Player Protection Team Manager

Rank Interactive, the digital arm of the Rank Group plc, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.

Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.

With offices in the UK, Gibraltar, Mauritius & South Africa and being part of a group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.

Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.

Sheffield

Our Customer Solutions Hub is based in the heart of Sheffield, with beautiful views of Victoria Quays and easy access to the town centre. We’re proud of the environment we’ve created and unlike other Contact Centres, we offer a culture of learning, development and fun.

Look at our careers site to find out more: https://careers.rank.com/ 

As the Player Protection Team Manager, you are at the forefront of our commitment to excellence in player protection. Your role is pivotal in ensuring that our Player Protection Team operates seamlessly in alignment with Rank Interactive's rigorous internal processes, which are firmly rooted in compliance with the LCCP (Licensing Conditions and Codes of Practice) guidelines and strategic objectives.

Your mandate goes beyond mere oversight; you hold the key responsibility for escalation, signoff, and approval in critical areas such as safer gambling, enhanced due diligence, and anti-money laundering efforts. You are the guardian of our customers' well-being and the gatekeeper against financial crime.

Collaborating closely with the Player Protection Operation Manager and the Head of Player Protection, you are a driving force behind our company's vision to shield our valued customers and businesses from harm, whether it's related to safer gambling practices or mitigating the risks of money laundering. Your unwavering dedication to these objectives helps us maintain our industry leadership and uphold the highest standards of responsible gaming.

Main Accountabilities & Responsibilities: 

Team Management

• Operational Excellence: Lead and oversee the day-to-day operations of the Player Protection Team, ensuring a seamless and efficient workflow while maintaining the highest standards of quality and compliance. 
• Guideline Adherence: Ensure strict adherence to Rank Interactive's internal processes and policies, consistently aligning with the stringent regulations outlined in the LCCP guidelines. 
• Escalation Authority: Hold the authority for escalating, approving, and providing signoff for critical matters pertaining to safer gambling, enhanced due diligence, and anti-money laundering efforts. 
• Team Collaboration: Foster a collaborative and productive team environment, working closely with the Player Protection Operation Manager and Head of Player Protection to achieve shared goals. 
• Vision Implementation: Play a pivotal role in realising the company's vision of safeguarding both our customers and business interests from potential harm associated with safer gambling and anti-money laundering risks. 
• Risk Mitigation: Identify and address emerging risks promptly, implementing proactive measures to safeguard the organisation and its stakeholders. 
• Continuous Improvement: Drive a culture of continuous improvement within the team, seeking opportunities to enhance processes, tools, and strategies related to player protection. 
• Training and Development: Support the professional growth of team members by providing guidance, coaching, and training as needed to ensure a highly skilled and motivated workforce. 
• Reporting and Documentation: Maintain accurate records and generate insightful reports, facilitating data-driven decisions and regulatory compliance. 
• Stakeholder Communication: Collaborate with internal and external stakeholders, including regulatory bodies, to communicate and implement player protection initiatives effectively. 
• Crisis Management: Lead the team in responding effectively to crisis situations, taking decisive action to mitigate risks and protect the company's reputation. 
• Compliance Oversight: Stay updated on industry trends, regulations, and best practices related to player protection, adapting the team's strategies accordingly. 

Key Responsibilities:

• Conduct Complex Player Investigations: Undertake in-depth player investigations, including cases escalated by stakeholders, to address intricate issues effectively. 
• KPI Adherence: Ensure strict adherence to key performance indicators (KPIs) to maintain operational excellence and regulatory compliance. 
• Suspicious Activity Reporting (SARs): Initiate the submission of suspicious activity reports (SARs) whenever necessary to uphold regulatory standards. 
• Continuous Improvement: Constantly striving for improvement is a shared goal. The Team Manager and MLRO work together to evaluate the effectiveness of existing AML measures and recommend enhancements or adjustments as necessary. 
• Strategic Involvement: Collaborate in shaping the overarching strategy of the Player Protection team and adeptly present it to senior stakeholders. 
• Reporting to Senior Stakeholders: Provide comprehensive player protection overviews for weekly and monthly departmental reports, offering insights to senior stakeholders across the organization. 
• Tier Meeting Documentation: Create and maintain meticulous Tier meeting reports, minutes, and agendas, ensuring the transparency and auditability of all Player Protection meetings. 
• Legal Compliance: Keep the Rank Player Protection Teams well-informed about pertinent legislation and requirements within the dynamic gambling industry landscape. 
• Continuous Learning: Attend training sessions and courses as required, disseminating valuable advice, guidance, and processes to stakeholders and the Player Protection team as needed. 
• Procedural Updates: Craft and update processes and procedures based on regulatory updates, enforcement notices, and guidance to ensure alignment with industry standards. 
• Collaboration with HVC Team: Collaborating effectively with the High-Value Customer (HVC) team is a pivotal aspect of the Team Manager's role. This partnership is instrumental in creating a cohesive and seamless experience for high-value customers, ensuring their satisfaction, continued engagement, and the safeguarding of their interests within the organisation. Importantly, this collaboration ensures that all customer interactions remain compliant with regulatory standards. Both teams work in sync to implement and uphold anti-money laundering (AML) and player protection policies, safeguarding the organisation's integrity while delivering exceptional customer service and ensuring the well-being of HVC customers 
• Account Management Recommendations: Provide recommendations to key stakeholders regarding the management of 'at-risk' customer accounts, contributing to responsible gaming practices. 

By excelling in these accountabilities and responsibilities, you will be instrumental in ensuring Rank Interactive's continued commitment to responsible gaming and regulatory compliance. 

What’s needed for success – Experience & Qualifications: 

Essential: 

• Proven experience in managing teams within a gambling operation or contact centre environment, ideally in a 24/7 setting. 
• Strong people management skills, including performance management, coaching, and team development. 
• Demonstrated ability to manage shift-based operations, ensuring coverage, continuity, and adherence to service standards. 
• Experience in monitoring and driving KPIs, quality assurance, and operational performance. 
• Ability to manage escalations and make decisions under pressure, ensuring compliance with internal policies and procedures. 
• Excellent communication and interpersonal skills, with the ability to lead and motivate teams across different shifts. 
• Strong organisational and time management skills, with a proactive approach to problem-solving. 

Desirable: 

• Familiarity with safer gambling, AML, and LCCP guidelines (training will be provided). 
• Experience working with CRM systems such as Salesforce. 
• Exposure to regulated environments and understanding of customer risk management. 
• Experience supporting vulnerable customers or working in roles with safeguarding responsibilities. 

Other Requirements: 

• Willingness and ability to work shifts and adapt to a flexible rota. 
• Commitment to continuous improvement and learning.

#LI-MS1 #LI-Onsite

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.