Safer Gambling Operations Manager

About the role

The Safer Gambling Operations Manager will lead the day‑to‑day activities of the Safer Gambling operational team, ensuring that all procedures are applied consistently and that customers receive timely, empathetic support. Reporting to the Head of Safer Gambling, this role combines people management, performance oversight, and regulatory compliance within a fast‑growing online betting environment.

Key responsibilities

• Lead and coach Team Leaders, fostering high performance, quality standards and customer protection.
• Oversee daily operational performance, including workload management, service‑level adherence, case handling quality and team capacity.
• Act as escalation point for complex Safer Gambling cases, ensuring investigations meet legislative and regulatory requirements.
• Support Team Leaders and Safer Gambling Officers in handling sensitive customer interactions across email, chat and phone.
• Identify operational risks, process gaps and recurring issues, and recommend improvements.
• Collaborate with the Process and Procedures Manager to update SOPs and drive continuous improvement.
• Maintain and optimise Safer Gambling detection systems to meet operational needs.
• Provide regular operational reporting and insights to senior leadership.
• Deputise for the Head of Safer Gambling in stakeholder meetings and cross‑functional discussions.

Required profile

• Proven experience leading operational teams in a regulated gambling or gaming environment.
• Strong understanding of Safer Gambling legislation, regulatory expectations and compliance best practices.
• Excellent communication and stakeholder management skills, with the ability to handle sensitive customer situations.
• Analytical mindset to identify risks, process inefficiencies and drive improvements.
• Ability to coach, develop and motivate team members to achieve high standards.

Required skills