Daniel Waipan Lam Email & Phone Number

Málaga, Al, Es

Gibraltar

• Work closely with the Director of Platforms, the Head of Regulatory Compliance and Fraud Products and a wider stakeholder group (from Legal and Compliance, Risk and Fraud, Customer Service, Commercial, Sportsbook and Egaming Products to Technical teams) to define and implement the product roadmap• Take ownership of the regulatory requirements we’re due to implement in the jurisdictions we operate in, know how the RCF products, features and tools function, and the technical capabilities and limitations of the systems.• Contribute to the definition of the overall product strategy, produce business cases, establishrequirements, and coordinate product design, roadmaps, and project delivery.• Review regularly the Regulatory Compliance and Fraud feature products and customerjourneys across all the brands and channels and identify friction areas and customer painpoints.• Ensure we remain fully compliant in all jurisdictions, through timely and accurate product development. Maintain a good level of understanding of the Regulatory landscape across all markets.• Analyse regulations, define requirements, and ensure the timely launch of fully compliant products in new regulated markets.• Collaborate with the project team to define the product and tools intended to satisfy regulations, to address both customer and operational hurdles and to ensure smooth journeys. Ensure that the developments are fully compliant in the jurisdictions they’re intended, that they are in-line with the commercial strategy and can be efficiently supported by the operations team.• Own product initiatives end-to-end, from idea to business case creation to go-live and ensure the final product matches the specs and meets our quality and usability standards.• Evaluate continuously the projects delivered and produce requested reports detailing performance KPIs.• Analyse and design workflows and business processes within the organization.

Gibraltar, Gibraltar

• Ensure that the Platforms products are meeting the standards of usability and performance across all regions and brands (UK, Germany, ROW).• Identify, document, report, and follow-up on issues, bugs, performance, and usability concerns, until they are rectified or handed over to Product Owners. Collect feedback from customer feedback and from the Operational Excellent team.• Maintain a hawkish view on forthcoming development releases, including weekly web development improvements, monthly releases of the native applications, and other releases that can impact customers and their use of company products.• Approval on major new features releases and carrying out tests on critical features on a regular basis.• Place data and user behavior via the use of analytics tools such as Quantum Metric and Tableau to identify user struggles, performance issues, and errors to be resolved. • Co-ordinate and report on the activity of other remote testers that the company employs in various locations and ensure that their activity and feedback are documented and actioned where required.

Gibraltar, Gibraltar

• Provide excellent support to our customers via chat and email.• Forward and escalate technical issues.• Respond promptly to customer inquiries.Obtain and evaluate all relevant information to resolve customer complaints.Resolve more complicated/demanding issues with the team leader/trainer/manager.• Be up-to-date with procedures and promotions.• Provide accurate, valid and complete information by using the right methods/tools (FCR).• Follow communication procedures, guidelines and policies

Oxford, England, United Kingdom

Working under Locale’s Client Service Team which is the central point of contact for client queries including content management, training queries & functionality queries. The Client Service team sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT services objectives. Act as a customer champion, offering specialist advice and support on IT-related issues whilst providing customers with the best possible service and conveying a sincere willingness to help.

Oxford, England, United Kingdom

Kowloon, Hong Kong

Central Hong Kong

Wan Chai, Hong Kong

Tai Po, Hong Kong

Bsc (Hons) In Hotel Management, Hospitality Administration/Management

Associate In Business (Hospitality Management), Hospitality Administration/Management