Company Description

Join Sutherland - Where Your Career Soars!

About us!

Sutherland is pioneering Customer Experience Management (CXM) Globally for 37 Years! As a powerhouse in automation and innovative solutions, we thrive on delivering exceptional service to our clients' customers across the globe. With a presence in 60 locations worldwide, including Bulgaria since 2008, we're a diverse team of over 2,000 dedicated individuals working across Sofia, Varna, Burgas, or from the comfort of home, serving in 17 languages!

About your next great opportunity:

This is your moment to lead a team for one of the biggest names in GameTech industry and help keep the platform safe for players by weeding out bad actors.

What makes this role exciting?

Flexible Schedules: Enjoy 24/7 shift options tailored to fit your lifestyle.Focused Leadership: Manage a high-performing back-office team without the need for phone support.Cutting-Edge Tools: Leverage advanced technology to optimize processes and deliver exceptional experiences to our customers.Growth and Impact: Take charge of a team in an environment designed to foster innovation, collaboration, and growth.Expert Mentorship: Guided by a seasoned former Google executive, this role offers the opportunity to develop and excel as a Subject-Matter Expert in the region.

Joins us in our cozy Sofia office where ideas flow and teamwork thrive!

Job Description

On this role you will oversee a talented team, tackle challenges, and make a real impact in creating a secure and trustworthy space for our users.

You will be making sure to:

Coach and mentor KYC investigators and documentation verification agents on a daily basis to ensure adherance to KPIs and SLAsLiaison with the Client and present monthly and Quarterly performance dashboards and updates, action plans and innovative ideasMonitor quantitative and qualitative KPIs and provide relevant feedbackReview and update documentation verification processes and policies, ensuring compliance with regulatory requirements and industry standardsIdentify pain points, inefficiencies and implement process improvementsCollaborate with other departments to ensure seamless documentation verification processAct as the point of escalation for complex verification issuesStay updated on regulatory requirements and industry best practices related to documentation verification, ensuring compliance with relevant regulations and guidelines

Qualifications

Here's what you will need in your toolkit:

Proven experience in implementing procedures in documentation verification procedures preferably in the iGaming industry or related sector is an advantageExcellent leadership and team management skillsExcellent organizational and communication skillsStrong analytical and problem-solving skillsFamiliarity with relevant regulatory frameworks and compliance requirements in the iGaming industry is an advantageStrong interpersonal skills, with the ability to collaborate effectively across departments and culturesExcellent attention to detail and a commitment to maintaining the integrity of the company’s operationsGood knowledge of Microsoft Office/Google SuiteGood verbal and written communication in English

What we offer:

Long-term job security with a permanent contract.Additional health and life insurance coverage.Generous annual leave, including wellness days.Food vouchers and paid breaks.Competitive salary and clear career progression.Great office location in SofiaWorld-class on-the-job training.

Additional Information

All your information will be kept confidential according to EEO guidelines.