风险运营主管
Supervisor - Risk Operations
我们正在构建什么？
Hard Rock Digital 是一支致力于成为全球最佳在线体育博彩、赌场和社交游戏公司的团队。我们正在打造一支充满学习热情、运营和构建新产品及技术的团队，为数百万消费者服务。我们重视每位客户的互动、体验、行为和洞察，并努力确保我们始终以真诚的方式行事。
扎根于 Hard Rock 和佛罗里达塞米诺尔部落的精神，新的 Hard Rock Digital 借助一个享誉全球的品牌，该品牌在游戏、娱乐和酒店业中处于领先地位。我们正将这种成功的基础带入数字领域——准备好加入我们了吗？
这个职位是做什么的？
我们正在寻找一位积极主动、注重细节的风险主管，负责监督我们欺诈、支付、KYC 与验证、反洗钱（AML）、增强尽职调查（EDD）和负责任游戏（RG）运营中一线团队的日常活动。
此职位在确保日常流程准确、高效地执行，并完全符合内部程序和监管标准方面起着至关重要的作用。主管将支持运营风险运营经理，保持高质量的运营产出，处理升级问题，提供指导和培训，并在团队中培养卓越的文化。
这是一个适合有相关操作风险管理经验、渴望在快节奏、受监管环境中承担团队领导职责的有动力的专业人士的理想职位。
主要职责
团队监督与交付
- 监督指定团队的日常运营，确保所有任务在 SLA 和质量标准内完成。
- 分配和监控工作量，确保团队绩效均衡且高效。
- 作为分析师级别的升级问题的第一联系人，提供指导和解决支持。
- 监控关键运营指标，如处理时间、错误率和质量评分。
- 在需要时支持排班、出勤和班次覆盖。
质量控制与保证
- 进行定期的质量检查和同行评审，确保流程合规和数据准确。
- 识别重复性错误或控制弱点，并向经理汇报以解决。
- 维护最新流程文档，并确保团队遵守政策。
- 在需要时支持内部审计、控制测试和合规审查。
查看英文原文
What are we building?
Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?
What’s the position?
We are looking for a proactive and detail-oriented Risk Supervisor to oversee the day-to-day activities of front-line teams within our Fraud, Payments, KYC & Verification, AML, Enhanced Due Diligence (EDD), and Responsible Gaming (RG) operations.
This role plays a vital part in ensuring that daily workflows are delivered accurately, efficiently, and in full compliance with internal procedures and regulatory standards. The Supervisor will support the Manager – Operational Risk Operations in maintaining high-quality operational output, handling escalations, providing coaching and training, and fostering a culture of excellence within the team.
It’s an ideal role for a motivated professional with hands-on experience in these operational risk areas risk who is ready to take on team leadership responsibilities in a fast-paced, regulated environment.
Key Responsibilities
Team Supervision & Delivery
- Oversee daily operations within assigned teams to ensure all tasks are completed within SLAs and quality standards.
- Allocate and monitor workloads, ensuring balanced team performance and efficiency.
- Act as first point of contact for analyst-level escalations, providing guidance and resolution support.
- Monitor key operational metrics such as turnaround times, error rates, and quality scores.
- Support scheduling, attendance, and shift coverage as needed.
Quality Control & Assurance
- Conduct regular quality checks and peer reviews to ensure process compliance and data accuracy.
- Identify recurring errors or control weaknesses and escalate to the Manager for resolution.
- Maintain up-to-date documentation of procedures and ensure team adherence to policies.
- Support internal audits, control testing, and compliance reviews as required.
Training, Coaching & Mentoring
- Provide on-the-job training and ongoing coaching to analysts and new team members.
- Identify training needs and skill gaps within the team, recommending targeted interventions.
- Foster a supportive environment that encourages learning, accountability, and continuous improvement.
- Deliver constructive feedback and support performance evaluations with the Manager.
Operational Communication & Escalation
- Ensure clear and consistent communication between front-line teams and management.
- Escalate material issues, risks, or incidents promptly to the Manager or Compliance function.
- Contribute to operational meetings and share insights or process improvement suggestions.
Collaboration & Process Improvement
- Work cross-functionally with other supervisors and departments to share best practices.
- Identify and propose process improvements to enhance efficiency, accuracy, and team engagement.
- Support implementation of system upgrades or process changes through feedback and testing.
Requirements
Essential
- Experience in an operational or risk-related role within online gaming or fintech.
- Strong working knowledge of at least one key area (KYC, Fraud, AML, Payments, or RG).
- Prior experience providing informal leadership, mentoring, or team coordination.
- Excellent attention to detail and commitment to quality.
- Strong problem-solving and communication skills.
- Comfortable working in a structured, KPI-driven environment.
Desirable
- Previous supervisory or team lead experience in a regulated operational setting.
- Knowledge of Canadian online gaming market
- Exposure to case management or risk monitoring tools.
Personal Attributes
- Hands-on leader who leads by example and supports team success and continuous improvement.
- Approachable, empathetic, and focused on staff development.
- Highly organized with the ability to manage multiple priorities.
- Strong sense of integrity, accountability, and commitment to compliance.
What’s in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:
- Competitive pay and benefits
- Flexible vacation allowance
- A hybrid / remote working environment
- Startup culture backed by a secure, global brand
Roster of Uniques
We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer).
Originally posted on Himalayas