Job Description

Seeking a Responsible Gaming Manager for our expanding online gambling organization. Reporting to the Head of Legal and Compliance, the role involves implementing strategies to ensure responsible gambling practices, prevent harm, and maintain regulatory compliance. Key responsibilities include identifying addictive behaviour, conducting customer record analysis, investigating suspicious accounts, and educating staff. The position also oversees customer intelligence initiatives, collaborates with cross-functional teams, and presents insights to senior management.

Key Responsibilities:

• Identify and address potential addictive behaviour, including account blocking and further checks.
• Analyze customer records for proactive and reactive identification of gambling-related issues.
• Investigate suspicious accounts, maintain analysis records, and ensure compliance with regulations.
• Monitor responsible gaming profiles and detect problem gamblers using back-office tools.
• Perform customer checks, request KYC documents, and suggest improvements to policies.
• Stay updated on responsible gambling regulations and provide staff training.
• Resolve customer complaints related to responsible gambling and assist in controlling gambling behaviour.
• Gather and analyze customer data to develop actionable insights and inform business decisions.
• Manage the customer intelligence team, responsible gaming analysts, and associated budget.

Essential Criteria:

• MGA knowledge and experience, 5-8+ years in customer intelligence and data analytics.
• Experience in the gambling industry with a focus on responsible gambling.
• Proven ability to identify addictive behaviour and conduct customer record analysis.
• Familiarity with responsible gambling indicators, regulatory requirements, and compliance.
• Strong communication and problem-solving skills.
• Fluency in English.
• Availability for shift work, including weekends and public holidays.

Person Specification:

• Self-motivated, analytical thinker with attention to detail.
• Ethical and empathetic approach to customer well-being.
• Strong organizational and time management skills.
• Adaptability, willingness to learn, and ability to work both independently and as part of a team.
• Positive attitude, effective communication skills (written and verbal), and excellent decision-making ability.
• Innovative thinker who can thrive in a fast-paced environment.

Reporting and Interaction:

• Managerially accountable to the Head of Legal and Compliance.
• Key internal relationships with Fraud & Risk and AML teams.

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