Location:
Gibraltar
Vacancy Type:
Permanent
About The Role
Job Purpose

To lead and manage the Group Verification function, which is responsible for ensuring all online/digital and MC customers are subjected to the relevant Know Your Customer (KYC) checks and any other verification checks on various lifecycle stages of the customer as required by the relevant regulatory regime across the globe.

To be responsible for ensuring all online/digital and Multichannel customers are subjected to ongoing rigorous verification controls including amending and adjusting to the needs of the business and various regulatory requirements.

Key Responsibilities
  • Review the various KYC flows to ensure all controls are met whilst having a smooth customer experience.
  • Continuous focus on improvement of all verification processes including emails, contacts, communication guidelines to the customers (internal and external), reviewing texts on the sites, customer journeys, etc.
  • Deliver the Verification operation (automation and manual) with a focus on compliance, growth, changes to the regulatory environment and cross-functional coverage between the online/digital and retail businesses
  • Optimise the Verification Department ensuring that the right resource is available to meet the KPIs (e.g. manual ticket processing times, quality standards) and that the seasonal trends (e.g. Cheltenham, Champions League Finals, etc) are accounted for when doing the annual resource planning.
  • Measurement of agreed metrics and KPIs needs to be in place to ensure that these processes are both efficient and effective
  •  Optimise the Verification Department technology to ensure the best possible auto-verification rates are achieved with a view to balancing against cost and regulatory compliance. This will include regular reviews of the various suppliers, their pass rates, their datasets, the quality of the data, the scorecards used and the service provided. Daily, weekly and monthly reporting against the auto- verification rates (as well as any issues/errors encountered) will be critical for ensuring that the technology is delivering at the level required
  • Make effective use of data and reporting to identify and rectify any shortfall in the automated and manual verification rates
  • Manage any Verification complaints and associated resolution and reporting procedures (including handling of Under Age breaches and compliance reporting)
  • Encourage communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working
  • Ensure the teams maintain and work to exceed set Verification KPIs/SLAs, especially through peak events
  • Coach, mentor and grow the Verification team through the use of regular coaching/mentoring sessions to explore strengths and weaknesses and to address any areas of development
  • Prepare and deliver team objectives and hold regular 1:1 and appraisal meetings.
  • Liaise with various Fraud, Risk and Payments departments to ensure proper information flow, fraud analytics and monitoring;
Experience & Skills 
  • Demonstrable experience and knowledge of Verification practices – with specific focus on auto-verification and document checking processes and technology
  • Degree level or equivalent qualifications and/or experience 
  • Experience of working at least 10 years in the gaming industry including 3+ years in the multi-jurisdictional, multi-language markets
  • Multi-site operational experience.
  • Proficient in MS Office Tools and MS Excel in particular.
  • Understanding of the various online marketing incentives offered. 
  • Knowledge and experience of AML/KYC/SOF especially in the EU market
  • At least 3 years’ experience working under regulated markets (at least 3 of those).
  • Written and spoken English language skills.
  • Experience with managing remote locations and multicultural environment.
  • Strong analytic capabilities.
  • Ability to problem solve under pressure.
  • Leadership skills, proven experience of managing teams
 

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.