Safer Gambling Team Leader (Night shift) | Gibraltar | On-site
Join us at BVGroup and be part of a dynamic team that's shaping the future of online gaming and sports betting. We're dedicated to fostering a culture of innovation and excellence in the online gaming industry and as a leading global brand, we're committed to delivering top-tier products and services to our customers.
Purpose of the role:
Reporting to the Head of Safer Gambling, the Safer Gambling Team Leader will be responsible for leading the Safer Gambling (SG) team within the Compliance and Operations function of BVGroup.
The Safer Gambling Team Leader will be responsible for ensuring that BVGroup’s SG procedures relating to the licenced functions across UK, Ontario, Emerging Markets and Asia are followed and any potential failings are identified and remedied.
Key Responsibilities / Duties:
- Lead the SG team to ensure that operational procedures are adhered to, maintaining service levels, and supporting the SG Officers.
- Educate, develop, and motivate staff to meet and exceed service levels, as well as quality and operational expectations.
- Conduct regular feedback sessions, coaching officers to achieve highest standards of safety amongst our players.
- Investigate and manage potential SG escalated cases through to resolution, ensuring compliance with the relevant legislation and regulations.
- Acting as a point of contact for escalated queries ensuring SG Officers are shown how to deal with such queries in the future.
- Carry out customer interactions on email, chat and telephone. Calls are of a sensitive nature and may be difficult, personal, and involve challenging situations.
- Ensure full compliance with licensing objectives and relevant regulations.
- Liaising with the Regulatory Compliance teams to ensure that SG Standard Operating Procedures (SOP’s) are up to date and reflect legislative/regulatory changes and operating processes.
- Resolve escalated customer queries and completing account reviews and summaries for the Head of Safer Gambling.
- Undertaking actions as needed in respect of SG processes arising from management meetings.
- Involved in the maintenance, integration and optimisation of our In-house Safer Gambling detection system.
- Deputising for the Head of Safer Gambling as required with other teams or stakeholders.
- Ensure that all systems are functioning efficiently and support operational needs.
Key Working Relationships:
Reporting directly to the Head of Safer Gambling:
- Working closely with the Head of Safer Gambling and other Team Leaders.
- Key relationships with SG Officers, Contact Centre, Due Diligence, Fraud, Operational Resilience team, Regulatory Compliance (all licences), Internal Audit and HVC team.
- Working closely with the Head of Safer Gambling to ensure consistent approach in work practices.
- Communicate with other teams and departments to handle various projects as required.
- Liaising with Money Laundering Reporting Officer (MLRO) and Deputy MLRO to ensure suspicious activity is highlighted for investigation.
Person Specification, Skills, Experience & Qualifications:
Essential:
- Highly motivated, with strong organisational skills.
- Be flexible and be able to positively react to change.
- Experience of working within an SG or compliance environment; in particular, experience of reviewing and making key decisions based on customer information.
- Have at least two years’ experience in the gambling industry or comparable experience in a regulatory sector.
- A strong communicator, with excellent interpersonal skills and the ability to communicate with colleagues and external stakeholders at all levels.
- Knowledge of UK and Gibraltar Regulations and the LCCP.
- Able to handle pressure and work at pace.
- Strong attention to detail.
Desirable:
- Have experience of managing teams of people, coaching, and developing their skills.
- Knowledge of the Isle of Man operations and Regulations.
Working hours:
- 40 hours per week including evenings and weekends.
How we hire:
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
In the event that we receive sufficient applications for the role, this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.
Relocation:
If you are joining us here in Gibraltar from abroad, our Talent Acquisition Team will take care of everything you need from booking and arranging your flights, taking care of accommodation whilst you settle in here and even helping to arrange a permanent place to live.