The role

Kindred operates in a highly regulated and increasingly complex market where trust and reputation will play key roles in achieving sustainable growth. As a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.

The mission of Player Sustainability is to promote a companywide “Build on Trust” and Sustainability priority culture and to ensure Kindred Group proactively designs and runs its operations on the basis of the mandatory requirements and standards to create a safe user experience and a reputable business, thereby generating sustainable recurring net revenue.

The Player Risk Manager will lead a team of experts to identify and action concerning behaviour with the aim of ensuring a sustainable customer base. You will develop the skills and expertise of the team members to ensure that all cases are handled with high quality and in accordance with regulations, you will continuously represent the team and its interests with external stakeholders.

Key Responsibilities

• Ensure that our customer base in the relevant market(s) is reviewed and attempted 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 your market(s) 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 Head of Sustainability Operations 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 & Experienced Required

• Excellent command of English, written and verbal
• Excellent team player
• Solid experience in 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

How will success be measured in this role

• Relevant departmental and team OKRs
• Relevant departmental and team KPIs
• GPTW/PEAK scores

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