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 We are a diverse and fast-growing online casino operator active in regulated markets with offices based in Malta, Estonia and The Netherlands. You can now join our dynamic, capable and enthusiastic team. We are the people behind the global casino brands Pikakasino.com and Kansino.nl. We are licensed and regulated by the Malta Gaming Authority and Kansspelautoriteit in The Netherlands. Due to the continued growth and success of our brands, we are now searching for more A class talents to join our mission to build the next iGaming giant. Are you a self-motivated and dedicated person with an eye for detail? If you get kicks from new challenges in a top professional, yet easy-going and fun, work environment, then we are eager to hear from you! 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 [email protected] ".