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Hard Rock Digital

Supervisor - Risk Operations

Remote, Canada

Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Sep 22, 2026

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Original job description

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space - ready to join us?

What’s the position?

We are looking for a proactive and detail-oriented 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.

Essential

Experience in an operational or risk-related role within online gaming or fintech.
Strong working knowledge of at least one key area (KYC, Fraud, AML, Payments, or RG).
Prior experience providing informal leadership, mentoring, or team coordination.
Excellent attention to detail and commitment to quality.
Strong problem-solving and communication skills.
Comfortable working in a structured, KPI-driven environment.

Desirable

Previous supervisory or team lead experience in a regulated operational setting.
Knowledge of Canadian online gaming market
Exposure to case management or risk monitoring tools.

Personal Attributes

Hands-on leader who leads by example and supports team success and continuous improvement.
Approachable, empathetic, and focused on staff development.
Highly organized with the ability to manage multiple priorities.
Strong sense of integrity, accountability, and commitment to compliance.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

Competitive pay and benefits
Flexible vacation allowance
A hybrid / remote working environment
Startup culture backed by a secure, global brand

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer).

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More about this job

Responsibilities

The Supervisor will oversee daily operations for front-line teams handling fraud, payments, KYC, AML, and responsible gaming. They are responsible for ensuring compliance with regulatory standards, managing team performance, and providing coaching to analysts.

Requirements

Candidates must have operational or risk-related experience within online gaming or fintech, along with strong knowledge of at least one core area like KYC or AML. Prior experience in team leadership or mentoring is required, alongside excellent attention to detail and problem-solving skills.

Skills

Team leadership
Fraud detection
Payments processing
KYC
AML
Enhanced due diligence
Responsible gaming
Operational risk management
SLA management
Quality assurance
Staff coaching
Performance evaluation
Regulatory compliance
Data accuracy
Problem-solving
Communication

Benefits

Competitive pay
Flexible vacation allowance
Hybrid working environment
Remote working environment

Visa sponsorship

Not detected in the job text

Keywords

Risk Operations
Fraud
Payments
KYC
AML
Enhanced Due Diligence
Responsible Gaming
Online Gaming
Fintech
SLA
Compliance
Operational Metrics
Team Leadership
Mentoring
Case Management
Risk Monitoring
KPI-driven
Regulatory Standards
Quality Control
Internal Audit

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