Safer Gambling Team Leader

Description

LeoVegas is where the lions play…and work! A fun, agile and fast paced environment connecting 1000+ LeoVegas employees with over 60,000 worldwide employees of MGM Resorts International, as our two leading forces come together. We’re culture focused, so if you’re an innovator, initiator and a team player, give us a roar and join the LeoVegas pride - WINNER of the iGaming Idol 2022 - Employer of the year award!    

Let’s create the world's greatest iGaming experience!    

LeoVegas’ scale-up culture sets a tone of courage and capacity to act. Employees are encouraged to not only say what they think, but also to do the job that is needed - “to make it happen”.     

LeoVegas does not believe in hierarchical structures, but instead that every individual employee plays an important role in the company. We trust that you thrive in these environments.    

Our mission is to create the safest and greatest online gaming experience and our dedicated team of Analysts are at the forefront of identifying and interacting with our customers to educate and inform on how to remain safe whilst enjoying our sites. We are looking to recruit a talented, self-motivated and enthusiastic individual as Safer Gambling Team Leader. The Safer Gambling Team leader will act as support to both the team of Seniors Safer Gambling Analysts and the RG Manager.
 

As our Safer Gambling Team Leader you will…..    

• Be the Reliable Support: Act as a constant point of reference, offering expert guidance and promptly addressing any queries or escalations made by the team.   
• Exceed Collaboration Expectations: Ensure optimal handling of escalations from various departments, including RFP, AML, CS, Legal, Compliance and Project Management Teams   
• Lead SG Procedures: Oversee the correct application of SG procedures, focusing on risk assessment and customer acceptance policies, ensuring we maintain a secure and trusted environment for our players.   
• Ensure a Safe Environment: Escalate any suspicious behaviour promptly through established processes, emphasising the importance of a secure and protected space for our players. Promptly escalating any issues that may impact daily operations to relevant stakeholders, ensuring smooth and effective workflow.   
• Promote Skill Development: Be an expert on first-line routines and payment back offices, coordinating the training of new team members, and continually refining skills to ensure top-notch service.   
• Drive Process Innovation: Collaborate with other Team Leaders to keep policies up to date and introduce new routines and processes based on the evolving needs of the business.   
• Nurture Team Excellence: Work closely with the relevant department stakeholders to conduct quality checks, measure team performance & SLAs, and identify training opportunities for continuous improvement.   
• Inspire Individual Growth: Engage in regular one-to-one sessions with team members, providing constructive feedback to boost performance and foster personal growth.   
• Coordinate Daily Operations: Maintain oversight and efficiently assign daily operational tasks to achieve seamless teamwork and maximum productivity. Taking responsibility for the teams’ schedule – accounting for operational work hours, vacation and sick leave; creating and maintaining schedules for agents in the markets for which you are responsible.   
• Embrace New Challenges: Take on similar ad hoc work as directed by the Manager, contributing to the dynamic and rewarding team environment.   
• Independently determine potential addictive behaviour and act according to agreed procedures with regards to account blocking, conducting further checks and excluding customers.
  
  Your areas of knowledge and experience:  
   
• Minimum 2 year experience in and thorough knowledge of SG.   
• At least 2 years experience within an operations team in the iGaming industry is a must.   
• Extremely organised and able to follow tight deadlines.   
• Critical Thinking: Employing logical and objective reasoning to assess SG risks and make informed decisions. Thoroughness in conducting SG checks and investigations to ensure accuracy and compliance.   
• Communication Skills: Clear and effective communication with team members, stakeholders, and external agencies, especially when reporting SG matters.   
• Adaptability: Being flexible in a dynamic regulatory environment and adapting to changes in SG procedures and best practices.Being proactive in staying updated with SG trends, industry best practices, and emerging threats.   
• Time Management: Efficiently managing workload and meeting deadlines for SG reporting and investigations.   
• Technological Proficiency: Familiarity with SG softwares, JIRA, Tableau, Zendesk,   
• Organisational Skills: Managing multiple SG cases and documentation while ensuring compliance with regulatory requirements.   
• Legal and Regulatory Awareness: Understanding relevant gaming regulations, and compliance obligations. Preparing clear and concise SG reports for management and regulatory bodies   
• Leadership Skills: Demonstrating leadership qualities to guide and mentor SG teams effectively. Upholding high ethical standards in handling sensitive SG information and maintaining confidentiality.   
• Customer Service Orientation: Balancing SG compliance with maintaining a positive customer experience.   
• Reports to RG Manager
     

Our Culture:    

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

At LeoVegas Mobile Gaming Group we firmly believe that our diversity is what makes us unique and that everyone and anyone is welcome to enjoy the ride -  regardless of age, gender, disability, race, national or ethnic origin, religion, language, marital or civil partnership status, political beliefs and sexual orientation.     

We are highly committed to uphold a high level of diversity and inclusion throughout our entire group. Being a global company with a widely diverse customer base makes it essential for our workforce to be a reflection of this.    

By doing so, we believe we will achieve the best possible customer experience and create better value to our shareholders by doing so.    

Hybrid Working:    

At LeoVegas we have introduced a hybrid working environment that enables our employees to come together and collaborate in person, whilst offering ongoing flexibility to work from home. We all work from the office two days per week, and three days at home.    

Compensation & Benefits:    

• Competitive salary based on your experience    

• Well-being allowance to support your active lifestyle.    

• Work from anywhere in the world for up to 4 weeks per year    

• Private health insurance to keep our Team Leo healthy and happy.    

• Personal development plan to help you reach your goals and ambitions.    

• Employee assistance program to help and guide you in challenging moments.    

• Roaring discounts all over Malta island for you to explore.    

• Team activities and events to have some well deserved break and a bit of fun!    

• If you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight.