Safer Gambling Operations Manager
The Safer Gambling Operations Manager is responsible for the day-to-day leadership, performance, and delivery of the Safer Gambling operational team at BV Group. The role involves managing Team Leaders and providing oversight of the wider operational team to ensure that Safer Gambling procedures are followed consistently.
This position ensures that service levels are maintained, escalated cases are handled effectively, and customers receive appropriate, timely, and empathetic support. The manager acts as a key escalation point and works to identify operational risks and process improvements within the customer journey.
- Leading the Safer Gambling operational teams, working closely with Team Leaders to ensure operational procedures are adhered to and consistently applied.
- Manage, coach and develop Team Leaders, supporting them to lead their teams effectively and maintain high standards of performance, quality and customer protection.
- Oversee daily operational performance, including workload management, service levels, case handling standards, quality outcomes and team capacity.
- Acting as the escalation point for complex Safer Gambling cases, ensuring appropriate investigation, resolution and compliance with relevant legislative and regulatory requirements.
- Support Team Leaders and Safer Gambling Officers with difficult or sensitive customer interactions across email, chat and telephone.
- Ensuring customer interactions are handled professionally, empathetically and in line with internal procedures, licensing objectives and regulatory expectations.
- Identify operational risks, process gaps and recurring issues within the customer journey, escalating themes and recommending improvements where required.
- Working with the Process and Procedures Manager to ensure operational feedback is reflected in process reviews, SOP updates and continuous improvement activity.
- Supporting the maintenance, integration and optimisation of Safer Gambling detection systems to ensure they meet operational needs.
- Provide regular operational reporting, insight and updates to the Head of Safer Gambling, including performance, risks, escalations and improvement opportunities.
- Ensure training, coaching and feedback are delivered regularly to support colleague capability and consistent decision-making.
- Deputise for the Head of Safer Gambling as required in relation to operational matters, stakeholder meetings and cross-functional discussions.
- Operational leadership experience within Safer Gambling, Compliance Operations, Customer Operations or a comparable regulated environment (required).
- Experience managing Team Leaders or people managers within a high-volume operational setting (required).
- Understanding of Safer Gambling obligations, customer interaction standards, escalation handling and player protection principles (required).
- Ability to make balanced, risk-based decisions in sensitive and time-critical situations (required).
- Coaching, communication and stakeholder management skills (required).
- Experience working with detection systems, workflow tools, case management processes and operational reporting (required).
- High attention to detail, strong organisational skills and a continuous improvement in mindset (required).
BV Group (BetVictor) is an online gambling operator and B2B technology provider with roots dating back to 1946. Known for its pioneering approach, it was one of the first gambling companies to move its operations to Gibraltar and to build its product in-house. The company has run high-profile marketing campaigns and sponsors prestigious events across snooker, darts and horseracing. BV Group's operational headquarters are at the World Trade Center Gibraltar, where it employs around 700 people, making it one of the territory's largest employers.