Safer Gambling Manager

Come and join our journey!

At Immense Group, we are guided by our core values of passion, boldness, and integrity. We strive to create an environment where our people thrive, driven by a commitment to creating safer player experiences and promoting responsible gambling across our operations. If you’re passionate about leadership, operational excellence, and safer gambling, bold in your approach, and act with integrity, we’d love for you to join our team as a Safer Gambling Manager.

A taste of what you’ll do 

Team Leadership & Development

• Oversee and evaluate the performance of Safer Gambling Team Leaders (SG TLs), providing constructive feedback and identifying development areas.
• Actively participate in the recruitment and onboarding of new team members.
• Lead and motivate team members, fostering a positive and engaging work environment.
• Perform quality assurance on analysts’ outputs, delivering timely feedback while identifying training and knowledge gaps.
• Develop and implement a Safer Gambling training strategy across all departments, delivering training sessions as needed.

Regulatory Compliance & Responsible Gambling

• Stay updated on regulations, policies, and best practices related to Safer Gambling.
• Ensure SLAs are met by conducting regular quality checks and driving continuous performance improvement.
• Work closely with internal stakeholders to enhance product features, ensuring a proactive approach to Safer Gambling.
• Assist in regulatory audits conducted by licensing authorities, including but not limited to MGA, UKGC, DGA, AGCO, SGA, and DGOJ.
• Safeguard vulnerable players by monitoring gambling behaviours, making direct contact when necessary, and taking appropriate actions such as account reviews, exclusions, and follow-ups.
• Independently assess potential gambling-related harm, taking actions in line with established procedures.

Reporting & Process Improvement

• Prepare and review weekly and monthly reports, including those for SG Committee meetings, ensuring accurate data presentation and compliance insights.
• Collaborate with Workforce Management to analyse and monitor daily, weekly, and monthly performance data, identifying areas for improvement.
• Utilize team analyses to advise on product improvements, aligning with Videoslots’ Safer Gambling strategy.
• Optimize internal processes to enhance efficiency and recommend improvements where necessary.
• Support implementation of operational automation and workflow improvement initiatives related to Safer Gambling processes and reporting.
• Identify operational inefficiencies and recommend process optimisation opportunities to improve scalability, consistency, and operational control.
• Contribute to development of operational reporting structures and monitoring tools to support data-driven decision making.

Player Support & Escalation Management

• Promote Safer Gambling awareness across the organization to ensure customers have access to the best tools and support.
• Manage player escalations from other departments, ensuring compliance while providing player support.
• Provide guidance on department queries and complaints, including support outside standard working hours when required.
• Support the COO with ad hoc tasks and projects aligned with the company’s Safer Gambling strategy.
• Foster a strong ethical culture of responsible gambling through continuous awareness initiatives.

Additional Responsibilities

• Perform any other tasks necessary to ensure the effective functioning of the Safer Gambling department.

Who and what we are after? 

• Undergraduate degree and/or professional stake
• Few years’ experience working in the field of Safer Gambling
• Keen interest in the psychology of addiction, regulatory and compliance knowledge
• Flexibility and able to adapt to changing priorities with a positive mindset
• Excellent organisational and time management skills with the ability to prioritise workload and meet deadlines
• Emphatic individual with an ability to listen effectively and understand others
• Keen willingness to learn and strive to improve business operations whilst prioritising player protection
• Analytical thinker with excellent attention to detail
• Self-motivated and act as a leading example
• Ability to Lead others in a humble way and have experience coaching and developing people
  

Employee benefits 
 

• Private health insurance – because your wellbeing matters to us 

• Wellness allowance – up to €300 per year 

• Fresh and healthy Breakfast & Lunch
  prepared everyday in our penthouse kitchen – you can save up to €3,000 a year 

• Birthday leave – as we want you to celebrate your day 
  
• Performance bonus - based on your individual performance

• Company and team-building events – trust us, these are legendary 

• Relocation package to Malta, including flight and two weeks of accommodation 

Please take the time to read our Candidate Privacy Policy – Immense prior to clicking ‘apply’.