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About The Role
Role Purpose:

Working within Customer Commercial Operation team across Manila and the UK you will be responsible for the day to day Management of the RG (Responsible Gambling) Team in Manila whilst ensuring that all operational procedures and other directives are adhered to.

The role requires an individual who can provide support in undertaking managerial duties and the development of the team, whilst acting as a key point of contact and escalation for the department. Regular liaison with the UK RG Management team will be essential for both reporting and keeping the team updated on new processes and regulatory changes.  

Key responsibilities

  • Fully understand how Responsible Gambling affects our customers and our company, through regular review of regulatory changes and the tools we have in place to protect the vulnerable
  • Understand the Company Harm Minimisation Policy, RG tools available and how to deal with customers exhibiting gambling issues
  • Ensure that the team are compliant with Gambling Regulations, PCI rules and Anti-Money Laundering guidelines at all times
  • Responsible for the daily and weekly quality assurance checks, distribution of workloads, reporting, coaching/mentoring, as well as monitoring and recording holiday and sickness
  • Ensure there is adequate coverage for shifts through regular review of staffing, sickness and holiday including amendments to the working rota
  • Ensure daily, weekly and monthly RG reports are accurate and are shared with the relevant business stakeholders
  • Triage and carry out investigation of problems reported, resolve where feasible or escalate to the Woking RG Team
  • Develop RG processes by documenting as-is processes and suggesting enhancements where possible
  • Ensure RG QA processes, forms, checklists and templates are maintained and kept in the product knowledge-base
  • Maintenance and development of training materials using GCI’s knowledgebase to store and share material
  • Work across the team to identify knowledge gaps and delivery training
  • Participate as subject matter expert in project process and documentation review, test plans, and build activities to support the RG team in its delivery
  • Set, monitor and report on key measurable objectives
  • Carry out regular 1-2-1’s, which feed into the performance review process
  • Carryout regular quality checking and feed results into performance reviews
  • Accountable for providing support in meeting and exceeding departmental SLAs and KPI’s
  • Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives
  • Act as business contact out of core hours
  • Deliver robust operational performance plans, to meet raised workloads during peak events
  • Provide a defined development path for staff through regular coaching and mentoring
  • Any other duties as required by management
Qualifications and Educational Requirements
  • A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced.
  • Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working.
  • A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation.
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Specialist Skills and Experience Required
  • 3 to 5 years of experience with managing large teams
  • Excellent Leadership and Motivational skills
  • Skilled communicator able to act in a diplomatic and professional manner, whilst upholding the company’s regulatory requirements and ethical stance in the industry
  • Excellent analytical, problem solving, and time management skills
  • Have the ability to work as part of a team and independently, with good interpersonal skills
  • Highest work standards with a strong service orientation - a "client first" culture
  • Ability to be self-motivated, organised and work flexibly in a time pressured environment
  • A great attitude and desire to help our customers
  • Reliable with a strong work ethic
  • A flexible approach to work schedules and shift patterns
  • Able to react to company needs
  • Common-sense
  • A proactive and ‘can do’ approach
  • Confidence to interact with people across the company and from any office location
  • A winning mentality
  • Quality of service and going the extra mile is at the heart of your service approach