Gibraltar
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role
Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral. 

The role is responsible for ensuring we are delivering best in class regulatory processes around Source of Funds, Responsible Gambling and AML in line with the very high bar Entain holds for compliance practices. You will support the Ladbrokes, Coral, Gala and Foxy brands by liaising with these areas of the business to ensure full visibility of these measures and provide regular reports and updates on them and the work of the CDD team.

The role will suit a mid to senior, experienced manager, who is well versed in all aspects of operational management. Experience working in a regulated environment, where there are significant requirements over process excellence, reporting and governance will be critical.

Key Responsibilities:

  • Support our regulatory and responsible gambling agenda to ensure all procedures, policies and practices are delivered by our Commercial customer facing teams, in line with our licensing commitments
  • Quality Assurance of the Commerical customer facing teams to ensure contacts, (phone, email & live chat), provide a high level of customer service while delivering our Policy & Procedures correctly, such as AML & Player Safety.
  • Attend process meetings which cover AML, Customer Protection, Source of Funds and regulatory changes.
  • Ensure that AVT & ARM Procedures are kept up to date and communicating/training changes to the relevant teams.
  • Deep dive where necessary into individual customer cases and escalate players of concern/incidents to these teams on a regular basis.
  • Provide/arrange training to new starters as well as refresher training and updating training record for the customer facing commercial teams.
  • Provide monthly reports to monitor KPIs around SOF & Safer Gambling taking account engagement conversion, Safer Gambling and QA.
  • Monitor competitors to gain an understanding their processes and procedures around AML, Safe
  • Gambling and affordability.
  • Keep key members of the operations team informed of policy changes and new Gambling
  • Commission inquiries ensuring any changes or new policies are communicated in a timely manner and that any changes to process are planned for.
  • Look to find ways to optimise key processes e.g., Source of Funds pass rates and work with the CDD teams to reduce the time taken to review and feed back to customers.
  • Find ways of obtaining customer feedback from players who have been part of these journeys
  • Work with the brand and CX team to develop improvements to journeys
Skills and Experience:
  • Previous experience of providing quality assurance
  • Have an interest and good all-round knowledge of online Gaming with previous experience in a gaming environment.
  • High level of AML, Responsible Gambling and Affordability knowledge.
  • Demonstrate an understanding of business KPIs and an ability to work towards targets.
  • Communicate in a clear, engaging and professional manner
  • Word independently, take appropriate responsibility for actions and make sensible decisions
 
Skills
  • Strong strategic and operational skill set
  • High level understanding of AML and Responsible Gambling responsibilities
  • High level of data and analytical fluency
  • Excellence in both written and oral communication and governance
  • Very high bar for rigour and detail
  • Be calm under pressure, pragmatic and diplomatic
Behaviours:
  • Ability to interact with other departments and manage key stakeholders
  • Communicate in a clear, engaging and professional manner
  • Be self-motivated as you will encounter many challenges and opportunities
  • Be confident in dealing with colleagues within the business at all levels
  • Must be analytical, able to review performance reports, develop strategy and identify the gaps.
  • Must be commercially aware with the ability to report on the commercial impact of RF/SOF and AML limits and change team direction where/when necessary
  • You will have a high interest and good all- round knowledge of online gaming

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.