Team Lead Responsible Gambling

About the role

We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We're empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we're looking for We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish, and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary. Why we need you We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. 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 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.

Responsibilities

• As part of your role, your responsibilities will include:
• Leadership
• 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.
• Performance 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.
• Workload Management
• 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.
• Stakeholder Management
• 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.
• Essential skills you'll bring to the table
• The necessary skills that we require for this role include:
• Tertiary qualification or relevant certification in Psychology/Social Work/Compliance/Risk and Fraud
• Minimum of 12 months experience in leadership.
• Responsible Gambling experience
• Knowledge

Benefits

Additional Information

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