The Role

Kindred operates in a highly regulated and increasingly complex market, recognizing that trust and reputation are keys for achieving sustainable growth. The mission of Player Sustainability is to promote a companywide "Build on Trust" and Sustainability priority culture within Kindred Group.

The aim is to ensure that Kindred Group proactively designs and runs its operations based on mandatory requirements and standards, fostering a safe user experience and a reputable business that generates sustainable recurring net revenue.

To achieve these goals, the Player Risk Operations Manager is tasked with setting and executing a strategy to meet or exceed the Player Risk teams' OKRs, KPIs, and compliance obligations. This role is also focused on driving improvements, ensuring excellent operational efficiency, and enhancing the customer experience in the Customer Risk/Priority journey. Additionally, it's committed to develop the people management skills and subject matter knowledge of both team managers and members.

What you will do

• Have direct people management responsibilities of the Player Risk team managers in your region
• Ensure that the team's activities are compliant with regulatory requirements and expectations
• Strive to maximize the number of customers who are de-risked and considered sustainable customers
• 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, country/commercial teams, Sustainability partners and CS teams, with the aim of improving collaboration and communication between teams but also streamline processes and share best practices
• Work closely with other PS managers/teams to improve collaboration, alignment and communication internally between the teams
• Ensure that your team managers and their respective teams are managed in a way that's in line with company and departmental values; exceed what is expected of a people manager, and set the right example for others to follow
• Liaise with relevant stakeholders to identify operational improvements and drive solutions
• Work closely and build strong working relationships with key stakeholders. Be a constant liaison with relevant operational and commercial teams, drive and implement relevant strategies, and ensure that the department's interests are represented
• Set and execute a strategy for your area that's aligned with the strategic direction of both the company and the wider PS department
• 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 team managers & other staff members and generate a culture of learning in the department
• Address disciplinary problems according to company policy and department values
• Implement solutions to various of staffing and training needs, along with reward & recognition programs
• Ensure that the team's activities are compliant with regulatory requirements
• Own the team's KPIs and OKRs, and ensure that these are met or exceeded according to expectations and deadlines

Experience

• Minimum two years experience in a people management role
• Excellent command of English
• Extensive knowledge of the iGaming industry and market realities
• Excellent written and verbal communication skills
• Excellent knowledge of best practices in RG & AML
• Strong knowledge of regulatory environment/compliance, ideally prior experience in this area
• Strong organizational skills
• Well-developed leadership skills
• Takes ownership of area; driving improvements and fixing arising problems
• Good listener, empathetic, people-focused
• Able to make decisions and understand wider impact of those decisions
• Demonstrated ability and desire to share knowledge and help others grow