Due Diligence Team Leader
The Due Diligence Team Leader assists with KYC training and support, ensuring that the Due Diligence Agents provide the correct levels of service and adhere to the regulations and procedures.
This function will be the primary point of contact serving as the key go-to person with a very strong eye for detail, analytical skills, and expert problem-solving skills to ensure the full satisfaction of customers.
The Due Diligence Team Leader is responsible for managing and overseeing the Due Diligence Team during needed business operational hours and be the first point of escalation for all agents.
This role is responsible for monitoring, assessing, and reporting on performance in all KYC-related matters and that company SLAs are met daily and exceptionally such as document handling times.
Adherence to KPIs for the department – optimizing, adjusting, and reporting when necessary.
Ensuring the team follows best practices when it comes to KYC.
Providing and assessing quality and quantity assessments for all agents.
Reviewing and managing any escalated Due Diligence issues and resolving such issues in a timely manner in line with company agreed SLAs.
Providing regular feedback, communicating departmental changes in procedures, and ensuring the department is up to date with the latest policies and that these are being followed correctly.
Reporting on the team’s productivity, efficiency, and performance to the Head of Payments and Risk daily.
Mentoring and overseeing the team’s performance with regular one to ones.
Reporting system bugs, errors, improvements to the right internal channels.
Reviewing the schedule for the Due Diligence Team on a regular basis, together with the Real-Time Analysts, ensuring all aspects of the workload are covered within the daily operational needs and spread equally and diversely.
Identifying individual and team skill gaps, creating development plans, delivering refreshment training and up-skilling analysts to be fully competent at the end of probation.
Working closely together with team leads in both Customer Service and Payments and Risk.
Taking the leading role when it comes to recruiting of Due Diligence Agents.
Assisting the Head of Payments and Risk when the need arises in different projects such as setting departmental KPIs.
Assist with departmental reporting.
Backing-up for the Analysts during heavy workloads in the event of short staffing.
Any other task/responsibility which may be related and/or connected to the role of Due Diligence Team Leader.
- Assist with KYC training & support, ensuring that the Due Diligence Agents provide the correct levels of service and adhere to the regulations and procedures.
- Serve as the primary point of contact, with a very strong eye for detail, analytical skills, and expert problem-solving skills to ensure the full satisfaction of customers.
- Manage and oversee the Due Diligence Team during needed business operational hours.
- Be the first point of escalation for all agents.
- Monitor, assess, and report on performance in all KYC-related matters and that company SLAs are met daily and exceptionally such as document handling times.
- Adhere to KPIs for the department – optimizing, adjusting, and reporting when necessary.
- Ensure the team follows best practices when it comes to KYC.
- Provide and assess quality and quantity assessments for all agents.
- Review and manage any escalated Due Diligence issues and resolve such issues in a timely manner in line with company agreed SLAs.
- Provide regular feedback, communicate departmental changes in procedures, and ensure the department is up to date with the latest policies and that these are being followed correctly.
- Report on the team’s productivity, efficiency, and performance to the Head of Payments and Risk daily.
- Mentor and oversee the team’s performance with regular one to ones.
- Report system bugs, errors, improvements to the right internal channels.
- Review the schedule for the Due Diligence Team on a regular basis, together with the Real-Time Analysts, ensuring all aspects of the workload are covered within the daily operational needs and spread equally and diversely.
- Identify individual and team skill gaps, create development plans, deliver refreshment training and up-skill analysts to be fully competent at the end of probation.
- Work closely together with team leads in both Customer Service and Payments and Risk.
- Take the leading role when it comes to recruiting of Due Diligence Agents.
- Assist the Head of Payments and Risk when the need arises in different projects such as setting departmental KPIs.
- Assist with departmental reporting.
- Back-up for the Analysts during heavy workloads in the event of short staffing.
- Possess knowledge of online payments, gaming accounts, banking, and payments processing (required).
- Experience in customer risk assessments, EDD and AML rules, regulations within the gaming industry (required).
- Sound knowledge and understanding of related legislation and regulations in fraud and risk mitigation (required).
- Possess leadership skills and have a proven track record of coaching, mentoring, and developing team members (required).
- Positive can-do attitude, self-motivated, and a true example to your peers (required).
- Real problem-solver who can start calm in stressful situations and to see the big picture (required).
- Excellent analytical skills and a curious mindset, who questions why and challenges the status quo (required).
- Agile thinker and have a knack for numbers and data and turn this into detailed results (required).
- Excellent team player, able to empathise and engage with people but can also work on your own initiative (required).
- Ability to learn new technology/systems/applications quickly (required).
- Excellent communication skills in both verbal and written English (required).
- Willingness to work on shifts (required).
- Possess a strong knowledge within KYC to train and explain clearly to the analysts (required).
- Hands-on to deliver the best training and interaction with others (required).
- Private health insurance.
- Wellness allowance – up to €300 per year.
- Fresh and healthy breakfast & lunch prepared every day in our penthouse kitchen.
- Birthday leave.
- Company and team-building events.
- Relocation package to Malta, including flight and two weeks of accommodation.
Videoslots is an online casino operator founded in 2011 and now part of the Immense Group. It offers one of the industry's largest game libraries, with more than 13,000 casino games. The company operates in regulated markets and is known for its broad games portfolio and player tools. Videoslots is headquartered in Pieta, Malta.