CDD & RG Manager

Description

Are you ready to lead a critical team at the forefront of player protection and compliance? We’re seeking a seasoned CDD & RG Manager to take ownership of our Customer Due Diligence and Responsible Gaming strategy.

You’ll set and implement the vision for CDD and RG, collaborating closely with Compliance, Legal, Customer Service, and Technical teams. With a business-driven mindset, you’ll continuously enhance processes through data-led decisions, quality assurance, and resource optimisation, all while ensuring regulatory compliance and delivering best-in-class customer experiences.

If you thrive in a fast-paced environment, champion customer-centric outcomes, and have proven skills in team leadership, escalation management, and cross-functional collaboration—you could be the leader to elevate our CDD and RG operations to the next level.

So, what will you be doing?

• Leading and managing the Customer Due Diligence team, including line management, team performance, and service delivery.
• Developing, implementing, and communicating the Responsible Gaming (RG) and CDD strategy in line with company vision and regulatory requirements.
• Overseeing Know Your Customer (KYC), social responsibility, anti-money laundering and fraud prevention processes.
• Ensuring operational compliance with internal policies and external regulations, minimising business risk.
• Championing customer experience throughout the CDD and RG journey, driving continuous improvement initiatives.
• Optimising resources and processes to efficiently handle customer contacts, back-office investigations, and workflow management.
• Producing, reviewing and acting upon daily, weekly, and monthly management information, reporting insights and trends.
• Collaborating closely with Compliance, Legal, other Operations teams, and external vendors to implement improvements and resolve issues.
• Acting as an escalation point and key decision maker on complex CDD and RG cases and 1st-level complaints.
• Leading team development and succession planning and fostering a positive team culture.

And what are we looking for?

• Possess experience managing a multi skilled team.
• Be commercially minded, with a pragmatic approach to compliance.
• Possess the ability to build and maintain strong working relationships with stakeholders at all levels.
• Have excellent communication skills, both written and verbal, with the ability to engage effectively with internal and external stakeholders.
• Possess excellent organisational and time management skills, with the ability to prioritise and manage multiple demands.
• Possess strong analytical skills with the ability to evaluate complex situations, identify risks, and make data-driven decisions.
• Have a flexible approach to regulatory and business changes, continuously seeking and implementing improvements.
• Be a collaborative Leadership: Promotes teamwork, cross-department engagement, and maintains excellent relationships at all levels.

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

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