Safer Gambling Process & Procedures Manager

About the role

The Safer Gambling Process & Procedures Manager will lead the governance, review and continuous improvement of Safer Gambling processes and Standard Operating Procedures. This role ensures that all procedures remain compliant, efficient, auditable and aligned with regulatory requirements and customer protection goals.

Key responsibilities

• Own, create, maintain and regularly review Safer Gambling SOPs to reflect current regulations and internal controls.
• Ensure processes are compliant, current, efficient and can be evidenced for audit and regulatory review.
• Lead routine and ad‑hoc reviews of customer journeys, account reviews, escalations and system outputs to identify gaps or inefficiencies.
• Use data, management information and quality findings to assess the effectiveness of Safer Gambling policies and procedures.
• Collaborate with Safer Gambling Operations, Regulatory Compliance, Internal Audit, Risk, Technology and other stakeholders to implement process improvements.
• Maintain a clear SOP review schedule, version control and approval process.
• Develop process maps, guidance notes, checklists and supporting materials for consistent operational application.
• Identify risks and control weaknesses, recommending practical improvements.
• Support audit, assurance and regulatory activities by providing complete and accurate documentation.
• Contribute to training materials and briefings to embed SOP changes across the operational team.

Required profile

• Proven experience in Safer Gambling, compliance or regulatory process management within the online betting or gaming sector.
• Strong analytical skills with the ability to use data and management information to drive improvements.
• Excellent stakeholder management, working closely with operations, risk, audit and technology teams.
• Detail‑oriented with a focus on maintaining accurate documentation and version control.
• Ability to identify process risks and implement proportionate control enhancements.

Required skills