Team Lead Responsible Gambling

The role of the Responsible Gambling Team Lead will be to manage and maintain an efficient and highly skilled 24/7 Responsible Gambling Team. As a Responsible Gambling Team Lead, you’ll be supporting the delivery of responsible gambling, covering assisting and protecting our customer and ensure they are gambling responsibly. This will help us excel at creating a safe environment to stay ahead of the game.

• Lead by example and take accountabilities for all aspects of people management.
• Motivate, encourage, and support the team through frequent check ins and catch ups.
• Foster an environment of trust and openness.
• Prepare and facilitate one Team Meeting each month.
• Focus on effective talent management to maximize team’s potential growth in the business.
• Ensure a robust succession plan is in place for your role.
• Able to hold honest conversations, in the best interest of your team.
• Incubation management: conduct on-boarding, catch ups and probation sign off.
• Provide feedback, mentoring and coaching, as well as reward and recognition.
• Drive team collaboration and knowledge sharing, on player trends and behaviour
• Monthly catch-up sessions including month-to-month Supercharge Your Performance reviews
• Driving Supergroup culture and values.
• You will be responsible for managing the leave of your team members including roster management.
• Support the teams in achieving their development goals.
• Ensure KPI benchmarks are being met and any concerns addressed proactively.
• Frequent QA checks to be conducted throughout shift rotations as per the process to drive consistency with quality.
• Monitor and address QA scores and feedback on areas of strength and areas of development.
• Monthly reporting on trends and performance across the team.
• Ensure development progression for each team member – PDP, OD Sessions, SMART Goals.
• Ensure provision of tools and resources to ensure optimally skilled team members that thoroughly understand the business and all relevant metrics when dealing with customers.
• Operational Awareness: taking ownership and responsibility for the effective execution of player protection processes.
• Able to manage competing priorities, whilst ensuring performance and SLA benchmarks are met.
• Workload monitoring and shift plan of actions.
• Manage refund requests, following correct process and in a timely manner.
• Provide live support to specialists on the floor and to CSC teams.
• Effective and accurate decision making for refunds within threshold.
• Outlook and folder management.
• Ensure that stakeholders are advised on any operational issues and relevant tickets/incidents logged accordingly.
• Constantly review tools and methodology used to ensure an efficient and professional team.
• Compile reports on progress and workloads.
• Provide compliance and responsible gambling process direction to the CSC across all regions.
• Assist with all reporting requests and audits reviews.
• Build rapport with the internal and external departments, to ensure effective collaboration.
• Be the voice and subject matter expert of responsible gambling and customer welfare, when engaging with key stake holders.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

• Tertiary qualification or relevant certification in Psychology/Social Work/Compliance/Risk and Fraud (required)
• Minimum of 12 months experience in leadership (required)
• Responsible Gambling experience (required)
• Knowledge of Responsible Gambling Policies, Procedures, and systems (required)
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required)
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required)
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (required)
• Exceptional attention to detail, ensuring high standards of quality in all outputs (required)
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required)
• Demonstrated consistent behaviour aligned to the organisational culture (required)
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (nice-to-have)
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (nice-to-have)
• Experience in developing and executing customer retention strategies (nice-to-have)
• Proficient in Dynamics 365 (nice-to-have)
• Previous coaching/leadership experience (nice-to-have)
• Understanding regulatory requirements across all markets (nice-to-have)
• Knowledge and understanding of Excel spreadsheets, graphs, and formulas (nice-to-have)
• Experience in generating & compiling reports (nice-to-have)
• Ability to influence, direct and guide (nice-to-have)

• Comprehensive learning and development programmes
• Innovative Performance Tool for regular, constructive feedback
• Employee Assistance programme
• Free Daily Meals
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Curro School Fees Benefit
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• Free Sleep Coaching
• On-site Barista
• Retirement Annuity Subsidy
• Team Builds