Compliance Operations Team Leader

Cape Town, Western Cape
Permanent
Full-time

21 days ago

Job Description:This role reports into the Customer Experience Operations Manager and is responsible for driving compliance operations across KYC onboarding and Responsible Gambling (RG). The Compliance Operations Team Leader manages both the KYC and RG teams to ensure that verification processes are carried out swiftly, accurately, and with minimal friction for the customer. This role is pivotal in balancing regulatory obligations with the need to optimize customer conversion and retention. The leader will ensure operational continuity in a 24/7 environment, maintain strong collaboration with internal partners (Product, Customer Service, Compliance), and oversee third-party provider relationships. A strong grasp of industry benchmarks, documentation governance, and continuous process improvement is essential.Key responsibilities / accountabilities:

Manage the KYC and Responsible Gambling (RG) teams to deliver efficient customer onboarding and account risk management.
Oversee daily workflows to ensure tasks are completed in a timely manner and SLAs are consistently met.
Monitor that KYC documents are reviewed within 24 hours and drive interventions where processing falls behind.
Proactively reduce customer friction-especially at sign-up-through smart process design, tooling, and automation.
Uphold compliance with internal policies, regulatory frameworks, and external audit readiness.
Own end-to-end team performance: ensure KPIs are met, reviews are completed, and coaching is embedded in day-to-day management.
Maintain structured, auditable documentation of all procedures, SOPs, workflows, and escalations.
Collaborate closely with Product, Tech, Customer Service, Legal, and Risk to ensure policies are well-executed and tools are continuously optimised.
Stay abreast of competitor and market trends, using insight to drive innovation and benchmarking excellence.
Manage third-party KYC and RG vendors to ensure SLA, quality, and CX alignment.
Support hiring, onboarding, and development of team members, cultivating a high-performance and values-led culture.
Conduct regular quality reviews, calibrations, and documentation checks to drive compliance and consistency.
Escalate material risks or customer-impacting issues swiftly and appropriately.
Operate with fairness, candour, and a bias for action-upholding KingMakers' values in how we lead and deliver for customers.

Requirements:

Minimum 2 years' experience in a leadership role within Compliance, KYC, or Customer Service Operations.
Proven experience in the iGaming or fintech sector, with in-depth knowledge of KYC/AML, RG, and fraud mitigation frameworks.
Familiarity with South African and international regulatory environments is preferred.

Skills, knowledge and abilities:

Strong understanding of compliance operations, risk assessment, and the customer lifecycle.
Ability to interpret, structure, and manage verification processes in a fast-paced, tech-led environment.
Skilled in people management, coaching, and performance optimisation.
Comfortable working under pressure and resolving issues decisively and responsibly.
Excellent communication and stakeholder management skills.
Confident with analytics tools, dashboards, and compliance case systems.
Values-led leader: places the customer first, raises standards, builds collaboratively, and takes ownership without hesitation.

Benefits:At KingMakers, your work will have a real impact. Here's what makes us different:

Shape the Future: Build systems that transform the way millions engage with sports and entertainment, making every interaction meaningful.
Work Globally: Collaborate with exceptional talent from across the world in an inclusive and dynamic environment.
Embrace Challenges: Take on exciting projects that push boundaries and allow you to grow as a leader in your field.
Innovate and Thrive: Be part of a culture that celebrates bold ideas, values diversity, and prioritizes personal and professional growth.

What We OfferAt KingMakers, we believe great talent deserves great rewards. That's why we offer competitive compensation packages designed to reflect your expertise and impact.Our benefits are tailored to each location, ensuring they align with what matters most to our people. Whether it's health coverage, hybrid work and perks, we strive to provide what you need to thrive - wherever you are.

KingMakers

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