Safer Gambling Process & Procedures Manager
As the Safer Gambling Process and Procedures Manager, the role holder will be responsible for the governance, review, maintenance, and continuous improvement of Safer Gambling processes, procedures, and Standard Operating Procedures. This ensures that processes remain compliant, current, efficient, auditable, and aligned to regulatory requirements, operational practice, and customer protection outcomes.
The role holder will lead routine and ad hoc reviews of customer journeys, account review processes, interactions, escalations, and system outputs to identify potential process failures, gaps, or inefficiencies. Using data, Management Information, quality findings, and operational feedback, the role holder will assess the effectiveness of Safer Gambling policies, processes, procedures, and customer interactions. Collaboration with the Safer Gambling Operations Manager, Team Leaders, Regulatory Compliance, Internal Audit, Risk, Technology, and other stakeholders is essential to identify, assess, and implement process improvements.
- Own, create, maintain and regularly review Safer Gambling Standard Operating Procedures, ensuring they accurately reflect current regulatory requirements, operational practice and approved internal controls.
- Ensure Safer Gambling processes and procedures are compliant, current, efficient, clearly documented and capable of being evidenced for audit, assurance and regulatory review.
- Lead routine and ad hoc reviews of customer journeys, account review processes, interactions, escalations and system outputs to identify potential process failures, gaps or inefficiencies.
- Use data, Management Information, quality findings and operational feedback to assess the effectiveness of Safer Gambling policies, processes, procedures and customer interactions.
- Work closely with the Safer Gambling Operations Manager, Team Leaders, Regulatory Compliance, Internal Audit, Risk, Technology and other stakeholders to identify, assess and implement process improvements.
- Maintain a clear SOP review schedule, version control approach and approval process to ensure documentation remains accurate and up to date.
- Review and update SOPs following legislative, regulatory, policy, system or operational changes.
- Develop clear process maps, guidance notes, checklists and supporting materials to help operational teams apply procedures consistently.
- Identify risks and control weaknesses within Safer Gambling processes and recommend practical, proportionate improvements.
- Support audit, assurance and regulatory activity by ensuring process documentation, data outputs and evidence are complete, accurate and readily available.
- Contribute to training materials and briefing sessions where SOP or process changes need to be embedded across the operational team.
- Support the maintenance, integration and optimisation of Safer Gambling detection systems by reviewing outputs, identifying process impacts and recommending improvements.
- Undertake actions arising from management meetings in relation to Safer Gambling process governance, controls, data review and procedure improvements.
- Deputise for the Head of Safer Gambling as required in relation to process, procedure, governance and compliance matters.
- Strong understanding of Safer Gambling regulation, customer protection requirements, operational controls and compliance expectations (required).
- Experience creating, reviewing and maintaining SOPs, procedures, process maps, control frameworks or operational guidance (required).
- Analytical skills, with the ability to interpret data, identify themes, assess process effectiveness and recommend improvements (required).
- Experience coordinating Management Information activity, analysis or data-led review work (required).
- Excellent written communication skills, with the ability to produce clear, practical and auditable procedures (required).
- Strong stakeholder management skills and the ability to work collaboratively with Operations, Compliance, Risk, Audit and Technology teams (required).
- High attention to detail, strong governance discipline and the ability to maintain accurate documentation and version control (required).
- Ability to balance regulatory compliance, operational efficiency and customer protection outcomes (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.