Responsible Gambling Team Lead

Who we are

Were part of Super Group the NYSE-listed digital gaming company behind some of the worlds leading Sports and iGaming brands.

At DigiOutsource we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products customer experience and security. Were empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.

Who were looking for

Were on a thrilling journey of growth and innovation and we need passionate driven individuals to join us. At DigiOutsource every day is action-packed and we expect you to bring your return youll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer Supercharge your career with us and be part of something extraordinary.

Why we need you

Were on a mission to create extraordinary experiences for our customers and we believe that your unique skills passion and superdrive will help us achieve our vision.

The role of the Responsible Gambling Team Lead will be to manage and maintain an efficient and highly skilled 24/7 Responsible Gambling Team.

As a Responsible Gambling Team Lead youll be supporting the delivery of delivery of responsible gambling covering assisting and protecting our customer and ensure they are gambling responsibly. This will help us excel at creating a safe environment to stay ahead of the game.

What youll be doing

As part of your role your responsibilities will include:

• Leadership

  • Lead by example and take accountabilities for all aspects of people management.

  • Motivate encourage and support the team through frequent check ins and catch ups.

  • Foster an environment of trust and openness.

  • Prepare and facilitate one Team Meeting each month.

  • Focus on effective talent management to maximize teams potential growth in the business.

  • Ensure a robust succession plan is in place for your role.

  • Able to hold honest conversations in the best interest of your team.

  • Incubation management: conduct on-boarding catch ups and probation sign off.

  • Provide feedback mentoring and coaching as well as reward and recognition.

  • Drive team collaboration and knowledge sharing on player trends and behaviour

  • Monthly catch-up sessions including month-to-month Supercharge Your Performance reviews

  • Driving Supergroup culture and values.

  • You will be responsible for managing the leave of your team members including roster management.

• Performance Management

  • Support the teams in achieving their development goals.

  • Ensure KPI benchmarks are being met and any concerns addressed proactively.

  • Frequent QA checks to be conducted throughout shift rotations as per the process to drive consistency with quality.

  • Monitor and address QA scores and feedback on areas of strength and areas of development.

  • Monthly reporting on trends and performance across the team.

  • Ensure development progression for each team member PDP OD Sessions SMART Goals.

  • Ensure provision of tools and resources to ensure optimally skilled team members that thoroughly understand the business and all relevant metrics when dealing with customers.

• Workload Management

  • Operational Awareness: taking ownership and responsibility for the effective execution of player protection processes.

  • Able to manage competing priorities whilst ensuring performance and SLA benchmarks are met.

  • Workload monitoring and shift plan of actions.

  • Manage refund requests following correct process and in a timely manner.

  • Provide live support to specialists on the floor and to CSC teams.

  • Effective and accurate decision making for refunds within threshold.

  • Outlook and folder management.

  • Ensure that stakeholders are advised on any operational issues and relevant tickets/incidents logged accordingly.

  • Constantly review tools and methodology used to ensure an efficient and professional team.

  • Compile reports on progress and workloads.

  • Provide compliance and responsible gambling process direction to the CSC across all regions.

  • Assist with all reporting requests and audits reviews.

• Stakeholder Management

  • Build rapport with the internal and external departments to ensure effective collaboration.

  • Be the voice and subject matter expert of responsible gambling and customer welfare when engaging with key stake holders.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills youll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills with the ability to convey complex ideas clearly and effectively

• Experience working collaboratively in cross-functional teams with a focus on achieving shared goals

• Expertise in managing multiple projects simultaneously with a track record of delivering on time and within scope

• Exceptional attention to detail ensuring high standards of quality in all outputs

• Ability to adapt quickly to changing environments and priorities maintaining effectiveness in dynamic situations

• Demonstrated consistent behaviour aligned to the organisational culture

• A degree / diploma qualification (legal accounting fields are relevant)

• Responsible Gambling experience

• Knowledge of Responsible Gambling Policies Procedures and systems.

• Minimum of 12 months experience in leadership.

Desirable skills youve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets including odds calculation betting types and market trends

• Previous experience in the online gaming or casino industry with a strong understanding of player behaviour and industry regulations

• Familiarity with gambling regulations and compliance requirements in various jurisdictions ensuring adherence to legal standards

• Experience in developing and executing customer retention strategies

• Familiarity with gambling regulations and compliance requirements in various jurisdictions ensuring adherence to legal standards

• Experience in developing and executing customer retention strategies

• Proficient in Dynamics 365

• Previous coaching/leadership experience.

• Understanding regulatory requirements across all markets.

• Knowledge and understanding of Excel spreadsheets graphs and formulas.

• Experience in generating & compiling reports.

• Ability to influence direct and guide.

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability

• Ownership and accountability

• Initiating action

• Resilience

• Team orientation

• Integrity

• Innovation

What youll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• Were dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

• Your hard work and achievements wont go unnoticed. Our innovative Performance Tool ensures you receive regular constructive feedback helping you to continuously improve and reach your full potential.

• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

• Free Daily Meal

• Free Massages On-site

• Free On-Site Gym

• Group Life Cover

• Funeral Fund Benefit

• Financial Services Assistance

• Employee Assistance Programme

• Curro School Fees Benefit

• Income Continuation Benefit

• Leadership Training

• Referral Bonus

• Medical Aid Subsidy

• Free Sleep Coaching

• On-site Barista

• Retirement Annuity Subsidy

• Work from home allowance

• Team socials

Be part of that Superclass feeling.

At Super Group diversity is part of our DNA. With teams across 16 countries 85 nationalities and 20 languages we take equal opportunities seriously championing a supportive inclusive and empowering environment wherever you are in the Group.

Its all about putting your experience first and ensuring honesty and fairness in all we do.
Here your growth is supported and your contributions valued.

Game on!