Safer Gambling Team Leader
Description
ABOUT THE ROLE
Our mission is to create the safest and greatest online gaming experience and our dedicated team of Analysts are at the forefront of identifying and interacting with our customers to educate and inform on how to remain safe whilst enjoying our sites. We are looking to recruit a talented, self-motivated and enthusiastic individual as Safer Gambling Team Leader. The Safer Gambling Team leader will act as support to both the team of Seniors Safer Gambling Analysts and the RG Manager.
YOU WILL BE RESPONSIBLE FOR
● Be the Reliable Support: Act as a constant point of reference, offering expert guidance and promptly addressing any queries or escalations made by the team.
● Exceed Collaboration Expectations: Ensure optimal handling of escalations from various departments, including RFP, AML, CS, Legal, Compliance and Project Management Teams
● Lead SG Procedures: Oversee the correct application of SG procedures, focusing on risk assessment and customer acceptance policies, ensuring we maintain a secure and trusted environment for our players.
● Ensure a Safe Environment: Escalate any suspicious behaviour promptly through established processes, emphasising the importance of a secure and protected space for our players. Promptly escalating any issues that may impact daily operations to relevant stakeholders, ensuring smooth and effective workflow.
● Promote Skill Development: Be an expert on first-line routines and payment back offices, coordinating the training of new team members, and continually refining skills to ensure top-notch service.
● Drive Process Innovation: Collaborate with other Team Leaders to keep policies up to date and introduce new routines and processes based on the evolving needs of the business.
● Nurture Team Excellence: Work closely with the relevant department stakeholders to conduct quality checks, measure team performance & SLAs, and identify training opportunities for continuous improvement.
● Inspire Individual Growth: Engage in regular one-to-one sessions with team members, providing constructive feedback to boost performance and foster personal growth.
● Coordinate Daily Operations: Maintain oversight and efficiently assign daily operational tasks to achieve seamless teamwork and maximum productivity. Taking responsibility for the teams’ schedule – accounting for operational work hours, vacation and sick leave; creating and maintaining schedules for agents in the markets for which you are responsible.
● Embrace New Challenges: Take on similar ad hoc work as directed by the Manager, contributing to the dynamic and rewarding team environment.
● Independently determine potential addictive behaviour and act according to agreed procedures with regards to account blocking, conducting further checks and excluding customers.
OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
● Minimum 2 year experience in and thorough knowledge of SG. Experience within an operations team in the iGaming industry is a must.
● Critical Thinking: Employing logical and objective reasoning to assess SG risks and make informed decisions. Thoroughness in conducting SG checks and investigations to ensure accuracy and compliance.
● Communication Skills: Clear and effective communication with team members, stakeholders, and external agencies, especially when reporting SG matters.
● Adaptability: Being flexible in a dynamic regulatory environment and adapting to changes in SG procedures and best practices.Being proactive in staying updated with SG trends, industry best practices, and emerging threats.
● Time Management: Efficiently managing workload and meeting deadlines for SG reporting and investigations.
● Technological Proficiency: Familiarity with SG softwares, JIRA, Tableau, Zendesk,
● Legal and Regulatory Awareness: Understanding relevant gaming regulations, and compliance obligations. Preparing clear and concise SG reports for management and regulatory bodies
● Leadership Skills: Demonstrating leadership qualities to guide and mentor SG teams effectively. Upholding high ethical standards in handling sensitive SG information and maintaining confidentiality.
● Customer Service Orientation: Balancing SG compliance with maintaining a positive customer experience.
WHO WE ARE
At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices worldwide.
BENEFITS
● Hybrid work policy
● 4 weeks of Workation (T&C apply)
● Well-being allowance to support your active lifestyle
● Private health insurance
● Discounts across a range of retailers, gyms, bars & restaurants
● We offer an employee assistance program that can provide help and guidance during challenging moments.
● For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.
JOIN US!
In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don’t wait around for things to happen, we pounce and make it happen!
If you think you would be a good fit for the Leo pride - give us a roar!
**As our company working language is English we’d like to see your CV in English please**