Description

Position at LeoVegas Group

ABOUT THE ROLE

We’re looking for a Head o Player Sustanability to join LeoVegas and take ownership of our RG operations, drive strategy, efficiency, and compliance across the Nordic Market. Reporting to the Director of Player Sustainability, you’ll lead and support the RG leadership team, ensuring the highest standards of player protection while fostering collaboration with key departments such as Compliance, Customer Support, Risk & Fraud, and AML. If you thrive in a fast-paced environment, can balance operational effectiveness with regulatory requirements, and are eager to shape the future of RG at LeoVegas, we’d love to hear from you!

YOU WILL BE RESPONSIBLE FOR:

• Localise RG tools, messaging, and procedures per market, working closely with country teams to ensure relevance and compliance with a particular focus on Nordics.
• Oversee RG risk flagging, escalation, and case management workflows, ensuring timely and consistent intervention for at-risk users
• Own the day-to-day execution of RG processes across customer touchpoints, ensuring quality, consistency, and service level adherence
• Manage and coach frontline RG operational teams, including RG analysts, escalation handlers, and RG case owners
• Monitor operational KPIs such as contact rates, tool uptake, resolution times, and customer satisfaction for RG-related interactions
• Drive continuous improvement in RG operational efficiency, implementing process optimisation and automation where appropriate
• Ensure systems used for RG flagging and case management are maintained, functional, and scalable
• Support QA and training teams by feeding back operational pain points, edge cases, and tooling limitations
• Conduct post-mortem and root cause analysis on missed RG cases or escalations, applying learnings to improve performance
• Maintain a high-quality operational playbook that evolves with emerging harm markers, tools, and regulatory expectations
• Ensure 24/7 readiness and continuity for RG operations, including coverage planning and incident escalation protocols
• Own the end-to-end RG customer journey, ensuring RG is embedded without compromising customer experience
• Map customer journeys across products and markets to identify RG opportunities and gaps; solving the silos problem
• Collaborate with country teams to ensure RG approaches are localised and culturally informed
• Represent the company in external RG forums and industry discussions (in absence of director of PS)
• Act as internal liaison for cross-departmental strategic alignment on RG

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

• Proven experience in a leadership role within Responsible Gaming, compliance, or a related operational area within the iGaming industry.
• Strong understanding of RG practices, licensing requirements, and compliance frameworks across multiple jurisdictions.
• Exceptional leadership and team management skills, with a proven ability to inspire and develop high-performing teams.
• Strategic thinker with a customer-centric mindset and a track record of defining and delivering operational roadmaps.
• Excellent analytical skills, with the ability to interpret data and provide actionable insights.
• Strong interpersonal and communication skills to foster collaboration across departments.
• A proactive and solutions-oriented approach to problem-solving.
• Familiarity with key operational areas such as Customer Support, AML, and Risk and Payments is an advantage.

WHO WE ARE

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices worldwide.

BENEFITS

• Hybrid work policy
• 4 weeks of Workation (T&C apply)
• Well-being allowance to support your active lifestyle
• Private health insurance
• Discounts across a range of retailers, gyms, bars & restaurants
• Our office provides complimentary snacks and drinks; on Mondays, we serve complimentary breakfast.
• We offer an employee assistance program that can provide help and guidance during challenging moments.
• For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!

As our company working language is English, we’d like to see your CV in English, please