Player Protection Lead

**The Role**

You'll be responsible for safeguarding our customers and the business by analysing and assuring compliance to key/high risk operational processes in areas of Addiction Prevention, Source of funds/wealth and AML. You'll be accountable for analysis, documentation and escalation of all findings. You will be an integral part of process changes, accountable for documenting processes and controls, and for reporting on their status. Everything you do will be driven by doing the right thing for the customer. As we are a 24/7 business, flexibility regarding working hours is required.

LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.

We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.
- We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you._

**Key Responsibilities**
- Regulations: Review all procedures, QA and policy to ensure regulatory requirements are being met. Conduct ad hoc audits to provide regular feedback to key stakeholders and oversee the change management process. Work alongside the Head of Responsible Gambling in implementing new procedures in line with KSA/NOGA guidance
- Operational: Oversee the management of the operation (KPIs, forecasting, quality). Work with your Team Leaders to ensure staffing levels, processes, regulatory requirements, and excellent customer service is being delivered. Take ownership of escalated complaints and share the learnings with the department.
- Culture: Foster an atmosphere of trust and open dialogue. Ensure staff are working in an environment where they can voice questions, suggestions, or constructive feedback. Provide support and coaching rather than criticism, even where mistakes have been made. Treat everyone fairly, equally and with respect.
- Developing Team Performance: Lead by example and take accountability for dealing with all aspects of people management. Recognise key motivators in the working environment, people's different motivational needs, and identify techniques to motivate your team. Take an active interest in, and support, everyone's personal development.
- Task Management: Handling multiple tasks concurrently, supporting your Team Leaders to implement and execute new initiatives.
- Recruitment/Resource Management: Be creative and have fun, find the right people for the business and team. Effectively manage and work with stakeholders to align resource with site activity e.g. campaigns, thinking business and player needs.
- Continuous Improvements: Empower your team to achieve a best in class experience by embedding quality and service standards. Analyse and monitor performance in order to continuously improve. This will include producing reports to present to key stakeholders.
- Team Collaboration: Advise the team of trends in player's behaviours and other demographic information to enhance their understanding of impact. Ensure the team are aware of regulatory updates and changes.
- Compliance: Responsible for understanding and ensuring staff are compliant with internal Addiction Prevention, AML, source of funds/wealth and KSA policies and procedures.
- Relationships: Build strong relationships and work collaboratively with Key Stakeholders

**Skills, Knowledge and Experience**
- Languages: Native Dutch, advanced writer. Fluent English, advanced writer.
- Compliance expert (preferably in NL territory) with demonstratable experience
- Experience of managing, leading and developing a successful team
- Possess good IT skills and have experience using the CRM systems
- Knowledge and understanding of the competitor landscape, including experience of online gaming and Responsible Gambling regulations would be an advantage
- Ability to drive the team forward in terms of goals and cultural change
- Provide feedback, mentoring and coaching, as well as reward and recognition
- Good interpersonal skills and the ability to build rapport at all leve