What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino 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 Customer Due Diligence Manager will be responsible for the day to day management of the Customer Due Diligence (CDD) department.

Reporting to the Senior Due Diligence Management, the role of Customer Due Diligence Manager is to oversee a team of Customer Due Diligence Supervisors and monitor operational activity in-line with the company’s expectations and guidelines.

The ideal candidate will have an excellent knowledge of current AML/CTF policies and procedures throughout the jurisdictions Hard Rock Digital is licensed and be capable of making well-informed decisions on customer accounts, managing risk and putting appropriate mitigation measures in place.

Ideal candidates must have experience within investigations/risk assessment, as well as the ability to organise, motivate and develop an operational department.

Responsibilities for the role include:

• Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, etc.) in line with the company’s expectations and guidelines.
• Ensure service levels are maintained on a daily basis and take the initiative when service levels drop below set expectations.
• Be responsible for the continuous development of Customer Due Diligence Supervisors who in turn can develop the teams they are responsible for.
• Ensure continuous improvement of the AML/CTF practices across multiple jurisdictions.
• Reviewing departmental processes and implementing business change.
• Liaising with stakeholders across the business to collaborate on projects.
• Handle and facilitate escalated cases to senior management, summarising customer issues and follow up actions.
• Take responsibility for all aspects of people management (recruitment, selection, training, performance management, coaching and motivation) to ensure adequate performance of services.
• Develop and leverage strategies to ensure the Customer Due Diligence Team high performance and delivery expectations are met.
• Handle escalations from team members as per set policies and procedures.
• Perform other duties to support the CDD Department as requested by Senior Management.

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.

Skills and Experience

• Operational management experience within the online gaming sector.
• Proven experience of leading a large team and the ability to motivate and manage staff, providing coaching and feedback in an effective manner.
• Capacity to plan, prioritise and manage departmental needs.
• Strong analytical and decision-making skills with a track record of making risk-based decisions on customer accounts.
• Knowledge of AML/CTF and Safer Gambling requirements.
• AML/CTF Qualifications, such as CAMS/ICA certification, would be considered a plus.
• Experience with analysing processes and procedures and propose 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.

What's in it for you?

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

• Competitive pay and benefits
• Flexible vacation allowance
• Startup culture backed by a secure, global brand

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 opportunities employer)