Responsible Gaming Team Leader

As Responsible Gaming (RG) Team Leader, your main responsibilities are to support in leading the team, to ensure compliance with all RG related matters across our different markets with the aim of ensuring player protection.

Responsibilities:

Collect, monitor, and analyze player data, interpret trends and patterns with excellent analysis
Independently determine potential addictive behavior and act according to agreed procedures with regards to account blocking, conducting further checks, excluding customers, customer interactions, and follow-up
Reactively and proactively conduct an analysis of transactional and customer records to link unidentified transactions and accounts to know problem gambler or underage accounts in our system
Manage the team’s performance and identify individual development areas to support growth by providing open and constructive feedback Actively participating in the recruitment of new team members
Lead and motivate team members with a positive attitude and ensuring an enjoyable working environment
Ensure SLA’s are met, conduct team quality checks, and drive continuous performance improvement
Act as a go-to person for any queries or escalations
Manage player escalations from other departments and handle such situations in an agile approach, ensuring the player is supported and the company remains compliant
Use the team’s analysis to advise on product improvements and/or amendments in order to align with company’s responsible gaming strategy and anticipate common player issues
Keep up to date with regulations, policies & procedures, and best practices regarding responsible gaming.
Follow processes and procedures to make sure that available resources are used efficiently and suggest improvements
Assist the Head of Responsible Gaming on ad hoc tasks and projects as required to develop the business in line with our Responsible gaming operational strategy
Instill a culture of ethical Responsible gaming by continuously promoting awareness

Requirements:


Undergraduate degree and/or professional training
Few years’ experience working in the field of Responsible Gaming
Keen interest in the psychology of addiction, regulatory and compliance knowledge
Flexibility and ability to adapt to changing priorities with a positive mindset
Excellent organizational and time management skills with the ability to prioritize workload and meet deadlines
An emphatic individual with an ability to listen effectively and understand others
Keen willingness to learn and strive to improve business operations whilst prioritizing player protection
Analytical thinker with excellent attention to detail
Self-motivated and act as a leading example
Ability to lead others in a humble way and have experience coaching and developing people

to be discussed