[Hiring] Head of Compliance & Customer Protection @Social Discovery Group

Role Description

We are looking for a Head of Compliance & Customer Protection to join our team. Your main tasks will be:

• Merge moderation and Customer Protection into one process: signal → risk assessment → review → decision → enforcement → appeal;
• Manage moderation of clients and partners: set review priorities, SLAs, quality control and the review of wrongful restrictions;
• Run investigations of complaints and violations: fraud, pressure on clients and other prohibited practices; ensure evidence and proportionate decisions;
• Develop and update rules together with Legal; turn agreed requirements into instructions for moderators, Support, Supply and partners;
• Ensure decisions are enforced across teams: Support communicates with the client, Supply drives partner actions, Compliance checks that the violation is fixed and does not recur;
• Remove root causes of repeat violations: change checks, rules, partner training and product requirements based on investigation findings;
• Automate checks with error control: together with ML and automation, choose processes to automate and set requirements for accuracy, manual review, appeals and rollback;
• Manage the team (in-house and freelancers) and the function's efficiency: plan workload, train people, review errors, control the speed, quality and cost of checks;
• Report the risk picture: serious and repeat violations, misses, wrongful blocks, investigation timelines and enforcement of measures.

Qualifications

• Building an end-to-end risk process: intake, risk assessment, investigation, decision, enforcement, appeal;
• Moderation management: priorities, SLAs, quality control, sample-based review;
• Investigations: collecting evidence, recognising fraud and pressure patterns, proportionate measures;
• Turning legal requirements into operational rules and instructions for several teams;
• Automating checks with ML: requirements for accuracy, manual review, appeals and rollback; evaluating pilots by missed violations and wrongful blocks;
• Data and reporting: case tracking by risk, cause, timing, decisions and recurrence; checking data quality and separating the effect of measures from changes in volume.

Benefits

• REMOTE OPPORTUNITY to work full-time;
• The initial pay level or pay range for this role will be shared with candidates during the recruitment process and before the commencement of employment;
• Vacation: 28 calendar days per year;
• 7 wellness days per year (time off) that can be used to deal with household issues, to lie down and recover without taking sick leave;
• Children's education reimbursement: 50% compensation for the costs of kindergarten or school, up to $1000 gross per year per child, according to the paychecks after the integration period;
• Bonuses up to $5000 for recommending successful applicants for positions in the company;
• 50% payment for professional training, international conferences, and meetings;
• Corporate discount for English lessons;
• Health benefits: up to $1,000 gross per year per employee for self-purchase of health insurance or on doctor's fees for yourself and close relatives (spouse, children);
• Workplace organization: reimbursement of workplace costs up to $1000 gross once every 3 years, according to the paychecks;
• Internal gamified gratitude system: receive bonuses from colleagues and exchange them for our merchandise, team building activities, massage certificates, etc.