Venue Compliance Manager - Marble Arch, London

Who We Are

At Metropolitan Gaming, we don’t just offer jobs—we create experiences. Whether it's the electric buzz of our city casinos or the slick precision of our online platform, we’re the heartbeat of high-end gaming. From the iconic Empire Casino in Leicester Square to the luxury of Metropolitan Mayfair, our ten venues across the UK and Egypt are made for those who live life full throttle.

Benefits

We value our employees and offer a benefits package to ensure your job is both fulfilling and rewarding. We offer the opportunity to learn and grow within the company, regular training and development, and to be part of an exciting high-performance team. On top of our competitive salary, here are some of the benefits we offer:

• 50% off food and beverages in all our UK venues
• Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more
• Company Sick Pay
• Company Pension
• Life Assurance
• Refer a friend incentive
• Financial advice services
• Employee health and wellbeing services
• Virtual GP Services
• Season Ticket Loans
• Employee assistance program: A confidential helpline providing 24/7 advice and counselling
• Cycle to work scheme

What We Are Looking For

As part of the Casino Operations department, the Venue Compliance Manager (VCM) operates as part of the first line of defence and is responsible for supporting the casino in meeting all regulatory and compliance obligations. The VCM must be able to interact positively and appropriately with customers in a wide range of situations and demonstrate a comprehensive understanding of Safe Gambling and Anti-Money Laundering requirements.

Main Responsibilities

• Undertake routine Customer Due Diligence and Enhanced Due Diligence and Safer Gambling checks on new players or lapsed.
• Review, plan and undertake annual/biannual/quarterly or as required customer account assessments/customer risk assessments (EDD, source of funds/SOW, affordability, sustainability) to recommend (or otherwise) the establishment or continuation of Business Relationships to venue management for approval.
• Manage the process of completing such checks and in doing so become the focal person for managers, customer relations and employees for a compliance view, whilst also building, developing and maintaining relationships with customers in order to complete required checks.
• Work with CR’s (Customer Relations) to ensure all new and prospective VIP/HVC customers have fully completed EDD requirements to use casino facilities when they first visit or as soon as practically possible.
• Review and investigate reports of potentially suspicious activity from internal and external sources relating to active, new, and lapsed customers.
• Document and prepare suspicious activity reports as needed and in accordance with internal standard operating procedures.
• Tracking AML/SG metrics and Key Performance Indicators, developing related action plans and monitoring performance against plans.
• Provide advice, guidance, coaching and support to managers and operational employees to support the entire SG/AML process, including training needs.
• Support central Compliance department and MLRO with ad hoc requirements, additional reporting or support to projects as and when required, with the permission of the Venue Director, and to ensure SG/AML messages from Support Centre are disseminated to appropriate Casino employees.
• Following notification of an SG/Affordability Trigger or identification of Risk Indicator, provide oversight of completion of all required SG/AML customer interactions to ensure they are completed on a timely basis and appropriate action is taken.
• Review the quality of interactions being carried out by casino personnel and provide support and coaching as required.
• Prepare for and attend weekly 1LOD review meetings with Venue Management, presenting areas for improvement and/or action and/or topics requiring discussion as required through monitoring customer accounts and actions taken on a weekly basis.
• Maintaining oversight of reporting of breaches and attempted breaches relating to underage entry.
• To regularly liaise (though attending meetings) with the Support Centre compliance for information sharing purposes relating to SG/AML cases of general interest, lessons learnt and to raise queries to ensure a level interpretation/application across the MG estate.
• Continuously evaluate SG/AML processes from an operational and customer perspective and proactively engage with Support Centre Compliance department on any potential areas for improvement.
• On compliance related matters, to act as the conduit of information from Operations into the Compliance function as and when required.
• Oversight of maintenance of all SG/AML literature and signage across the Venue.

Who You Are

• Must be confident and credible, especially when dealing with peers, senior colleagues, and customers.
• Must always maintain a high level of confidentiality and act in a discreet manner regarding information in their possession.
• Must be able to demonstrate competent research skills and be fully conversant with company procedures and databases utilised in relation to social responsibility and AML processes.
• Must possess excellent communication skills, both written and verbal.
• Must be highly organised.
• Must be proficient in using MS Office, possess intermediate to advanced IT skills in normal Microsoft applications (Word, Excel, PowerPoint, Adobe, Outlook).
• Previous experience in a relevant compliance role desirable.
• Administrative experience.
• Knowledge of laws and regulatory requirements relating to Anti-Money Laundering, Countering Terrorist Financing and Social Responsibility.
• Must be professional, polished and articulate, acting as an ambassador for Metropolitan Gaming both internally and externally.
• Must have a positive, can-do attitude and approach to work, continually displaying and reinforcing the company’s required service standards and being personable and professional regarding interaction with all stakeholders and points of contact.

Service Behaviours

Our Venue Compliance Manager is expected to always demonstrate our key service behaviours:

• On It: Demonstrates responsiveness and initiative by anticipating guest and operational needs, ensuring prompt and effective service delivery.
• Upbeat and Positive Attitude: Maintains a professional, enthusiastic, and solution-oriented demeanour that fosters a welcoming and energetic environment.
• Be Nice: Treats guests, team members, and stakeholders with courtesy, respect, and professionalism in all interactions.
• Open and Close: Engages openly and warmly at the start of every interaction and ensures each conversation or service exchange concludes with clarity, courtesy, and appreciation.

Please Note: You must be aged 18 or above and have the right to work in the UK. This position requires working nights, evenings, weekends and shifts that coincide with a 24/7 trading week so individuals should be flexible in their scheduling.