Player Protection Team Leader

Key Responsibilities / Duties:

• Allocation of daily work tasks and supporting the officers where there is a need to maintain service levels, use of allocation sheets and shift reports.
• Ensure we are fully compliant with the GBGC and GGC LCCP. UK AML regulation and the Gibraltar Money Laundering regulations. All licencing objectives are adhered to.
• Monitor activity; improve operating efficiency and the contact handling quality. Prepare and deliver performance appraisals.
• Educate, develop, and motivate staff to meet or exceed service levels, quality and operational expectations.
• Investigate and manage potential Safer Gambling & Enhanced Due Diligence escalated cases through to resolution, ensuring compliance with the relevant legislation and regulations.
• Acting as first point of contact for escalated queries ensuring Officers are shown how to deal with such queries in the future.
• Carry out customer interactions on email, chat and telephone. These calls are of a sensitive nature with some difficult conversations, situations, and personal issues.
• Review and analyse Source of Wealth (SOW) funds/wealth documentation to ensure that customers are gambling with legitimately derived income and affordability concerns have been identified and addressed.
• Review Enhanced Due Diligence reports and make decisions as to how the business relationship can continue with the customer, thoroughly documenting the rationale behind the decision.
• Resolve escalated customer queries and completing account reviews and summaries for the Player Protection Managers.
• Ensure all systems are functioning and working efficiently.
• Make random checks of the contact inflow volume, quality of replies and handling time, review with the Officers individually.
• Ensure that all incoming queries are dealt with accurately and in a timely manner.
• Deputising for a Player Protection manager if required.

Key Working Relationships:

• Reporting directly to the Player Protection Managers.
• Working closely with the Head of Compliance Operations.
• Key relationships with EDD Officers, Safer Gambling Officers, Payments & Security Team, Contact Centre, Account Management Team, Operational Excellence Team, and Internal Audit.
• Working closely with the Player Protection Managers to ensure consistent approach in work practices.
• Communicate with other teams and departments to handle various projects as required.
• Liaising with Compliance/MLRO to ensure suspicious activity is highlighted for investigation.

Person Specification, Skills, Experience & Qualifications:

• Highly motivated, with strong organisational skills.
• Be flexible and be able to positively react to change.
• Experience of working within an EDD, SG or compliance environment; in particular, experience of reviewing and making key decisions based on customer information.
• Strong 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 AML Laws, Gibraltar Money Laundering Regulations and GBGC /GGC LCCP’s.
• 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

Working hours:

• 40 hours per week including weekends, and night shifts.