Supervisor - Verifications

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

The Verifications Supervisor will be responsible for overseeing a team of associates to ensure efficient, accurate, and compliant onboarding of our customers.

This role is all about making sure we really know who our customers are — verifying identities, understanding risks, and keeping us compliant with compliance regulations, all while assisting our customer through the onboarding experience and beyond. It’s also about ensuring the smooth and efficient running of our operations, ensuring all team members are trained, monitored and confident in their roles.

The ideal candidate will be capable of making well-informed decisions on customer accounts, managing risk and putting appropriate mitigation measures in place.

Key Responsibilities:

• Ensure operational excellence covering a 24/7/365 schedule

• Act as an escalation point and Subject Matter Expert for the team

• Aid the team to deliver daily tasks and objective

• Communicate with customers to request information, provide support and complete investigations

• Working closely with Risk, Compliance and Customer Support teams to ensure KYC requirements are met

• Escalate suspicious activity or unusual findings

• Stay up to date with AML/KYC regulations, policy updates, and best practices

• Contribute and initiate team projects

• Supervise and manage daily operations of the team, ensuring tasks are completed efficiently and effectively.

• Motivate Team Members to perform at their best, fostering a positive work environment.

• Provide Training, guidance and support to team members, helping them develop their skills and improve performance.

• Monitor Performance by tracking team progress and performance, providing constructive feedback and coaching as needed.

• Liaise with team management and key stakeholders, reporting on progress and addressing any issues that arise.

What are we looking for?

Successful candidates will be self-driven and a self-motivated team player capable of working efficiently in a high-volume real-time environment. The role is best suited for a candidate who thrives in a fast-paced, ever-changing environment with a passion for sports and gaming.

Must haves:

• Strong understanding of KYC, AML and responsible gaming regulations in the iGaming industry

• Ability to plan, prioritise and manage incoming workload and cases including shift scheduling

• Attention to detail with strong analytical and decision-making skills

• Excellent leadership and team management abilities

• Experience with analysing processes and procedures and proposing improvements

• Ability to work both independently and as part of a team in a fast-paced environment

• Excellent communication skills, both verbal and written at all levels, with particular attention to detail

Nice to have:

• AML/CTF Qualifications, such as CAMS/ICA certification

• Multi-lingual

• Knowledge and experience working with automated KYC solutions

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits

• Great training and development opportunities

• Flexible vacation allowance

• Potential Hybrid Scheduling

• Start-up culture backed by a secure, global brand

• Being part of a team of rockstars!

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).