Safer Gambling Manager

About GIMO: Global Interactive Marketing Online (GIMO) Global Interactive Marketing Online (GIMO) is a London based leading independent marketing agency and software developer within the iGaming industry. GIMO works in close partnership with leading global gaming brands such as NetBet, 777, and betFIRST. About Netbet Brand: Since 2006, NetBet has delivered the ultimate online casino and sportsbook experience for its players across the globe. Alongside sports betting and casino, players have also enjoyed Lotto, Live Casino, and Poker products. With access to multiple languages across all its registered markets, thousands of industry-leading casino games, and daily sports events, NetBet has evolved into one of the world’s favourite online gaming brands. NetBet provides users with a friendly environment, total security, and reliable navigation. Its features are recognised by flagship organisations specialising in regulating and controlling online gaming sites. To enrich player trust and protection NetBet has several gaming licences from across the world including MGA, UK, Mexico, Denmark, Greece, France, Romania, and Italy. This ensures that NetBet operates in line with the rules and regulations of each jurisdiction and that players receive the best possible service. Objective of Role : The primary responsibility of this role is to help create a safe environment for our customers (players). The Responsible Gambling Manager is to make sure that he protects customers who show signs and behaviors of problem gambling across all markets and brands for which GIMO provides services. Responsible Gambling: Reporting to the Head of Compliance. You will provide regular updates on license impacting issues or concerns, both present and potential. Manage all SG officers (Player Protection Officers and Player Protection Specialists) performance to maintain and improve standards. Oversee and ensure the Customer Review Team meet their KPI’s – Manage this team in a cost-effective way. Design and deliver solutions that can improve cost-effective compliance across all markets. Communicating professionally and confidently with stakeholders including colleagues, VIP managers, Risk team, AML team and customer relations as part of the RG process. Ensure that all policies and procedures are drafted, implemented and adhered to across all markets. Supervise operational activity (volumes, key performance indicators/metrics, performance plans, trends, etc.) This must include the PPO, PPS and CRT Regularly review the team structure and systems to determine where changes can be made Manage resources within SG including PPO, PPS and CRT Ensure compliance across multiple licenses on the subject of responsible gaming, including ensuring complaints are handled appropriately and resolved in the required timeframe Report, and analyses agent performance output and quality General Compliance : Provide additional support to the Head of Compliance and team where and when required. Participation in ad hoc and project work as required e.g. remediation projects, process changes. Technical knowledge: Confident in using Microsoft Excel, Word and PowerPoint, RMS, JIRA and new systems that are implemented within the business Language proficiency – English Able to speak the language with sufficient structural accuracy and vocabulary to participate effectively in most formal and informal conversations on practical, social, and professional topics.