Purpose of role
We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.
You will be responsible for managing the Manila Customer Due Diligence (CDD) team operations for the UK Digital businesses. This team is at the front and center in our Safer Gambling strategy and are out there protecting our customers and the business 24.7.
You will need to lead by example, support the team in their development and be creative in finding ways to optimise processes to deliver an outstanding service to our customers and business. You must be passionate about our Customers experience, organised and have a high attention to detail, as well as ability to solve problems autonomously.
Key responsibilities
• Oversee the delivery of the Manila CDD operation with a focus on performance, quality, and customer protection. Ensure the team maintains and works to exceed set KPIs/SLAs across all areas of responsibility.
• Ensure that the right resource is available to meet the KPIs by taking into account the manual ticket processing times, quality standards, seasonal trends, shifts availability, and any upcoming projects.
• Oversee the setup and optimisation of the CDD team processes, ensuring that they are both compliant and fit for purpose. The role will work in close collaboration with the CDD SOP, Training, QA and Training Manager,
• Prepare and deliver team objectives and hold regular 1:1 and appraisal meetings.
• Create and maintain communication and collaboration across the business, team, and stakeholders in order to build strong relationships.
Specialist skills and experience:
Essential:
• Extensive AML & SG knowledge
• Previous managerial experience essential.
• Ability to run a key operational team in a dynamic and highly regulated environment.
• Leadership, coordination, motivation, negotiation, and dispute resolution skills.
• Attention to detail
• Must be detail orientated, analytical, and able to multitask effectively.
• Ability to problem solve under pressure.
• Critical thinking and decision-making skills.
• Excellent communication and directional skills.
• Practical application of policy directives.
• Persuasive and influential personality.
• Proficient in MS Office – Word, Excel, and PowerPoint.
• Must be able to work to strict deadlines and prioritise issues.
• The ability to deliver the highest level of customer service.
Desired:
• Hold a professional qualification in AML.
• Experience working in a highly regulated industry.
• Experience of regulator and internal audit reviews.
Competencies / Behaviours
Leadership Behavior Framework:
• Agile Thinker
• Influential
• Drives Results
• Self-Aware
