At Entain, we do things our own way, with our own personality and attitude, For The Good Of Entertainment. We are a leading, global, digital gaming and gambling business and are constantly looking to push boundaries and make digital gaming and gambling more safe and enjoyable for all our customers.
The Customer Due Diligence (CDD) Team Manager is responsible for conducting detailed investigations of Group Digital/Multi Channel customers to detect money laundering risks and potential vulnerable gamblers. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.
The department works closely with Compliance colleagues and Account Relationship Managers to ensure our customers remain within our risk appetite and play safely.
Working with the CDD Manager, you will be responsible for managing the Operations function within the CDD Team in Manila for Digital across all brands and channels for the UK. You will ensure that the department produces high quality customer reviews in a timely manner. You will assist with quality assurance and coaching colleagues, to ensure we have a highly motivated team of analysts. You will act as a subject matter expert and a point of referral for complex matters and queries. You will help to improve processes and ensure compliance with policies and regulatory requirements., Main:
Support the CDD Manager in delivering the CDD Operational function across the group for all UK customers.
Responsible for monitoring and reviewing relevant CDD Reviews to ensure that concerns relating to money laundering, responsible gambling or affordability are appropriately escalated and the appropriate action is taken.
Utilising key decision-making skills on relevant CDD Review outcomes
Take ownership of high-risk cases ensuring these are dealt appropriately, whilst maintaining an excellent standard of service and seeing the case through to resolution.
Act as a Subject Matter Expert (SME) to ensure that operational procedures, policies and regulations are correctly implemented and upheld and to provide guidance and advice as to best practice.
Provide training and advice on CDD processes and back office tools to the CDD UK Teams.
Day to day management of the UK Based CDD Analysts (Operations) including rotas, holiday and other absences.
Ensure that all current and new UK team members are trained in order to maintain a good standard of performance and quality.
Any other tasks that may be identified by the CDD Manager as a requirement of the role
Provide training and advice to the CDD UK teams located in Woking, Sofia or Gibraltar
Previous experience of working within CDD environment in the online gambling industry.
Good working knowledge of relevant legislation and regulatory requirements.
Experience of handling sensitive, confidential customer information.
Experience of coaching, mentoring and training others.
Highly motivated, well organised and able to produce accurate, detailed information to a very high standard.
Strong interpersonal skills and the ability to communicate clearly to a range of stakeholders.
Able to develop cross-functional relationships effectively.
Able to work to strict deadlines and prioritise issues.
Able to work on own initiative and to challenge processes where improvements could be made. Desired:
Proven experience and strong understanding of utilising customer case management systems, Entain current and legacy Back Office Systems.
Competencies and Behaviour
Works With others