We offer 28 days of remote working from a list of countries – doesn't include Spain, for Spanish residents - and follow a hybrid working model – working from home for Spanish residents is 1 day / week; for Gibraltar residents is 2 days / week.

Role Objectives

• Lead a team of experts to identify and action concerning behaviour with the aim of ensuring a sustainable customer base
• Continuously represent the team and its interests with external stakeholders
• Develop the skills and expertise of the team members to ensure that all cases are handled with high quality and in accordance with regulations

Key Responsibilities

• Ensure that our UK customer base is reviewed and de-risked in a customer-friendly and timely manner
• Ensure that the team's activities are compliant with regulatory requirements and expectations
• Strive to maximize the number of customers in the UK who are de-risked and considered sustainable customers
• Provide daily direction and communication to employees so that operational issues are dealt with in a timely, efficient and knowledgeable manner
• Responsible for identifying and implementing methods to improve operational performance, efficiency and service to both internal and external customers
• Work closely with other Player Sustainability teams, Sustainability partners and CS teams, with the aim of improving collaboration and communication between teams but also streamline processes and share best practices
• Provide statistical and qualitative feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill and performance improvement
• Work closely and build strong working relationships with other departments and teams. Be a constant liaison with the commercial country teams, drive and implement relevant strategies, and ensure that your team's interests are represented
• Liaise closely with relevant AML and RG governance teams, and license officers, to ensure operational procedures are optimized and up-to-date
• Ensure employees have appropriate training, tools and other resources to perform their jobs. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
• Drive continuous development of staff members and help generate a culture of learning in the department
• Address disciplinary problems according to company policy
• Assist the Player Risk Operations Manager with the development, analysis and implementation of initiatives related to staffing, development, and reward & recognition
• Own the team's KPIs and OKRs, and ensure that these are met or exceeded according to expectations and deadlines

Skills and experience required

• Excellent command of English, written and verbal
• Excellent team player
• Solid experience in RG and/or AML
• Good knowledge of the igaming industry
• Well-developed leadership skills
• Good problem-solving skills
• Good listener, empathetic, people-focused
• Keen to share knowledge and help others grow
• Can work well under pressure
• Self-starter/self-motivated
• Open to giving and receiving constructive feedback
• Leads by example
• Understands strategy and business functions
• Previous experience in a people management role is a plus

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