Verification Team Lead

Who we are

We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands.

At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We're empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.

Why we need you

We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

The purpose of the Verification Team Lead is to effectively lead a Verification team within the broader Risk and Fraud Department strategy with a focus on customer verification. This role entails general Team Lead duties such as staff, shift and workload management, talent management, quality assurance and administration. It also requires interaction and communication with various stakeholders within the Risk and Fraud department and other departments of our business. The role will be responsible for ensuring that the Verification Teams functions efficiently, managing verification of our customers in line with KYC and AML standards timeously, while also mitigating risk to the business.

What you'll be doing

As part of your role, your responsibilities will include:

• Full and accurate assessments of customer documentation in terms of legitimacy, to ensure KYC Compliance standards are continually met and maintained in line with regulatory and/or business requirements in line with AML verification requirements, outlined by regulatory and / business requirements when required because of suspicion, to mitigate foreseeable risk to the business where necessary.
• Staying abreast of country specific customer verification journeys and document version updates.
• Maintaining system proficiency, staying informed on impacts to customer account statuses and system verification.
• Staying abreast of the impact of verification processes on the greater Risk & Fraud Department, and being available to assist Risk, Fraud, and other departments in the business, in relation to verification.
• Suggesting / recommending new or improved document request templates.
• Monitoring and understanding priority document categories, with the aim of targeting workloads effectively to maintain prescribed SLA's.
• Reporting on verification statistics, both internally and externally.
• Suggesting / recommending new or improved processes or systems to enhance the efficiency of verification.

People Management

• Recruitment: You may be conducting interviews to assist with recruitment for the Verification Team
• ESS / Workday Management: Management of leave requests for your team ensuring shifts are staffed adequately.
• Roster Management: Ensure sufficient coverage of team members to manage workload.
• People Development
• You will be responsible and accountable to drive the correct behaviour within your team.
• Identify coaching / training requirements as well as common themes for training / coaching.
• Frequent development catch ups, and succession planning with your team.
• Honest conversations:
• Provide constructive feedback to your team members.
• Lead, manage and motivate the team.
• Ensure that the department's vision is promoted and that a customer orientated ethos is developed.
• Manage IR related issues:
• Monitor and maintain a concise record or attendance, time keeping, and IR related issues and discuss with SM's and HR, managing any concerns in line with company policies.

Workflow Management

• Maintaining SLA's
• Monitor volumes and determine the best strategy with consideration to priorities to maintain SLA's.
• Assign workload and manage outputs in accordance with proficiency levels.
• Ensure that Specialists manage prompt start and end of shift, along with breaks taken during shift.
• Ensure that SLAs are met on each on shift as per the targets set by the Department.
• Ensure priority tasks are completed within the set-out deadline.
• Identify Volume Concerns:
• Understand the volumes of each priority and/or market, equipping yourself to identify when the incoming volumes deviate from the statistical norms and hence raise the necessary investigations to understand this.

Communication & Knowledge transfer

• Prepare and run pre-shift huddles:
• Ensure that Agents are knowledgeable and aware of the objectives at the start and throughout the shift.
• Ensure that all Agents on shift are briefed on current issues and understand priorities and process or system changes.
• Ensure that the relieving Team Leader receives a full debrief and understands the previous shift as well as an update on what to be aware of going into the next shift.
• Ensure that all business and operational communication filters through to every member of your team, whilst always ensuring full context and understanding is given.
• Promote best practices and provide leadership through offer guidance and assistance:
• Promote an ethos of discussion to reach collaborative decisions when reviewing accounts.
• Be available to assist team members where necessary and drive education alongside the coaches.

Cultivate a learning environment

• Be responsible to drive a continuous educational and learning experience on shift, finding fun and exciting ways to do this.
• Reporting to the Service Manager, but also making the appropriate info available with your team:
• Regular reports including, but not limited to, quality performance, developments, and training.
• Recording and reporting on any performance management concern or IR matter

Escalations Management

• Internal Escalations management
• You will be responsible to aid the team, risk-coordinators, as well as any other parties who may require assistance in relation to customer verification.
• System Issues:
• Ensure that operational issues are logged with IT / MGS where necessary and assume responsibility to get the issue resolved with urgency while keeping stakeholders updated.
• Ensure queries requiring Management attention are escalated in a timely and clear manner.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you'll bring to the table

The necessary skills that we require for this role include:

• Minimum 12 months Team Lead experience
• Minimum 24 months Risk/AML/Compliance experience
• Relevant Diploma/Degree and/or work experience in a related field within Risk/AML/Compliance
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Demonstrate consistent behaviour aligned to the organisation performance proposals

Desirable skills you've got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Ability to create weekly and monthly reporting on Department and Team performance
• Proven ability to collate and present case information

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability
• Attention to detail
• Organisation and planning
• Strong decision making
• Team orientation
• Problem solving abilities
• Initiative

What you'll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

• Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Funeral Fund Benefit
• Curro School Fees Benefit
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• Retirement Annuity Subsidy

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It's all about putting your experience first and ensuring honesty and fairness in all we do.

Here, your growth is supported and your contributions valued.

Game on