Player Protection Manager

Based in the heart of Manchester, Grace Media and the Betable Group is built on deep knowledge and a strong commitment to online gaming. We deliver high-quality gaming experiences to customers across casino and bingo sites in both UK and international markets. Our work spans all key areas of the business, including marketing, compliance, B2B account management, financial analysis, customer service, payments and risk. Everything we do is underpinned by a focus on social responsibility, innovation and collaboration.

The Player Protection Manager leads the operational Player Protection function, which brings together safer gambling and financial crime prevention into a single, end to end view of customer risk.

The role is responsible for making sure that policies, tools, and processes designed to prevent player harm and financial crime are applied consistently and effectively in day to day operations. This includes oversight of customer monitoring, outreach and interactions, enhanced due diligence, and decisions on account outcomes.

Working closely with the Head of Compliance, the MLRO and key stakeholders across the business, the Player Protection Manager ensures that customer outcomes, regulatory requirements, and commercial objectives are balanced through proportionate, risk based decision making.

Some occasional travel may be required to attend audits, conferences, training sessions, or other business needs as they arise.

We are seeking a driven, experienced, and forward-thinking compliance professional. This is a significant opportunity to shape the compliance function locally while contributing to broader group initiatives. It is ideally suited to an ambitious individual looking to expand their remit and play a key role in the next phase of our growth.

Key Responsibilities 

Leadership & Team Management 

• Lead, develop, and mentor the Safer Gambling and AML teams. 

• Establish clear objectives, performance standards, and development plans for team members. 

• Conduct regular performance reviews, coaching sessions, and succession planning activities. 

• Foster a culture of accountability, collaboration, and continuous improvement. 

• Ensure adequate resource planning to support operational demand and future business growth. 

Safer Gambling & Player Protection 

• Oversee the implementation and effectiveness of the company's safer gambling framework. 

• Ensure customer interactions are conducted appropriately and in accordance with regulatory expectations. 

• Monitor and enhance customer risk assessment processes, triggers, and intervention strategies. 

• Identify emerging player protection risks and develop mitigation strategies. 

• Work closely with Product and Data teams to optimise responsible gambling tools and player protection models. 

• Maintain oversight of vulnerable customer management processes and outcomes. 

Anti-Money Laundering 

• Manage AML operational processes including customer due diligence, enhanced due diligence, source of funds/wealth reviews, and ongoing monitoring. 

• Ensure suspicious activity is identified, investigated, and escalated appropriately. 

• Support the MLRO and Compliance leadership team in maintaining an effective AML framework. 

• Monitor AML operational performance against regulatory and internal standards. 

• Identify opportunities to improve AML efficiency through automation, tooling, and process enhancement. 

Governance & Compliance 

• Ensure compliance with all applicable regulatory requirements, licence conditions, and internal policies. 

• Produce and present management information (MI), KPI reporting, and risk analysis to senior stakeholders. 

• Support regulatory audits, internal audits, and compliance reviews. 

• Assist in the development and maintenance of policies, procedures, and controls relating to player protection and financial crime. 

• Contribute to regulatory horizon scanning and implementation of new requirements. 

Strategic Development 

• Support the Director of Compliance in defining and executing the player protection strategy. 

• Use data-driven insights to improve customer outcomes and operational efficiency. 

• Evaluate emerging technologies, third-party solutions, and industry best practices. 

• Lead projects focused on enhancing customer protection capabilities and regulatory readiness. 

• Represent the Player Protection function in cross-functional initiatives and senior stakeholder meetings. 

Key Performance Indicators 

• Effectiveness of safer gambling interventions and customer outcomes. 

• AML operational quality and regulatory compliance metrics. 

• Team productivity, quality assurance scores, and service level adherence. 

• Audit and regulatory review outcomes. 

• Continuous improvement delivery and operational efficiency gains. 

• Employee engagement, retention, and development within the function. 

Skills & Experience 

Essential 

• Significant experience within iGaming, gambling compliance, safer gambling, AML, or player protection functions. 

• Demonstrable leadership experience managing operational teams. 

• Strong understanding of UK gambling regulation and player protection requirements. 

• Strong knowledge of AML and financial crime prevention obligations within regulated gambling environments. 

• Experience working with risk-based frameworks and customer monitoring systems. 

• Excellent stakeholder management and communication skills. 

• Strong analytical and decision-making capabilities. 

Desirable 

• Experience managing multi-jurisdictional player protection operations. 

• Project management and change management experience. 

• Experience implementing automated monitoring solutions and risk models. 

• AML, Compliance, or Responsible Gambling professional qualifications. 

Competencies 

• Leadership & People Development 

• Strategic Thinking 

• Risk Management 

• Customer Focus 

• Regulatory Awareness 

• Decision Making 

• Continuous Improvement 

• Stakeholder Management 

• Data-Driven Problem Solving