KYC & Onboarding Lead
Job Overview
KYC & Onboarding Lead is responsible for owning the onboarding journey performance. This role provides operational leadership, defines and optimizes workflows, manages vendor relationships, and drives measurable improvement in onboarding conversion and document acceptance rates.
About Play North
Play North is an ambitious, fast-growing online casino operator active across regulated European markets with hubs in Malta, Estonia and the Netherlands. We create tailored, high-quality player experiences behind established brands such as Pikakasino.com and Kansino.nl, licensed by the Malta Gaming Authority (MGA) and the Dutch Gaming Authority (KSA).
And we're not slowing down. We recently secured our Portuguese licence and are getting ready to launch Vincino.pt, marking another exciting step in our growth journey.
Luck may be part of our industry. Building great products never is. Hence we're looking for ambitious, detail-oriented people who enjoy solving problems, taking ownership, raising the bar and celebrating wins together.
Great products don't happen by chance. They happen because great people build them. Think you'd be a great fit? Let's talk.
Responsibilities:
Performance & KPI Management
- Own the end-to-end onboarding process and its continuous improvement
- Define and track onboarding KPIs (completion rate, abandonment recovery, document acceptance, fraud rate)
- Drive initiatives to improve eligible onboarding completion
- Analyze drop-off trends and implement structured recovery strategies
- Build and maintain onboarding performance dashboards
Workflow Strategy & Innovation
- Continuously optimize existing operational processes
- Look beyond current practices and bring forward new ideas that improve how we operate
- Translate data insights into structural process improvements
Vendor Governance
- Act as primary point of contact for Onboarding and IDV providers
- Monitor vendor performance, SLAs, and rejection trends
- Escalate tool inconsistencies and drive clarification and improvements
- Evaluate and support integration of additional verification providers where justified
Leadership & Development
- Train and support Analysts
- Conduct quality reviews and performance feedback
- Maintain structured documentation and process governance
- Provide final oversight on complex or high-risk cases
- Monitor team workload and ensure service levels are met
Requirements:
- 3–5+ years experience in KYC and onboarding teams
- Strong understanding of risk-based frameworks
- Analytical mindset with ability to convert data into action
- Comfortable challenging status quo and driving change
- Strong stakeholder management skills
- Experience in iGaming preferred
- Experience leading operational teams desired
What we offer
- A hybrid working model.
- Competitive salary based on experience and qualifications.
- Brand new offices.
- Private parking.
- Private Health insurance.
- Wellness allowance up to €600 per year.
- Employee assistance program with Richmond Foundation.
- Birthday wishes with something special.
- Office lunches and daily nibbles such as fresh fruit and healthy snacks.
- Meal allowance.
- Lots of great company discounts.
"By submitting your application, you understand that your personal data will be processed as set out in our Privacy Policy, which can be accessed by clicking here. Where you have not granted consent to retain your data in our talent pool, we will, in cases where the recruitment process did not lead to employment with Play North, retain your personal data for a period not exceeding six months in order to, among other things, enable us to manage potential disputes or store data about your talents for near future opportunities. Once this retention period has elapsed, your data will be deleted. You have a right to object to this additional 6 months-period of processing by explaining the reasons why we should not process your personal data to our Data Protection Officer at DPO@playnorth.com".