Igor Magri
Customer Due Diligence Supervisor
Sliema
Summary
Accomplished Supervisor focused on meeting company expectations and driving success by directing high-producing teams while developing lasting employee rapport. Highly accomplished and detail-oriented compliance professional with extensive experience in Responding Gaming, Anti-Money Laundering(AML), Know Your Customer(KYC) due diligence. Adept at conducting comprehensive investigation and analyzing customers accounts and activity to identify and mitigate risks related to AML, counter-terrorist financials (CTF), and gambling harm. Proven track record of exceeding goals and KPIs in high-pressure environments, with a strong focus on cross-functional collaboration and delivering exceptional customer experience.
Overview
7
7
years of professional experience
4
4
Certifications
Work History
Customer Due Diligence Supervisor
Hillside Media
06.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Conducting due diligence research, adverse checks, and information analysis in accordance with established procedures
- Navigating public databases and internal systems to identify and verify due diligence information
- Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery.
Customer Due Diligence Team Leader
Hillside Media
04.2023 - 06.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Dealing with customer complaints relating to due diligence processes and regulatory requirements.
- Assisted senior management team with projects.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery.
Customer Due Diligence Specialist
Hillside Media
04.2022 - 04.2023
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Followed all company policies and procedures to deliver quality work.
- Performing due diligence checks in line with regulatory requirements
- Contacted customers to obtain information regarding source of funds and establish financial profiles.
- Summarizing of documentation and information to assist senior management to make correct decision.
VIP Customer Service Agent
Flutter Entertainment PLC
12.2018 - 04.2022
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Streamlined communication processes for improved information exchange between customers and team members.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Agent
Flutter Entertainment PLC
08.2017 - 12.2018
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Education
Associate of Arts - Computer Software And Media Applications
Giovanni Curmi Higher Secondary School
Malta 04.2001 -
Skills
Staff Management
Operations Management
Process Improvement
Strategic Planning
Data Analytics
Staff Discipline
Employee Motivation
Training and mentoring
Staff Development
Priority management
Project Management
Time Management
Problem-Solving
Self Motivation
Languages
English
Native language
English
Proficient
C2
Russian
Upper intermediate
B2
Ukrainian
Intermediate
B1
Certification
AML and AFT Compliance Assesment
Timeline
Customer Due Diligence Supervisor
Hillside Media
06.2024 - Current
Customer Due Diligence Team Leader
Hillside Media
04.2023 - 06.2024
AML and AFT Compliance Assesment
12-2022
Responsible Gambling ROW Compliance Assesment
12-2022
Anti-Money Laudering/Counter Terrorism Financing
12-2022
CCO Anti-Tax Evasion Awarness Complience Assesment
12-2022
Customer Due Diligence Specialist
Hillside Media
04.2022 - 04.2023
VIP Customer Service Agent
Flutter Entertainment PLC
12.2018 - 04.2022
Customer Service Agent
Flutter Entertainment PLC
08.2017 - 12.2018
Associate of Arts - Computer Software And Media Applications
Giovanni Curmi Higher Secondary School
04.2001 -
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