Risk Team Lead

DigiOutsource; Cape Town; On-site; ZAR 500,000 - 700,000; Full time

Job summary

DigiOutsource in Cape Town is seeking a Team Lead Risk to manage and develop the Risk Team, ensuring SLA compliance and driving performance. In this role, you will oversee recruitment, performance management, workflow management, and communication within the team.

The ideal candidate has over 24 months of Risk/AML/Compliance experience, strong communication skills, and the ability to adapt to changing priorities. A relevant degree is preferred. The position involves working shifts and fosters a collaborative environment.

Qualifications

• Minimum 24 months of Risk/AML/Compliance experience.
• Strong verbal and written communication skills.
• Exceptional attention to detail and high quality standards.
• Adaptability to changing priorities.
• Knowledge of Risk methodology, systems & technology.
• Intermediate MS Office skills.
• Willingness to work shifts.

Responsibilities

• Conduct interviews and support hiring of the Risk Team.
• Manage leave requests, shift staffing, and coverage.
• Ensure SLA standards and KPI expectations are met.
• Monitor volumes and assign workloads.
• Educate agents on objectives and current issues.
• Serve as key contact for urgent escalations.

Skills

Risk/AML/Compliance experience

Verbal communication skills

Written communication skills

Attention to detail

MS Office skills

Adaptability to changing priorities

Education

Relevant Diploma/Degree in Law, Accounting, Business, Finance or related

Job description

Role Overview

Join DigiOutsource as a Team Lead Risk to manage and develop the Risk Team, ensure SLA compliance, drive performance, and support continuous improvement and risk mitigation.

Responsibilities

As Team Lead Risk you will be responsible for the following:

• People Management
  • Recruitment: Conduct interviews and support hiring of the Risk Team.
  • Workday & Roster Management: Manage leave requests, shift staffing, and coverage to handle workload.
  • People Development: Drive behavior, identify coaching needs, provide feedback, succession planning, and promote a customer‑service oriented ethos.
• Performance Management
  • Ensure SLA standards and KPI expectations are met for shifts, agents, and team.
  • Report SLA management during handovers and to Service Manager.
  • Collaborate with coaches to monitor performance, document feedback from QA and conduct appraisals.
• Workflow Management
  • Monitor volumes and assign workloads, manage agent outputs, and ensure breaks and shift timing.
  • Handle escalations, meet SLA targets, inform stakeholders and influence rules to improve risk triggers.
• Communication & Knowledge Transfer
  • Educate agents on objectives, brief on current issues, and provide debrief to relieving leaders.
  • Ensure clear communication, foster discussion for collaborative decisions, provide regular risk performance reports, and document concerns.
• Escalation Management
  • Make void decisions within thresholds, serve as key contact for urgent escalations, log IT issues, and ensure timely escalation to management.

Qualifications

Essential Skills

• Minimum 24 months of Risk/AML/Compliance experience.
• Strong verbal and written communication skills.
• Exceptional attention to detail and high quality standards.
• Adaptability to changing priorities.
• Knowledge of Risk methodology, systems & technology.
• Intermediate MS Office skills.
• Willingness to work shifts.

Desirable Skills

• Managing multiple projects simultaneously with track record of delivery.
• Collaborative cross‑functional team experience.
• Background in online gaming or casino industry and understanding of player behaviour and regulations.
• Familiarity with gambling regulations across jurisdictions.
• Minimum 12 months of leadership experience.
• Relevant Diploma/Degree in Law, Accounting, Business, Finance or related.

Core Competencies

• Management, Motivation, and Leadership
• Planning and Organizing
• Analytical Thinking