Manager - 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, behaviour, 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?

As a Manager in the Verifications Team, you will manage the day-to-day operational management of our Customer Verification function. You will be responsible for ensuring compliance with all applicable regulatory requirements including Customer Identification Program (CIP), Know Your Customer (KYC), Anti-Money Laundering (AML), and other related standards. This role requires a strong focus on performance management, customer experience, and operational efficiency. Delivery of our KPIs and SLAs is the measure of success for this role.

You will ensure the efficient delivery of our customer verification programs, drive improvements through automation and process innovation, and ensure that reporting, analytics, and compliance controls are integrated into daily operations. Your leadership will be instrumental in scaling the team and maintaining a high-performing, compliant, and customer-centric verification function.

Key responsibilities

• 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 and take the initiative when service levels drop below set expectations
• Continually review departmental processes and implement business changes
• Handle and facilitate escalated cases to senior management
• Drive engagement, performance and continuous improvement
• Ensure robust adherence to CIP/KYC and AML regulations
• Understand automated processes and how they relate to manual operations, finding ways to monitor, and expand the usage of automation
• Build, manage, and coach a high-performing team while promoting a culture of accountability and compliance
• Deliver insights through reporting and analytics to track performance, identify risks, and guide strategic decisions. Measure and drive KPIs and SLAs.
• Work with teams and functions where there are task crossovers to ensure smooth escalation and hand over of duties.

What are we looking for?

Strong leadership skills in a multi-location environment, a can-do attitude and excellent organizational skills are key to success in this role. Clear and effective communication is vital and sits at the heart of everything we do. A keen eye for detail, an inquisitive mindset, and the ability to solve complex problems are essential qualities.

Must haves

• At least 3 years' managerial experience in iGaming or a KYC or related function
• Experience in project management and delivery
• In-depth knowledge of KYC and AML frameworks and regulatory obligations
• Training program creation and delivery
• Experience in building and leading a high performing team
• Ability to devise and deliver SMART objectives
• Experience in MI/BI/SQL/Tableau
• Project delivery and optimization experience
• Workload analysis and workforce planning experience
• Ability to taking complex queries and workflows and communicate them in a clear and simple way

Nice to have

• Previous experience with project management tools
• Third party vendors experience (ideally Verifications or Risk related)
• Utilization of AI and automations to work hand in hand with manual operations

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
• Start-up culture backed by a secure, global brand
• Being part of a team of rockstars!

Roster of Unique

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).