Vacancy Type:
23 (Entain)
About The Role
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:

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.

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
Drives Results

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.