Digital Trust and Safety Innovation (KYC) Team Manager

Company Description

Join Sutherland - Where Your Career Soars!

About us!

Sutherland is pioneering Customer Experience Management (CXM) Globally for 37 Years! As a powerhouse in automation and innovative solutions, we thrive on delivering exceptional service to our clients' customers across the globe. With a presence in 60 locations worldwide, including Bulgaria since 2008, we're a diverse team of over 2,000 dedicated individuals working across Sofia, Varna, Burgas, or from the comfort of home, serving in 17 languages!

About your next great opportunity:

This is your moment to lead a team for one of the biggest names in GameTech industry and help keep the platform safe for players by weeding out bad actors.

What makes this role exciting?

• Flexible Schedules: Enjoy 24/7 shift options tailored to fit your lifestyle.
• Focused Leadership: Manage a high-performing back-office team without the need for phone support.
• Cutting-Edge Tools: Leverage advanced technology to optimize processes and deliver exceptional experiences to our customers.
• Growth and Impact: Take charge of a team in an environment designed to foster innovation, collaboration, and growth.
• Expert Mentorship: Guided by a seasoned former Google executive, this role offers the opportunity to develop and excel as a Subject-Matter Expert in the region.

Joins us in our cozy Sofia office where ideas flow and teamwork thrive!

Job Description

On this role you will oversee a talented team, tackle challenges, and make a real impact in creating a secure and trustworthy space for our users.

You will be making sure to:

• Coach and mentor KYC investigators and documentation verification agents on a daily basis to ensure adherance to KPIs and SLAs
• Liaison with the Client and present monthly and Quarterly performance dashboards and updates, action plans and innovative ideas
• Monitor quantitative and qualitative KPIs and provide relevant feedback
• Review and update documentation verification processes and policies, ensuring compliance with regulatory requirements and industry standards
• Identify pain points, inefficiencies and implement process improvements
• Collaborate with other departments to ensure seamless documentation verification process
• Act as the point of escalation for complex verification issues
• Stay updated on regulatory requirements and industry best practices related to documentation verification, ensuring compliance with relevant regulations and guidelines

Qualifications

Here's what you will need in your toolkit:

• Proven experience in implementing procedures in documentation verification procedures preferably in the iGaming industry or related sector is an advantage
• Excellent leadership and team management skills
• Excellent organizational and communication skills
• Strong analytical and problem-solving skills
• Familiarity with relevant regulatory frameworks and compliance requirements in the iGaming industry is an advantage
• Strong interpersonal skills, with the ability to collaborate effectively across departments and cultures
• Excellent attention to detail and a commitment to maintaining the integrity of the company’s operations
• Good knowledge of Microsoft Office/Google Suite
• Good verbal and written communication in English

What we offer:

• Long-term job security with a permanent contract.
• Additional health and life insurance coverage.
• Generous annual leave, including wellness days.
• Food vouchers and paid breaks.
• Competitive salary and clear career progression.
• Great office location in Sofia
• World-class on-the-job training.

Additional Information

All your information will be kept confidential according to EEO guidelines.