Safer Gambling Operations Manager

Safer Gambling Operations Manager | Gibraltar | On-site
BVGroup brings over 80 years of expertise to every bet, delivering technology-driven betting and gaming experiences to a global audience.

BetVictor is our flagship B2C brand, complemented by multiple partner brands we manage and service such as Heart Bingo, talkSPORT BET to name but a few. Our SaaS platform is fully developed and ready to deploy, requiring minimal setup and no complex configuration.

Join us at BVGroup and make an impact in a fast-paced, global industry. Collaborate with passionate experts, tackle exciting challenges, and help define the next generation of online sports betting and gaming.

Purpose of the role:

As the Safer Gambling Operations Manager you will be responsible for the day-to-day leadership, performance and delivery of the Safer Gambling operational team. The role will manage the Team Leaders and provide oversight of the wider operational team to ensure that Safer Gambling procedures are followed consistently, service levels are maintained, escalated cases are handled effectively, and customers receive appropriate, timely and empathetic support.
Key Responsibilities:

• Leading the Safer Gambling operational teams, working closely with Team Leaders to ensure operational procedures are adhered to and consistently applied. 
• Manage, coach and develop Team Leaders, supporting them to lead their teams effectively and maintain high standards of performance, quality and customer protection. 
• Oversee daily operational performance, including workload management, service levels, case handling standards, quality outcomes and team capacity. 
• Acting as the escalation point for complex Safer Gambling cases, ensuring appropriate investigation, resolution and compliance with relevant legislative and regulatory requirements. 
• Support Team Leaders and Safer Gambling Officers with difficult or sensitive customer interactions across email, chat and telephone. 
• Ensuring customer interactions are handled professionally, empathetically and in line with internal procedures, licensing objectives and regulatory expectations. 
• Identify operational risks, process gaps and recurring issues within the customer journey, escalating themes and recommending improvements where required. 
• Working with the Process and Procedures Manager to ensure operational feedback is reflected in process reviews, SOP updates and continuous improvement activity. 
• Supporting the maintenance, integration and optimisation of Safer Gambling detection systems to ensure they meet operational needs. 
• Provide regular operational reporting, insight and updates to the Head of Safer Gambling, including performance, risks, escalations and improvement opportunities. 
• Ensure training, coaching and feedback are delivered regularly to support colleague capability and consistent decision-making. 
• Deputise for the Head of Safer Gambling as required in relation to operational matters, stakeholder meetings and cross-functional discussions. 

Key skills and experience:

• Operational leadership experience within Safer Gambling, Compliance Operations, Customer Operations or a comparable regulated environment. 
• Experience managing Team Leaders or people managers within a high-volume operational setting. 
• Understanding of Safer Gambling obligations, customer interaction standards, escalation handling and player protection principles. 
• Ability to make balanced, risk-based decisions in sensitive and time-critical situations. 
• Coaching, communication and stakeholder management skills. 
• Experience working with detection systems, workflow tools, case management processes and operational reporting. 
• High attention to detail, strong organisational skills and a continuous improvement in mindset. 

How we hire:
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.
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