Operations Manager – Support

Here at CD EXTREME OPC , we are committed to excellence through collaboration, integrity, and forward-thinking innovation. Our focus is on delivering exceptional experiences—for our customers and our team. Our Mission We work together to drive progress, guided by honesty and accountability. By embracing innovation and continuous improvement, we’re shaping solutions that not only meet today’s needs but anticipate tomorrow’s opportunities. Team Culture Our workplace is built on mutual respect, open communication, and a shared commitment to growth. We value diverse perspectives, foster a supportive environment, and encourage every team member to contribute meaningfully. Qualifications: Bachelor’s degree in Business Administration, Management, Communications, or any related field. Minimum 5 years of solid experience in Operations Management, KYC, or Customer Support, preferably in online gaming, fintech, or BPO industries. Strong understanding of regulatory compliance, data privacy, and responsible gaming policies. Proven leadership experience in managing large and diverse teams, driving performance, and fostering accountability and continuous improvement. Skilled in KYC operations, customer service management, escalation handling, process optimization, and service quality control. Computer literate and proficient in MS Office, CRM platforms, and reporting tools. Excellent analytical, decision-making, and problem-solving abilities. A strategic yet hands‑on leader with strong coaching, mentoring, and people management skills. Outstanding communication, coordination, and stakeholder management capabilities. Experience in regulated or licensed gaming operations is an advantage. Willing to work on shifting schedules, including holidays and weekends, and 100% on‑site in Mandaluyong. Key Responsibilities: Oversee and manage end-to-end KYC (Know Your Customer) processes, ensuring timely and accurate verification of player accounts. Ensure compliance with all regulatory and company requirements related to identity verification, anti-money laundering (AML), and fraud prevention. Monitor KYC queues and performance metrics, ensuring verification SLAs are consistently met. Work closely with Compliance and Risk teams to identify and mitigate potential risks and suspicious activities. Implement and maintain effective KYC policies, procedures, and documentation standards. Drive process automation and efficiency improvements in onboarding and verification workflows. Conduct regular quality checks and audits to ensure data accuracy and compliance. Train and guide KYC team members to maintain high standards of accuracy, professionalism, and confidentiality. Collaborate with IT and Product teams to enhance KYC systems and tools. Prepare regular KYC performance and compliance reports for management. Oversee all aspects of the Customer Support Department, ensuring inquiries, complaints, and technical issues are handled promptly and professionally. Manage multi‑channel support operations (live chat, email, phone, social media) to maintain 24/7 service coverage and adherence to defined SLA standards. Establish and monitor support quality metrics such as response time, resolution rate, first‑contact resolution (FCR), and customer satisfaction (CSAT). Lead escalation management to ensure high‑severity issues are prioritized and resolved quickly, with clear communication to stakeholders. Collaborate with internal teams (Product, IT, Payments, Risk) to address recurring issues and improve the player experience. Develop and maintain SOPs, escalation workflows, and service guidelines to ensure consistent and compliant customer interactions. Identify operational bottlenecks and recommend process enhancements or automation to improve efficiency. Oversee quality assurance reviews and continuous improvement initiatives to uphold service excellence. Lead, coach, and develop Support Team Leaders and Agents, fostering a culture of accountability and customer focus. Manage scheduling, workload distribution, and resource planning to ensure adequate staffing levels. Prepare and present performance reports on key metrics such as service volume, response time, and customer satisfaction. Coordinate with Compliance and Management teams to ensure all customer communications align with internal and regulatory standards. Ensure system reliability, data protection, and adherence to privacy standards in collaboration with IT and Security teams. Lead, mentor, and develop KYC and Support team leads and members, fostering a culture of accountability, efficiency, and continuous improvement. Conduct regular performance reviews and identify skill development opportunities for both teams. Ensure proper scheduling and workload balancing to maintain operational efficiency, especially during peak hours and high transaction periods. Prepare and present regular reports on KYC verification rates, support performance metrics, and compliance findings to management. Work closely with the Compliance Department to ensure timely reporting of suspicious activities and regulatory submissions required by PAGCOR. Collaborate with IT and Security to maintain data integrity, protect customer information, and ensure systems are compliant with information security standards. #J-18808-Ljbffr