Head of Compliance Operations in Wigan

We are seeking an experienced and forward‑thinking Head of Compliance Operations to lead the operational delivery of our key regulatory responsibilities across Player Protection / Safer Gambling and Anti‑Money Laundering (AML). This pivotal leadership role sits within the Customer Operations function and is focused on ensuring regulatory excellence while supporting an industry‑leading customer experience.

You will operate at the intersection of compliance, operations, and customer impact, shaping processes, driving performance, and building high‑performing teams within a fast‑paced and highly regulated environment.

In this role, you will take overall responsibility for the operational delivery of Safer Gambling and AML requirements, including KYC and Source of Funds processes. You will ensure that all compliance operations are efficient, effective, and aligned to regulatory expectations, while continuously reviewing and optimising processes to make the best use of available technology and automation.

Using data and performance reporting, you will measure success against agreed KPIs and SLAs, provide insight into risk and customer impact, and deliver assurance to the Senior Leadership Team regarding the effectiveness and integrity of the function. You will also work closely with the Regulatory Compliance team to ensure operational processes remain aligned with current and upcoming regulatory changes, contributing strategic solutions that balance compliance obligations with customer experience considerations.

A key part of the role involves fostering a strong culture of player protection and accountability across the business. You will build and maintain relationships with leading Safer Gambling solution providers to ensure access to market‑leading tools, and you will support the development of Safer Gambling training initiatives across the wider organisation.

Through participation in Compliance Committee meetings and ongoing collaboration with stakeholders across the business, you will identify opportunities for continuous improvement and ensure the operation is fully supported in delivering its objectives. The role also requires engagement with regulators, external partners, and, where necessary, law enforcement agencies.

As a leader, you will provide clear direction to the Player Protection and AML teams, setting expectations, defining objectives, and embedding accountability for performance. You will mentor and develop your teams, creating an environment where continuous improvement is embraced and future leaders within Compliance can thrive.

Strong stakeholder management will be essential, as you will be expected to communicate effectively with senior leaders and adapt your approach to suit different audiences. You will be solutions‑driven, innovative in your thinking, and capable of managing multiple priorities while meeting deadlines and maintaining rigorous documentation standards.

We are looking for someone with proven experience leading operational teams within a dynamic and highly regulated environment, ideally within online gambling across sportsbook, casino, bingo, or lottery operations. You will have strong working knowledge of UKGC LCCP and AML/CTF regulations, with previous approval as a Personal Management Licence (PML) holder or equivalent key function being highly desirable. AML qualifications such as ICA or ACAMS, or Safer Gambling certifications, are advantageous.

Experience supporting regulatory audits or enforcement actions, engaging with regulatory authorities, and producing detailed analysis and reporting to support compliance and business objectives is essential. You should be skilled in working with external system vendors, applying policy directives practically, and interpreting complex regulatory requirements. Excellent communication, stakeholder management, and leadership skills are critical, as is the ability to inspire and develop your teams while delivering operational and compliance excellence.

At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Within this role you’ll develop a broad range of skills and experiences that can enhance your career at the Tote. Additionally, our company benefits package includes:

• Competitive Basic Salary
• Discretionary Bonus Scheme
• Company Shares Option Plan
• Contributory pension scheme
• Life insurance (4 x basic salary)
• Simply Health Cash Plan
• Holiday entitlement (33 days inclusive of bank holidays)
• Study Support and opportunity for progression and development
• Confidential 24/7 365 employee assistance helpline
• Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
• Regular social events, charity events and volunteering opportunities