Job Description

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Who we areWexe2x80x99re part of Super Group, the NYSE-listed digital gaming company behind some of the worldxe2x80x99s 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. Wexe2x80x99re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.Who wexe2x80x99re looking forWexe2x80x99re 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 A-game. In return, youxe2x80x99ll 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 youWexe2x80x99re 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, youxe2x80x99ll 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 youxe2x80x99ll be doingAs part of your role, your responsibilities will include:LeadershipLead 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 teamxe2x80x99s 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 behaviourMonthly catch-up sessions including month-to-month Supercharge Your Performance reviewsDriving Supergroup culture and values.You will be responsible for managing the leave of your team members including roster management.Performance ManagementSupport 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 xe2x80x93 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 ManagementOperational 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 ManagementBuild 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 youxe2x80x99ll bring to the tableThe necessary skills that we require for this role include:Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectivelyExperience working collaboratively in cross-functional teams, with a focus on achieving shared goalsExpertise in managing multiple projects simultaneously, with a track record of delivering on time and within scopeExceptional attention to detail, ensuring high standards of quality in all outputsAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situationsDemonstrated consistent behaviour aligned to the organisational cultureA degree / diploma qualification (legal, accounting fields are relevant)Responsible Gambling experienceKnowledge of Responsible Gambling Policies, Procedures, and systems.Minimum of 12 months experience in leadership.Desirable skills youxe2x80x99ve got up your sleeveIt 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 trendsPrevious experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulationsFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standardsExperience in developing and executing customer retention strategiesFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standardsExperience in developing and executing customer retention strategiesProficient in Dynamics 365Previous 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-negotiablesOur 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:AdaptabilityOwnership and accountabilityInitiating actionResilienceTeam orientationIntegrityInnovationWhat youxe2x80x99ll get backWe offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:Wexe2x80x99re 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 wonxe2x80x99t 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 MealFree Massages On-siteFree On-Site GymGroup Life CoverFuneral Fund BenefitFinancial Services AssistanceEmployee Assistance ProgrammeCurro School Fees BenefitIncome Continuation BenefitLeadership TrainingReferral BonusMedical Aid SubsidyFree Sleep CoachingOn-site BaristaRetirement Annuity SubsidyWork from home allowanceTeam socialsBe 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.Itxe2x80x99s 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!This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.To view all current vacancies, please visit our website,Should you not hear from us within 2 weeks, please deem your application as unsuccessful.The perfect place to work, play and grow!