RedotPay

Customer Support

• Lead global customer service delivery and ensure smooth business operations.
• Drive continuous optimization across product, technology, operations, and business teams through refined service management to improve support efficiency and customer experience.
• Build and foster a cohesive, high-performing global customer service team.
• Analyze customer feedback and operational issues to identify business pain points and provide insights for optimization.
• Identify and assess potential risks in daily operations, develop and implement effective mitigation measures.
• Lead the setup and continuous improvement of multi-language support channels, focusing on key service metrics to drive operational excellence.

Customer Service Manager

Compliance

• Lead the application and maintenance process for our GMC Financial Services license.
• Manage the ongoing regulatory maintenance.
• Act as the formally registered Compliance Officer and Money Laundering Reporting Officer (MLRO).
• Monitor and analyze new and existing regulations from all relevant GMC regulatory authorities.
• Develop, implement, and manage a robust Anti-Money Laundering (AML) and Counter-Financing of Terrorism (CFT) program.
• Oversee the customer lifecycle, including KYC, CDD, and EDD.
• Implement and manage transaction monitoring systems.
• Administer global sanctions screening programs and ensure adherence to GMC sanctions lists.
• Create, maintain, and update compliance policies, procedures, and controls.
• Conduct regular internal reviews, audits, and risk assessments.

Compliance Officer, MLRO

Financial Crime

• Lead the AML/CTF compliance function
• Maintain and enhance our AUSTRAC registration and program
• Serve as the primary point of contact with AUSTRAC
• Conduct regular risk assessments, transaction monitoring, sanctions/PEP screening, and Travel Rule compliance
• Manage all day-to-day compliance obligations
• Prepare and submit Suspicious Matter Reports (SMRs)
• Oversee responses to any AUSTRAC requests for information (RFIs), audits, or inquiries
• Provide board-level oversight of AML/CTF matters
• Drive organisation-wide AML/CTF awareness and culture of compliance
• Collaborate closely with RedotPay’s global compliance, legal, and operations teams

Customer Service Manager

Compliance Officer, MLRO

AML/CTF Compliance Officer – Director