Customer Onboarding Solution Lead

Job Description

Playtech Managed Services is seeking an experienced Customer Onboarding Solution Lead responsible for the design and optimization of compliant onboarding flows across regulated markets.

Your influential mission. You will...

• Own and continuously optimize the end‑to‑end customer onboarding journey across markets, from registration through verification and activation.
• Manage onboarding logic and flows within internal and external platforms, ensuring alignment with risk‑based and regulatory requirements.
• Own and optimize the functional use of third‑party onboarding providers, ensuring they fit 
• regulatory purpose.
• Translate regulatory and compliance requirements into practical, efficient onboarding solutions that balance risk control and customer experience.
• Drive onboarding changes based on regulatory updates, risk insights, operational feedback, and market expansion needs.
• Assess the impact of onboarding changes on conversion, fraud, compliance risk, and operational performance.
• Act as a key cross‑functional partner, clearly communicating onboarding logic to Risk, Compliance, Product, R&D, Operations, and commercial teams.

Qualifications

Components for success. You...

• Bring proven experience in customer onboarding, KYC, or registration flows within regulated, multi‑market environments.
• Have hands‑on experience working with configurable back‑office platforms (such as IMS or similar systems) and third‑party verification providers.
• Strongly understand risk‑based onboarding principles and can apply regulatory requirements in a practical, business‑oriented way.
• Demonstrate solid analytical thinking, with the ability to assess system logic, data flows, and the impact of changes before implementation.
• Operate confidently within complex rule‑based systems, workflows, and configurable tools beyond theoretical documentation.
• Show a high level of ownership, accountability, and attention to detail in high‑responsibility, regulated settings.
• Are calm, structured, and confident in challenging assumptions constructively when compliance, risk, or customer trust is involved.

Additional Information

Thrive in a culture that values...

• Contribution and achievements by offering an ample of opportunities for internal growth.
• Employees' health and well-being through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program and food, travel, and wellness allowances.
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge.
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals.
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses.

PLAYTECH MANAGED SERVICES
Established in 2007 in Sofia, Bulgaria, Playtech Managed Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.