Fraud, AML & SG Leader - SEU

Job Title: Fraud, AML & SG Leader

Location: Malta/Ceuta/Bulgaria

Grade: M1.1

PokerStars SEU: A growth story you can be part of

PokerStars is part of Flutter Entertainment, the world’s largest sports betting and iGaming operator, with market leading positions in the US and across the world.

As part of our brand’s continual evolution, we’re dialling up the focus on PokerStars Southern Europe, covering France, Portugal and Spain. We combine the ambition of a fast-growing business with the stability and backing of Flutter’s global scale.

We’re building a dynamic team to shape this next chapter with us. You’ll have the freedom to make decisions, take bold moves, and lead game-changing projects. If you’re ambitious, adaptable, and ready to make a difference, you’ll fit right in.

Build the life you want, while making your mark on the future of PokerStars SEU.

Role Overview

The Fraud, AML & Safer Gambling Leader plays a key leadership role in supporting the day-to-day development, performance, and engagement of team members. Reporting to the management team, this role combines ongoing operational oversight with ad hoc responsibilities aligned to SEU Ops Risk strategy and objectives.

You’ll be responsible for managing complex customer issues, overseeing escalated cases, and responding to real-time queries. You’ll also lead by example—providing hands-on training, mentoring, and coaching to ensure the team consistently delivers high-performing results and meets service level expectations.

This role requires a proactive leader who can motivate and influence teams, uphold what we value, and contribute to strategic initiatives. Flexibility to work across various shifts is essential, along with the ability to support cross-functional projects as needed.

What you’ll do:

• Maintain daily service levels across all operational functions.

• Monitor and respond to operational metrics including volumes, KPIs, performance plans, and emerging trends.

• Track intraday shift performance using dashboards and reporting tools, taking timely action where needed.

• Analyse agent output and quality, providing feedback and implementing performance improvements.

• Lead all aspects of people management, including team meetings, coaching, development planning, absence tracking, disciplinary procedures, and performance appraisals.

• Support recruitment through candidate selection, testing, and onboarding.

• Design and implement reward and recognition initiatives to drive engagement

• Resolve agent and system escalations, customer queries, and regulatory complaints with professionalism.

• Collaborate with the Realtime team to optimise agent scheduling and shift coverage.

• Deliver internal content updates and ensure staff are informed of relevant changes.

• Serve as a key contact for cross-functional and departmental projects.

• Communicate directly with customers when needed, modelling empathy and best-practice resolution techniques for team development.

• Manage resources to support efficient product, brand, and license launches with minimal service disruption.

• Develop and implement strategies that drive team performance and operational excellence.

What you’ll bring:

• Proven leadership experience in managing high-performing teams within contact center or gaming environments

• Exceptional people and time management skills, with a track record of developing talent and driving team engagement

• Strong decision-making capabilities, with the ability to act swiftly and motivate teams under pressure

• Demonstrated success in leading diverse, multicultural teams across dynamic operational settings

• Skilled in managing change at both individual and team levels, fostering adaptability and resilience

• Advanced ability to analyse team performance metrics and translate insights into actionable strategies

• Clear and professional communicator, capable of setting expectations and aligning teams with business goals

• Deep passion for customer service and operational excellence

• Outstanding verbal and written communication skills, with active listening and empathy at the core

• Comfortable operating in fast-paced, target-driven environments

• Self-starter with the ability to work independently and collaboratively across departments

Desirable

• Advanced understanding of Poker, Casino, or Sportsbook (online and/or retail)

• Working knowledge of KYC, AML/CFT protocols, and international document verification

• Experience with fraud detection and online payment processing systems

• Proficiency in CRM platforms and internal reporting tools

• Familiarity with the online social gaming industry

• In-depth knowledge of internal policies, procedures, and multi-channel support operations

• Fluency in additional languages (e.g., Italian, Spanish, Portuguese)

What you’ll get:

Malta/Ceuta:

• Discretionary annual performance bonus

• 30 days paid leave

• Health and dental insurance for you, your partner and your children (if you all live at the same address)

• Personal life assurance and partial & permanent disability insurance

• The option to join our company pension scheme

• A personal interest allowance to let you learn something new or pursue a hobby

• Competitive learning fund, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career

• Looking to extend your family? You will receive a cash gift of 1,000 EUR for your new addition whilst working for us

• 26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay

*Benefits may vary based on location*

Equal opportunities:

At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at talent@flutterint.com. Your journey with us is focused on ensuring you have what you need to be your best self.

Learn more about the work we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/