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Job Description
Do you have strong knowledge of Responsible Gambling, GDPR and Player Protection matters? One of our iGaming clients based in Malta are looking to hire a Responsible Gambling Manager to join their team!
In this role, you will ensure the effectiveness of minor protection and player protection in day-to-day operations and manage their Responsible Gambling Team.
Responsibilities:
Supervise the day-to-day operational workflow of the RG team, in line with SLAs and KPIs; This will include both online and retail B2C cases
Manage the scheduling for the RG Analysts, perform team and individual quality checks and provide regular training for the team
Ensure that quality schemes are carried out on a monthly basis
Update departmental procedures regularly, aligning processes and ensuring an effective communication flow within the Customer Operations management team
Review effectiveness of minor protection / player protection throughout Customer Operations and be the First Line of Defence, identifying risks and proposing appropriate mitigations
Support with any audit processes and act as a point of contact for external stakeholders (ADR, authorities) for RG based queries, when required
In this role, you will ensure the effectiveness of minor protection and player protection in day-to-day operations and manage their Responsible Gambling Team.
Responsibilities:
Supervise the day-to-day operational workflow of the RG team, in line with SLAs and KPIs; This will include both online and retail B2C cases
Manage the scheduling for the RG Analysts, perform team and individual quality checks and provide regular training for the team
Ensure that quality schemes are carried out on a monthly basis
Update departmental procedures regularly, aligning processes and ensuring an effective communication flow within the Customer Operations management team
Review effectiveness of minor protection / player protection throughout Customer Operations and be the First Line of Defence, identifying risks and proposing appropriate mitigations
Support with any audit processes and act as a point of contact for external stakeholders (ADR, authorities) for RG based queries, when required
Requirements
Requirements:
Experience in a similar role managing a Responsible Gambling team
Fluent in English both written and spoken; Fluent German skills are desirable but not a requirement
Possess a high level of proficiency with Microsoft Office, especially with Excel; Experience with pivot tables, creating graphs and charts, and mining for appropriate information
Excellent communication skills, both written and verbal, and strong negotiation skills to influence internal and external stakeholders
A good understanding of analyzing data and always keep an eye on KPIs and SLAs
Able to work under pressure against tight and changing deadlines
Possess advanced problem-solving skills
A positive attitude and an insipiring leadership style, able to encourage a collaborative, professional and inclusive culture and have the ability to motivate your colleagues and develop your team
Experience in a similar role managing a Responsible Gambling team
Fluent in English both written and spoken; Fluent German skills are desirable but not a requirement
Possess a high level of proficiency with Microsoft Office, especially with Excel; Experience with pivot tables, creating graphs and charts, and mining for appropriate information
Excellent communication skills, both written and verbal, and strong negotiation skills to influence internal and external stakeholders
A good understanding of analyzing data and always keep an eye on KPIs and SLAs
Able to work under pressure against tight and changing deadlines
Possess advanced problem-solving skills
A positive attitude and an insipiring leadership style, able to encourage a collaborative, professional and inclusive culture and have the ability to motivate your colleagues and develop your team
Benefits
to be discussed
Skills
AMLLanguage Requirements
EnglishEducation Degree
OtherVisa Support
No
Job Criteria
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