Lead a team of Customer Verification Administrators and Safer Gambling Reinstatement employees.
Ensure high standards and efficiency in team duties, focusing on Money Laundering, Safer Gambling, and Affordability risks.
Oversee the processing of reinstatement requests and adherence to correct processes involving Open Source, 3rd party reporting, and internal summaries.
Possess a solid understanding of the SENSE and BISES platforms to identify and address issues, ensuring a seamless and compliant customer journey.
Ensure accurate and efficient review of 3rd party systems by the reinstatement team, escalating risks as appropriate.
Complete file reviews accurately and timely, evaluating team performance through monthly one-on-one reviews and quality assurance.
Identify high-risk or high-spending customers, ensuring appropriate action and liaising with various business areas, including the nominated officer, compliance, and regional operations manager.
Maintain regular communication with the Customer Verification Manager and Player Protection Operational Manager regarding venue and executive communication.
Build strong working relationships with UK office colleagues, particularly retail verification leaders, business partners, and managers.
Ensure the team meets KPIs and SLAs related to the effective identification and mitigation of risks associated with money laundering, safer gambling, and affordability, ensuring customer protection.
Keep up to date with relevant legislation and requirements within the gambling industry.