Mission: “Take the lead in turning compliance into a competitive advantage and business opportunity” (from IF to How)

Kindred operates 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 Kindred Group proactively designs and runs its operations based on the mandatory requirements and standards to create a safe user experience and a reputable business, thereby generating sustainable recurring net revenue.

Compliance, Sustainability & Security (design principle)

“Our operations are designed to always meet the highest professional, compliance and ethical work standards - this is one of the requirements of the highly regulated industry in which we operate.

To maintain our reputable and sustainable business, we focus on HOW we can proactively and creatively meet our compliance obligations and security standards so that our players have secure and safe experience built on trust”.

Role Objectives

• Identify and action concerning customer behavior 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

Key Responsibilities

• Identify and action customer compliance risk, and act according to documented processes with regards to account actioning, document requests an
• 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

Skills and Experience Required

• Excellent written and verbal communication skills in English
• Fluency in Swedish 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 and proven knowledge of AML and Responsible Gaming
• Proven ability to drive initiatives to improve ways of working
• Keen to share knowledge and help others grow
• Reliable and self-motivated
• A strong interest in the gaming industry (sports, gaming, , betting)
• Ability to remain focused on customer experience whilst ensuring risk is mitigated

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 #LI-SF1