The role #LI-Hybrid #LI-MG2

We operate in a highly regulated and increasingly complex market where trust and reputation will play key roles in achieving sustainable growth.

The mission of Player Sustainability is to promote a companywide “Build on Trust” and Sustainability priority culture and to ensure our company proactively designs and runs its operations on the basis of the mandatory requirements and standards to create a safe user experience and a reputable business, thereby generating sustainable recurring net revenue.

Role Objectives

• Identify and action concerning customer behaviour with the aim of ensuring a sustainable customer base
• Ensure a good customer experience through the entire de-risking process
• Ensure that the department is operationally compliant in all account handling relating to CCR

Key Responsibilities

• Identify and action customer compliance risk, and act according to documented processes with regards to account actioning, document requests and additional checks required
• Conduct customer risk assessments, including checks on customers' source of wealth, and take appropriate action to ensure that the customer maintains a sustainable level of spending
• Investigate customers detected on our RG and AML models, and take appropriate actions as per established processes – escalating to relevant Governance teams when appropriate
• Ensure you are aware of any regulatory or market changes affecting your function, and that any casework is handled in compliance with regulatory standards and requirements
• Liaise with external teams (i.e. Customer Service) and professionally handle all escalations, ensuring we minimize contacts, empower CS agents and strive for first contact resolution
• Challenge established processes and drive initiatives to improve ways of working
• Provide training and support to new starters in the team or members from other teams/departments when necessary
• Ensure you are fully up-to-speed on what the other teams in the department are doing and be ready to complement their work in your day-to-day investigations
• Constantly embrace the team objectives and work on your personalized goals on a quarterly basis
• Perform ad-hoc tasks as required by management
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

Skills and Experience Required

• Customer-centric decision making
• Excellent written and verbal communication skills in English
• Fluency in the local language is a plus, but not a requirement
• Excellent team player
• Eye for detail
• Strong problem-solving and analytical thinking skills
• Open to giving and receiving constructive feedback
• Strong knowledge of Responsible Gaming and AML
• Keen to share knowledge and help others grow
• Reliable and self-motivated
• A strong interest in the gaming industry (sports, gaming, poker, betting) is a plus

Key Interfaces / Stakeholders

• Player Risk Manager(s)
• Player Risk Operations Manager
• Player Sustainability Operational Teams
• Customer Operations & Payments Department
• Relevant Country Team (Commercial)
• Legal, Compliance & AML/RG Governance Teams

KPIs and Measures

• Relevant departmental and team OKRs
• Relevant departmental and team KPIs
• Acting in line with Kindred Group values
• Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth