AML Coach
DIGI Outsource is looking for an AML Coach to join the AML Spin department. The primary objective of this role is to uphold prescribed AML and KYC compliance within the Enhanced Due Diligence and AML Investigations environment through evaluation, coaching, and training.
The AML Coach collaborates with the training team to guide new members and enhance their skills from novice to advanced levels. This role involves working closely with Enhanced Due Diligence Specialists, Investigations Analysts, and Team Leads to create effective developmental strategies. The successful candidate will exercise independent judgment to adapt and apply guidelines to specific situations.
- Digest handovers from the training team to ensure new starters meet proficiency standards.
- Transition new starters from the training environment into the live environment.
- Identify and report concerns regarding new starters to Team Leads and the AML Service Manager.
- Develop new starter skills from beginner to advanced levels.
- Record and report on new starter progress throughout the probation period.
- Identify and communicate improvements for the training programme.
- Recommend new or improved processes to enhance the efficiency of AML Spin training and onboarding.
- Perform proactive live coaching with Enhanced Due Diligence Specialists and Investigations Analysts to improve efficiency and quality.
- Capture and report on findings identified through live coaching.
- Provide feedback and upskilling based on live coaching observations.
- Perform quality assurance in line with defined KPIs.
- Track trends based on reporting and address concerns with specialists and analysts.
- Escalate quality assurance concerns to Team Leads and the AML Service Manager.
- Complete feedback sessions regarding quality assurance reviews in collaboration with Team Leads.
- Identify problematic knowledge areas and topics for individual, team, or department-level upskilling.
- Monitor and track improvements in quality assurance results.
- Create, schedule, and execute upskilling sessions.
- Create and circulate tests or surveys to benchmark the success of training sessions.
- Ensure information regarding new processes and updates is shared with the Risk and Fraud Department.
- Test understanding of disseminated information and document attendance and success of coaching.
- Keep records of quality assurance feedback, live coaching, and training sessions.
- Identify case studies for training purposes.
- Ensure process and policy documents are kept up to date and available for agents.
- Ensure the training department is updated on changes and roll-outs.
- Provide monthly quality assurance reporting to Team Leads and the AML Service Manager.
- Minimum 12 months experience in DIGI Outsource (required)
- Minimum 6 months experience in the AML Department (required)
- Strong verbal and written communication skills (required)
- Experience working collaboratively in cross-functional teams (required)
- Expertise in managing multiple projects simultaneously (required)
- Exceptional attention to detail (required)
- Ability to adapt quickly to changing environments and priorities (required)
- Demonstrates consistent behaviours aligned to the Performance and Organisational Culture (required)
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (nice-to-have)
- Previous experience in the online gaming or casino industry (nice-to-have)
- Familiarity with gambling regulations and compliance requirements in various jurisdictions (nice-to-have)
- Experience in developing and executing customer retention strategies (nice-to-have)
- Strong understanding of Compliance and Money Laundering principles (nice-to-have)
- Previous experience within SOW/ AML environment (nice-to-have)
- Previous coaching or teaching exposure (nice-to-have)
- Knowledge and understanding of Risk systems and technology (nice-to-have)
- Knowledge and experience with Excel spreadsheets and generating reports (nice-to-have)
- Knowledge and experience with PowerPoint and the creation of interactive presentations (nice-to-have)
- Learning and development programmes
- Performance tool for feedback and career development
- Employee Assistance Programme
- Group Life Cover
- Funeral Fund Benefit
- Income Continuation Benefit
- Medical Aid Subsidy
- Retirement Annuity Subsidy
DigiOutsource is a global iGaming technology and services company and part of Super Group (SGHC), the holding company behind the Betway and Spin brands. Headquartered in Cape Town, South Africa, with offices in London and Portugal, it provides software development, digital marketing, business intelligence, design and communications services that power leading online gaming brands. The company employs around 1,200 people across multiple continents. DigiOutsource was formed from the merger of the ForwardSlash and SpeakUp Communications businesses and operates as a key technology hub within Super Group.