Safer Gambling Manager in London

Job title: Safer Gambling Manager Reports to: Head of Operational Compliance Location: Remote / Hybrid Role Purpose and Key Responsibilities: We are committed to providing a secure and responsible gambling environment for our valued customers while meeting all Social Responsibility regulatory requirements. As the Safer Gambling Manager for BoyleSports, you will play a pivotal role in ensuring the safety and well-being of our customers. Reporting directly to the Head of Operational Compliance, you will lead and manage the Player Safety team, equipping your team with the necessary tools and support to manage customer accounts responsibly. Your focus will encompass the proactive identification of at-risk customers in our digital and retail environments, through data analysis and the seamless implementation of automated tools and processes. The Safer Gambling Manager is required to execute and drive the performance of the BoyleSports Safer Gambling programme and support our objective to protect vulnerable individuals from experiencing gambling-related harm. Key Responsibilities: Reporting and monitoring Safer Gambling processes and procedures, and ensuring there is a robust auditable process Working with key stakeholders to assess the effectiveness of the Safer Gambling policies, processes and interactions Performance management of Senior/SG Officers to maintain and improve standards Working closely with Senior SG Officers and SG Officers to ensure staffing levels, processes, regulatory requirements, and excellent customer service is being delivered. Monitor operational activities (volumes, key performance indicators/metrics, performance plans, trends, etc…) Audit and amending manuals and existing procedures, related to Responsible/Safer Gambling and compliance in all regulated markets, ensuring they are in line with current regulations Be the focal point for all internal escalations relating to Safer Gambling compliance matters Identifying key areas of training needs and overseeing Safer Gambling training content Lead by example and support the development of your team. Identify areas of improvement and celebrate their successes. Build solid working relationships to ensure the approach to responsible gambling is aligned. Develop and manage an effective roster to maintain player safety 24/7 across all regions whether through in person or automated services. Liaise with key internal stakeholders such as Strategic Core Compliance, Retail Ops, CDD. Customer Service, AML and Fraud and Finance to ensure that Safer Gambling risks are managed effectively. Perform in-depth customer risk assessments and due diligence reviews, identifying different types of risk, possible markers of harm and ensure appropriate mitigating actions. Support the Head of Operational Compliance through regular analyses data trends to ensure the appropriate journeys are in place. Continuously streamline processes, leveraging available technology. Deliver training and guidance on regulatory, research and safer gambling issues across the BoyleSports group. Work with Strategic Core Compliance to ensure content within the training programmes you deliver are up to date and in line with updated regulatory changes. Manage Safer Gambling/Player Safety Policies, Processes and Procedures. Implement strategies and operational activities to ensure that players are protected, and their activity is both enjoyable and affordable. Maintain an expert knowledge of responsible gambling regulation, research, and best practice across multiple jurisdictions. Manage complaints and associated resolution and reporting procedures within SLAs. Support the requirements to enhance and mature our operational processes Act as a subject matter expert within BoyleSports, supporting all departments to ensure enhanced compliance. Provide leadership and foster a culture of continuous improvement within the team. Communicating regular updates to senior personnel on Safer Gambling matters Always uphold BoyleSports values Work with professional boundaries, maintaining safety Ensure all licence requirements are maintained and not in breach of their requirements Specialist Skills and Experience Required: 2+ years’ experience in the field of safer gambling, and/or customer due diligence. Evidence dealing with Gambling Licensing, Data Security Compliance, and Regulatory authorities. Ability to apply policy directives effectively in practice. Demonstrable knowledge of the Gambling Commission’s licensing regime. Awareness and understanding of the latest research, innovation, technology, and methodologies in the field of Safer Gambling. Excellent written and verbal communication skills. Strong attention to detail and ability to concisely summarise risk. Ability to engage with and influence multiple work streams within the business. Strong triage and decision-making skills, with ability to manage a high volume of tasks. Ability to prepare key policies and procedures associated to the gambling regulation requirements. Ability to work alone and make judgement\'s without being influenced. Experience in leading, coaching and developing a team. #J-18808-Ljbffr