Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
James Mamo

James Mamo

Relations Management And Complaince Specialist
Qawra

Summary

Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

I also Specialise in AML/CFT and compliance with a focus on due diligence. Responsible for procedure development and strategic choice management. Range of leadership skills acquired through managerial positions in gaming and customer service sectors, involving high degree of organizational, intradepartmental communication, problem-solving with proven excellence throughout. Strong track record in customer service with full knowledge of all duties and tasks.

Overview

9
9
years of professional experience
3
3
Languages

Work History

Development & Relations Manager

Larya MM Limited
Fgura
11.2024 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Controlled costs to keep business operating within budget and increase profits.
  • Improved marketing to attract new customers and promote business.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Improved safety procedures to create safe working conditions for workers.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Streamlined project delivery processes, significantly reducing time to market for new product launches.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Organized professional development programs for staff, leading to improved performance and skill sets.
  • Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Senior AML/CFT Officer

ACT Advisory Services Ltd
Zebbug
10.2023 - 09.2024
  • Planning and managing of the compliance department's activities, in line with legislation and regulations.
  • Keeping abreast of all relevant laws and regulations and their development including all compliance matters and discussing such with the Head of Compliance and other members of the management team, as may be required.
  • Monitoring and coordinating compliance activities and remaining in control of the status of all compliance activities and identify trends.
  • Review and oversight or maintenance of all necessary registers including but not limited to Personal Data, Complaints, SAR/STRs, PEPs, Rejected Business, Closed Business, Training etc.
  • Conduct on-boarding processes and ongoing reviews as well as underwriting reports effectively.
  • Assisting in developing, initiating, maintaining, revising, upholding and monitoring policies and procedures in accordance with AML-CFT, CSP, Sanctions, GDPR and Trust regulations.

Operations Team Lead

Tipico - C2D Payment Solutions
06.2023 - 10.2023
  • Develop, lead and train a team of Customer Support Agents, Customer Risk Analysts and specialists and Customer Operation Analysts.
  • Coordinating, building relationships and maintaining strong relationships with distribution channels and suppliers of the company.
  • Provide monthly team performance and other operational reporting such as KPIs, SLAs and other reports as may be required.
  • Provide support to Customers, Distributors and merchants as required.
  • Support and manage the daily operations of the departments respective to AML, Compliance, risk and Customer operations.
  • I provide support with any issues both on an operational and technical level, including the upkeeping of retails support and distribution.
  • Identify and Support operational controls and procedures in line with regulatory requirements as well as proposing improvements to current work processes with a focus on automation.
  • Support and/or lead ad-hoc tasks and projects as may be requested by head of operations.

AML/CFT Managed Service Senior Analyst

AML Solutions by Diligex
07.2021 - 06.2023
  • Company Overview: Company specialising in outsourced compliance and due diligence on multiple verticals.
  • Coordinating in-house, client-oriented due diligence processes and procedures.
  • Providing specialised AML/CFT compliance and due diligence support.
  • Main point of escalation across departments, but especially for compliance officers.
  • Consistently up to date with changes in PLMFTR and IP regulations, to provide constant training to my team and most up-to-date guidance to clients.
  • Answering senior management, debriefing on trends in regulation and client needs.
  • Evaluating team performance; active participation in team recruitment.
  • Representing company in external meetings, especially to remain abreast of latest regulatory trends.
  • Company specialising in outsourced compliance and due diligence on multiple verticals.

KYC Merchant Onboarding Officer

Arringo Ltd
05.2021 - 07.2021
  • Reviewed Merchant business profiles in line with company procedures, acceptance policies and regulations, using all accessible tools and systems; Conducted KYC and merchant business due diligence activities.
  • Consulted with relationship managers, ensuring full merchant application and KYC package is collected, other tasks related to organization of merchant onboarding processes.

CDD/EDD Specialist

Arringo Ltd
05.2020 - 05.2021
  • A massive variation of customer support in line with payment services provider vs trading platforms with a majority workload relating to due diligence.
  • My main focus was on protecting both the customer and the companies of fraudulent activities and unnoticed scams in such a volatile market.

International/UK Customer Support Specialist

William Hill / Mr. Green Casino
02.2019 - 10.2019
  • Over chat, email, and phone my responsibilities were to help players navigate the website, organize paperwork (such as KYC and AML regulations), give out bonuses and free spins, and take any actions when needed relating to gambling addiction.

Letting Manager

Quicklets / Zanzi Homes
08.2016 - 01.2019
  • Maintaining property rentals by advertising and filling vacancies; negotiating and enforcing leases; supporting and securing premises.
  • Property management job duties included establishing rental rate by surveying local rental rates and calculating overhead costs, depreciation, taxes, and profit goals.
  • Ensuring all payroll transactions are processed efficiently for the company; Managing a diversified portfolio of different branches; Collecting, calculating, and entering data in order to maintain and update payroll information; Compiling summaries of earnings, taxes, deductions, leave, and non-taxable wages and reporting on all discrepancies every end of the month.

Education

ACAMS - CKYCA - Compliance

ACAMS
Online

CFISA Achievement - undefined

Arringo Ltd

ICA - InternaƟonal Compliance AssociaƟon - CerƟficate

ICA - Compliance

Grant Cardone University Sales & ExcepƟonal Customer Service - CerƟficate

Grant Cardone University Sales & ExcepƟonal Custom

Malta Insurance Training AssociaƟon Tied Insurance Intermediary - Licence

Malta Insurance Training Associaton Tied Insurance

Malta Insurance Training AssociaƟon - CerƟficate in Insurance

Malta Insurance Training Association

NSTS Malta - CerƟficate in I.T EssenƟals

University of Malta O`Levels - Maths, English and Maltese

University of Malta

Skills

  • Wave Accounting System

  • Linux Operating System

  • Zendesk

  • NYX

  • Microsoft Office Applications

  • Power BI

  • Open Sources - Compliance/Sanction ML/FT

  • Comply Advantage

  • Team leadership

  • Performance management

  • Time management

  • Staff development

Accomplishments

  • Best Collaborator & Leadership
  • Commitment to Excellence CS (HSBC)
  • Best Customer Support agent. (William Hill - Mr Green)
  • Top Performer - Melita Plc
  • Top Retentions Officer - Melita Plc
  • Best Manager Overall - Quicklets/Zanzi Homes.
  • Top performer - Arringo Ltd

Timeline

Development & Relations Manager

Larya MM Limited
11.2024 - Current

Senior AML/CFT Officer

ACT Advisory Services Ltd
10.2023 - 09.2024

Operations Team Lead

Tipico - C2D Payment Solutions
06.2023 - 10.2023

AML/CFT Managed Service Senior Analyst

AML Solutions by Diligex
07.2021 - 06.2023

KYC Merchant Onboarding Officer

Arringo Ltd
05.2021 - 07.2021

CDD/EDD Specialist

Arringo Ltd
05.2020 - 05.2021

International/UK Customer Support Specialist

William Hill / Mr. Green Casino
02.2019 - 10.2019

Letting Manager

Quicklets / Zanzi Homes
08.2016 - 01.2019

CFISA Achievement - undefined

Arringo Ltd

NSTS Malta - CerƟficate in I.T EssenƟals

University of Malta O`Levels - Maths, English and Maltese

University of Malta

ACAMS - CKYCA - Compliance

ACAMS

ICA - InternaƟonal Compliance AssociaƟon - CerƟficate

ICA - Compliance

Grant Cardone University Sales & ExcepƟonal Customer Service - CerƟficate

Grant Cardone University Sales & ExcepƟonal Custom

Malta Insurance Training AssociaƟon Tied Insurance Intermediary - Licence

Malta Insurance Training Associaton Tied Insurance

Malta Insurance Training AssociaƟon - CerƟficate in Insurance

Malta Insurance Training Association

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James MamoRelations Management And Complaince Specialist