Responsible Gaming Manager

Take the reins as the Responsible Gaming Manager at a leading iGaming company in Cape Town! You will play a vital role in proactively and reactively monitoring customer activity, identifying problem gambling indicators, and implementing necessary measures to mitigate risks. Their primary objective is to promote responsible gambling practices, safeguard vulnerable customers, and uphold regulatory compliance within the dynamic landscape of the online gambling industry. Does this job sound like the perfect challenge for you? Together, youll champion responsible gaming and raise the bar for player protection in the thrilling world of iGaming.

Your key job responsibilities as the Responsible Gaming Manager in Cape Town will include:

• Independently determine potential addictive behaviour and take appropriate actions, such as account blocking and conducting further checks
• Conduct proactive and reactive analysis of transactional and customer records to identify and link unidentified transactions and accounts to known gambling addicted and underage accounts
• Investigate suspicious accounts, both internal and external, and maintain proper analysis, follow-up, and record-keeping
• Monitor responsible gaming profiles and detect problem gamblers using back-office tools
• Perform customer checks and request KYC documents to ensure compliance with regulatory requirements
• Suggest improvements to existing policies and procedures
• Stay up to date with responsible gambling regulations, policies, procedures, and best practices
• Specialise in detecting and preventing underage and gambling addicted activity
• Handle and resolve customer complaints related to responsible gambling
• Provide professional assistance to customer queries escalated by the support department
• Proactively follow up on previously escalated cases and customer queries
• Perform customer interaction via chat, email, and telephone to assist in controlling gambling behaviour
• Undertake necessary administration work and record-keeping
• Assist other teams (CS, R&F, Legal & Compliance) in responsible gambling queries
• Provide staff training on responsible gambling practices

Requirements for this Responsible Gaming Manager job in Cape Town:

• Tertiary Experience (Bachelor Degree preferred)
• Previous experience in a similar role within the iGaming industry or a related field
• Familiarity with global online regulations and responsible gambling practices (preferred MGA Malta Gaming Authority)
• Must have MGA knowledge
• Must have experience in the gambling industry
• Experience in independently identifying potential addictive behaviour and taking appropriate actions
• Proven ability to conduct proactive and reactive analysis of customer records
• Familiarity with responsible gambling indicators and best practices
• Knowledge of regulatory requirements and compliance related to responsible gambling

Desirable Criteria

• Expertise in responsible gambling and problem gambling analysis
• Experience in customer interaction with problem gamblers
• Awareness of fraud prevention and anti-money laundering measures
• Motivated and achievement-oriented mindset
• Availability for shift work, including weekends and public holidays

If you meet the above requirements for this Responsible Gaming Manager job in Cape Town, we would like to hear from you!