Team Lead Verification

External

Myhcm · Cape Town, South Africa

Full-timeOn-siteToday

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About the role

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. Who we're looking for We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary. 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.

Responsibilities

As part of your role, your responsibilities will include:

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.

Teamwork:

Ensure that your team members are on top of their game and drive team cohesion and a positive working e

Team Lead Verification

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