, Power BI and other systems to assist in conducting your reviews and monitor performance. 

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Spanish first language – strong written and verbal communication skills
• Fluent in English; able to communicate effectively (read, write and speak fluently)
• Valid work/residence permit for Cape Town, South Africa
• Minimum of 12 months experience within AML environment 
• Strong understanding of regulations, processes, policies and procedures 

Desirable skills you’ve got up your sleeve

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

• Intermediate to advanced knowledge of Microsoft products
• Compliance & Responsible Gambling Knowledge 

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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.
• As a Team Lead Risk you’ll be supporting the team to lead, guide and support them to achieve optimal results.  The role will be responsible for ensuring that the 18/7 Risk Area provides SuperClass service to meet the needs of the organization, the internal and global customers, as well as have a keen passion for mitigating Risk within the business.

What you’ll be doing

As part of your role, your responsibilities will include:

People Management

• Recruitment: Conduct interviews to assist with the recruitment of the Risk Team.
• Workday Management: Manage leave requests for your team, ensuring adequate shift staffing.
• Roster Management: Ensure sufficient coverage of team members to handle the workload.
• People Development:
• Drive and maintain the correct behaviour within your team.
• Identify individual and common coaching/training needs.
• Conduct frequent development catch-ups and succession planning with your team.
• Provide constructive feedback through honest conversations.
• Promote Department Vision: Foster a customer service-oriented ethos within the team.

Performance Management

• Ensure SLA standards are met for each shift, agent, and team, in accordance with department targets.
• Report on SLA management during shift handovers and to the Service Manager.
• Collaborate with coaches to monitor and evaluate performance during the incubation period, with responsibility for sign-off.
• Maintain a balance between team efficiency and morale.
• Set and monitor KPI expectations for all team members.
• Work with coaches to enhance team proficiency.
• Provide and document feedback based on Quality Assurance, recognizing both areas for improvement and high standards of work.
• Conduct performance appraisals for team members.
• Document qualitative issues, such as QA feedback, coaching, and training, for performance management discussions.

Workflow Management

• Monitor volumes and determine the best strategy, considering priorities, to maintain SLAs.
• Assign workloads and manage agent outputs based on proficiency levels.
• Ensure agents manage their breaks and adhere to prompt start and end of shifts.
• Ensure your team members perform at their best, fostering team cohesion and a positive working environment.
• Manage and handle escalations as needed, ensuring SLA targets are met.
• Promptly inform stakeholders of any operational or player-impacting issues.
• Identify and Influence Rules:
• Understand the context of each task, enabling you to identify when risk rules are not triggering correctly or when improvements can be made.

Communication & Knowledge transfer

• Ensure agents are knowledgeable and aware of objectives at the start and throughout the shift.
• Brief all agents on current issues, priorities, and any process or system changes.
• Provide a comprehensive debrief to the relieving Team Leader, ensuring they understand the previous shift and are updated on what to be aware of for the next shift.
• Ensure all business and operational communication reaches every team member, providing full context and understanding.
• Foster an environment of discussion to make collaborative decisions when reviewing accounts.
• Be available for void and cash-in sign-off in line with escalation policies while educating team members.
• Drive a continuous educational and learning experience on shift, finding fun and engaging ways to do this.
• Provide regular reports on risk agent quality performance, developments, and training.
• Record and report any performance management concerns or IR matters.

Escalation Management

• From Your Team: Make void decisions within your given threshold by evaluating the risk and limiting exposure in line with Risk & Fraud policies.
• From CSC Team Leaders: Serve as the key contact for urgent escalations, taking accountability to prioritize and resolve them promptly.
• Log operational issues with IT as necessary and ensure their resolution with urgency, keeping stakeholders updated throughout the process.
• Ensure queries requiring management attention are escalated in a timely and clear manner.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Minimum 12 months Leadership experience
• Minimum 24 months Risk/AML/Compliance experience
• Relevant Diploma/Degree in Law, Accounting, Business, Finance or related
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Understanding of Risk methodology, systems & technology
• Intermediate knowledge of MS Office
• Willing to work shifts

Desirable skills you’ve got up your sleeve

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

• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards