Jobgether
Accountabilities:: Oversee daily operations across assigned teams, ensuring activities are completed within established SLAs, quality standards, and procedures. Allocate and monitor workloads to maintain balanced team performance, productivity, and operational efficiency. Act as the first escalation point for analyst-level issues, providing guidance and helping resolve operational challenges. Monitor key operational metrics, including turnaround times, error rates, quality scores, and other relevant KPIs. Support scheduling, attendance management, and shift coverage when required. Conduct regular quality checks and peer reviews to verify process compliance, data accuracy, and operational consistency. Identify recurring errors, control weaknesses, and process gaps and escalate material issues to management. Maintain accurate and up-to-date process documentation and ensure team members follow applicable policies and procedures. Support internal audits, control testing, compliance reviews, and other assurance activities. Provide onboarding support, on-the-job training, mentoring, and ongoing coaching to analysts and new team members. Identify individual and team skill gaps and recommend targeted training or development initiatives. Provide constructive feedback and support performance evaluations in partnership with management. Promote a supportive team environment focused on accountability, learning, operational excellence, and continuous improvement. Maintain clear and consistent communication between frontline teams and management. Escalate material risks, incidents, operational issues, or compliance concerns promptly to the appropriate management or Compliance teams. Participate in operational meetings and provide insights, recommendations, and process improvement opportunities. Collaborate with other supervisors and cross-functional teams to share best practices and improve operational consistency. Identify and recommend process improvements that enhance efficiency, accuracy, quality, and employee engagement. Support system upgrades and process changes by providing operational feedback, participating in testing, and helping teams adopt new workflows. Requirements Professional experience in an operational or risk-related role within online gaming or fintech. Strong working knowledge of at least one key operational risk area, such as KYC, Fraud, AML, Payments, or Responsible Gaming. Previous experience providing informal leadership, mentoring, coaching, or team coordination. Previous supervisory or team lead experience in a regulated operational environment is preferred. Knowledge of the Canadian online gaming market is desirable. Experience with case management, risk monitoring, or similar operational tools is an asset. Excellent attention to detail and a strong commitment to accuracy, quality, and compliance. Strong problem-solving skills and the ability to assess operational issues and determine appropriate escalation paths. Excellent written and verbal communication skills. Comfortable working in a structured, KPI-driven environment with clearly defined SLAs and performance expectations. Highly organized, with the ability to manage competing priorities and maintain operational focus. Hands-on leadership approach, with the ability to lead by example and support team performance. Approachable and empathetic interpersonal style, with a genuine interest in employee coaching and development. Strong integrity, accountability, and commitment to regulatory and internal compliance requirements. Ability to collaborate effectively with management, Compliance, Operations, and other cross-functional teams. Adaptability and willingness to support evolving processes, systems, and operational requirements. Benefits Competitive compensation and benefits package. Flexible vacation allowance. Hybrid or remote working environment. Opportunity to work in a fast-paced operational environment supported by an established global brand. Exposure to multiple operational risk functions, including Fraud, Payments, KYC, AML, Enhanced Due Diligence, and Responsible Gaming. Opportunities to develop leadership, coaching, and operational management skills. Collaborative environment focused on continuous improvement and employee development. Inclusive workplace that values diversity, authenticity, and individual contribution. Opportunity to contribute to process improvements, system changes, and operational excellence initiatives. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1