Supervisor - Operational Risk Operations

Role Overview

We are looking for a proactive and detail-oriented Operational 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.