Compliance Operations Team Leader

KingMakers is a proudly African company shaping the future of sports and iGaming entertainment across the continent.

Since 2018, we’ve been building platforms, including BetKing and SuperSportBet, that bring millions of fans closer to the excitement of play through technology, integrity, and innovation.

Operating across markets such as Nigeria and South Africa, we’re part of a new generation of African businesses redefining what quality, trust, and entertainment look like in our industry.

Our vision is clear: to be the home where Africa plays.

At KingMakers, we move fast, stay curious, and hold ourselves to high standards of performance and accountability. We believe great products don’t just entertain — they build connection, opportunity, and pride across the communities we serve.

About the role

This role reports into the Head of Customer Experience and is responsible for driving compliance operations across KYC onboarding and Responsible Gambling (RG). The Compliance Operations Team Leader manages both the KYC and RG teams to ensure that verification processes are carried out swiftly, accurately, and with minimal friction for the customer.

This role is pivotal in balancing regulatory obligations with the need to optimize customer conversion and retention. The leader will ensure operational continuity in a 24/7 environment, maintain strong collaboration with internal partners (Product, Customer Service, Compliance), and oversee third-party provider relationships.

A strong grasp of industry benchmarks, documentation governance, and continuous process improvement is essential.

Key responsibilities / accountabilities:

• Manage the KYC and Responsible Gambling (RG) teams to deliver efficient customer onboarding and account risk management.
• Oversee daily workflows to ensure tasks are completed in a timely manner and SLAs are consistently met.
• Monitor that KYC documents are reviewed within 24 hours and drive interventions where processing falls behind.
• Proactively reduce customer friction—especially at sign-up—through smart process design, tooling, and automation.
• Uphold compliance with internal policies, regulatory frameworks, and external audit readiness.
• Own end-to-end team performance: ensure KPIs are met, reviews are completed, and coaching is embedded in day-to-day management.
• Maintain structured, auditable documentation of all procedures, SOPs, workflows, and escalations.
• Collaborate closely with Product, Tech, Customer Service, Legal, and Risk to ensure policies are well-executed and tools are continuously optimised.
• Stay abreast of competitor and market trends, using insight to drive innovation and benchmarking excellence.
• Manage third-party KYC and RG vendors to ensure SLA, quality, and CX alignment.
• Support hiring, onboarding, and development of team members, cultivating a high-performance and values-led culture.
• Conduct regular quality reviews, calibrations, and documentation checks to drive compliance and consistency.
• Provide weekly and monthly reports of high level trends.
• Escalate material risks or customer-impacting issues swiftly and appropriately.
• Operate with fairness, candour, and a bias for action—upholding KingMakers’ values in how we lead and deliver for customers.

Requirements:
• Minimum 2 years’ experience in a leadership role within Compliance, KYC, or Customer Service Operations.
• Proven experience in the iGaming or fintech sector, with in-depth knowledge of KYC/AML, RG, and fraud mitigation frameworks.
• Familiarity with South African and international regulatory environments is preferred.

Skills, knowledge and abilities:

• Strong understanding of compliance operations, risk assessment, and the customer lifecycle.
• Ability to interpret, structure, and manage verification processes in a fast-paced, tech-led environment.
• Skilled in people management, coaching, and performance optimisation.
• Comfortable working under pressure and resolving issues decisively and responsibly.
• Excellent communication and stakeholder management skills.
• Confident with analytics tools, dashboards, and compliance case systems.
• Values-led leader: places the customer first, raises standards, builds collaboratively, and takes ownership without hesitation.

How You Do It – Our CROWNS, Our Values

At KingMakers, our CROWNS values aren’t posters on the wall — they’re how we work and win together:

• Customer First: Build with and for our customers. Always deliver meaningful value.
• Raise the Bar: Take initiative, own outcomes, and push for better every time.
• Operate with Candor: Be open, clear, and constructive. Speak truth with kindness.
• We Build Together: Collaborate, share the load, and succeed as a team.
• No Hesitation, Never Reckless: Move boldly and responsibly. Own your risks.
• Speed & Iteration: Act fast, learn fast, improve fast. Progress beats perfection.

Benefits:
• Health Support: Employer contribution toward your monthly medical aid, helping you invest in your health and wellbeing.
• Comprehensive Insurance: Group risk cover providing additional protection and peace of mind for you and your loved ones.
• Future Planning: Employer contributions to a provident fund to support your long-term financial security and retirement planning.
• Performance Bonus: discretionary rewards that celebrate your impact*

*Eligibility for the discretionary bonus depends on the onboarding cycle and start date; employees joining after a certain point in the year may not be eligible for the 2026 cycle.