Operations Manager

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.

Qualification:

• Bachelor's degree in Business Administration, Management, Finance, or related field.
• Minimum 5 years of solid experience in Operations Management, KYC/AML, or Customer Support, preferably in online gaming, fintech, or BPO industries.
• Strong background in PAGCOR regulations, AMLA, and Data Privacy Act compliance.
• Proven leadership experience in managing cross-functional teams, driving performance, and fostering accountability and continuous improvement.
• Skilled in KYC verification, customer onboarding, escalation handling, and support operations management.
• Computer literate and proficient in MS Office and data reporting tools.
• Excellent analytical, decision-making, and problem-solving abilities.
• Strategic yet hands-on leader with strong coaching, mentoring, and people management skills.
• Outstanding communication, coordination, and stakeholder management capabilities.
• Experience in PAGCOR-licensed operations is an advantage.
• Willing to work on shifting schedules, including holidays and weekends, and 100% on-site in Mandaluyong.

Position Overview

• The KYC and Support Operations Manager is responsible for overseeing the end-to-end processes of Know Your Customer (KYC) verification and Customer Support operations within a PAGCOR-licensed online gaming environment. The role ensures compliance with local regulatory requirements, AML/CFT standards, and internal company policies, while maintaining a high level of service quality and operational efficiency.
• This position serves as a key liaison between the Compliance, Operations, Risk Management, and Customer Experience teams to safeguard the integrity of player verification processes and ensure prompt resolution of player concerns.

Key Responsibilities

KYC and Compliance Management

• Oversee the full KYC lifecycle — from customer identity verification, document validation, to ongoing monitoring — in strict adherence to PAGCOR regulations, Anti-Money Laundering Act (AMLA), and Data Privacy Act.
• Implement and maintain KYC policies, SOPs, and escalation procedures that align with regulatory requirements and industry best practices.
• Supervise the KYC team in verifying player documents, assessing risk flags, and escalating potential suspicious activities to the Compliance Department or AML Officer.
• Coordinate with third-party KYC providers and ensure accuracy, timeliness, and security of verification processes.
• Conduct periodic audits to ensure continuous compliance and identify operational gaps or process improvements.

Support Operations Management

• Manage the Customer Support team to ensure all player inquiries, complaints, and technical concerns are resolved promptly, accurately, and professionally.
• Oversee multi-channel support operations (live chat, email, phone, and social media) ensuring 24/7 service coverage and adherence to SLA standards.
• Design and monitor support quality metrics including response time, resolution rate, and customer satisfaction scores (CSAT).
• Collaborate with internal teams (Product, IT, Payments) to address recurring issues and improve player experience.
• Develop escalation procedures and training materials to ensure consistent and compliant communication with players.

People and Process Leadership

• 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.
• Reporting and Coordination
• 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.