Responsible Gaming Team Leader
- Location
- Sliema, Northern Harbour, Malta
- Salary
- TBD
- Job type
- Temporary to Permanent
- Fluent Language
- English
- Category
- Betting and Gaming, Call Centre, Customer Service, IT, Internet, Management, Executive
- Job Reference
- 080120213
- Posted on
- 11 Jan 2021
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About the Role:
As Responsible Gaming (RG) Team Leader, your main responsibilities are to support in leading the team, to ensure compliance with all RG related matters across our different markets with the aim of ensuring player protection.
Responsibilities:
- Collect, monitor, and analyze player data, interpret trends and patterns with excellent analysis
- Independently determine potential addictive behavior and act according to agreed procedures with regards to account blocking, conducting further checks, excluding customers, customer interactions, and follow-up
- Reactively and proactively conduct an analysis of transactional and customer records to link unidentified transactions and accounts to know problem gambler or underage accounts in our system
- Manage the team’s performance and identify individual development areas to support growth by providing open and constructive feedback Actively participating in the recruitment of new team members
- Lead and motivate team members with a positive attitude and ensuring an enjoyable working environment
- Ensure SLA’s are met, conduct team quality checks, and drive continuous performance improvement
- Act as a go-to person for any queries or escalations
- Manage player escalations from other departments and handle such situations in an agile approach, ensuring the player is supported and the company remains compliant
- Use the team’s analysis to advise on product improvements and/or amendments in order to align with company’s responsible gaming strategy and anticipate common player issues
- Keep up to date with regulations, policies & procedures, and best practices regarding responsible gaming.
- Follow processes and procedures to make sure that available resources are used efficiently and suggest improvements
- Assist the Head of Responsible Gaming on ad hoc tasks and projects as required to develop the business in line with our Responsible gaming operational strategy
- Instill a culture of ethical Responsible gaming by continuously promoting awareness
Requirements:
- Undergraduate degree and/or professional training
- Few years’ experience working in the field of Responsible Gaming
- Keen interest in the psychology of addiction, regulatory and compliance knowledge
- Flexibility and ability to adapt to changing priorities with a positive mindset
- Excellent organizational and time management skills with the ability to prioritize workload and meet deadlines
- An emphatic individual with an ability to listen effectively and understand others
- Keen willingness to learn and strive to improve business operations whilst prioritizing player protection
- Analytical thinker with excellent attention to detail
- Self-motivated and act as a leading example
- Ability to lead others in a humble way and have experience coaching and developing people
To find out more about this great opportunity and many others, get in touch with the Betting Connections team. We have options for speakers of many languages across Europe with positions based in Athens, Thessaloniki, Limassol, Lisbon, Porto, Malta, and elsewhere.
We offer a 250 euro ‘refer a friend’ bonus for successfully placed candidates, so please send us any candidates that you feel might be suitable.