Anti - Money Laundering Officer for the leading Crypto Brand in the Philippines. Overseeing AML compliance procedures and collaborating with legal teams in financial regulations.
About the role
- Fraud, AML & Safer Gambling Leader responsible for managing teams and operational metrics at PokerStars SEU. Leading projects and initiatives to enhance performance and customer service in a dynamic environment.
Responsibilities
- Maintain daily service levels across all operational functions
- Monitor and respond to operational metrics including volumes, KPIs, performance plans, and emerging trends
- Track intraday shift performance using dashboards and reporting tools, taking timely action where needed
- Analyse agent output and quality, providing feedback and implementing performance improvements
- Lead all aspects of people management, including team meetings, coaching, development planning, absence tracking, disciplinary procedures, and performance appraisals
- Support recruitment through candidate selection, testing, and onboarding
- Design and implement reward and recognition initiatives to drive engagement
- Resolve agent and system escalations, customer queries, and regulatory complaints with professionalism
- Collaborate with the Realtime team to optimise agent scheduling and shift coverage
- Deliver internal content updates and ensure staff are informed of relevant changes
- Serve as a key contact for cross-functional and departmental projects
- Communicate directly with customers when needed, modelling empathy and best-practice resolution techniques for team development
- Manage resources to support efficient product, brand, and license launches with minimal service disruption
- Develop and implement strategies that drive team performance and operational excellence
Requirements
- Proven leadership experience in managing high-performing teams within contact center or gaming environments
- Exceptional people and time management skills, with a track record of developing talent and driving team engagement
- Strong decision-making capabilities, with the ability to act swiftly and motivate teams under pressure
- Demonstrated success in leading diverse, multicultural teams across dynamic operational settings
- Skilled in managing change at both individual and team levels, fostering adaptability and resilience
- Advanced ability to analyse team performance metrics and translate insights into actionable strategies
- Clear and professional communicator, capable of setting expectations and aligning teams with business goals
- Deep passion for customer service and operational excellence
- Outstanding verbal and written communication skills, with active listening and empathy at the core
- Comfortable operating in fast-paced, target-driven environments
- Self-starter with the ability to work independently and collaboratively across departments
- Advanced understanding of Poker, Casino, or Sportsbook (online and/or retail)
- Working knowledge of KYC, AML/CFT protocols, and international document verification
- Experience with fraud detection and online payment processing systems
- Proficiency in CRM platforms and internal reporting tools
- Familiarity with the online social gaming industry
- In-depth knowledge of internal policies, procedures, and multi-channel support operations
- Fluency in additional languages (e.g., Italian, Spanish, Portuguese)
Benefits
- Discretionary annual performance bonus
- 30 days paid leave
- Health and dental insurance for you, your partner and your children (if you all live at the same address)
- Personal life assurance and partial & permanent disability insurance
- The option to join our company pension scheme
- A personal interest allowance to let you learn something new or pursue a hobby
- Competitive learning fund, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career
- Looking to extend your family? You will receive a cash gift of 1,000 EUR for your new addition whilst working for us
- 26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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