Head of Player Safety

Who We Are:

BoyleSports is the largest and most successful independently owned bookmaker on the island of Ireland. Founded in 1982 by John Boyle, the business has grown to over 370 shops in Ireland and the UK, coupled now with a comprehensive online portfolio for betting and gaming.

BoyleSports HQ in the Republic of Ireland is located on the outskirts of Dundalk, and we currently employ over 2,750 staff throughout Ireland and the rest of the world. With offices in Ireland, Gibraltar and the Philippines, BoyleSports truly is a Global player within the Betting and Gaming industry.

Department: Compliance Operations

Reports to: Compliance and Risk Director

Role Title: Head of Player Safety

Location: BoyleSports, Dundalk (Hybrid) / UK / Gibraltar

Role Purpose:

BoyleSports are committed to providing a secure and responsible gambling environment for our valued customers while meeting all Social Responsibility regulatory requirements.

As the Head of Player Safety for BoyleSports, you will play a pivotal role in ensuring the safety and well-being of our customers. Reporting directly to the Compliance and Risk Director, you will lead and manage the Safer Gambling function, equipping customers with necessary tools and support to manage their accounts responsibly. Your focus will encompass the proactive identification of at-risk customers in our digital and retail environments, through data analysis and the seamless implementation of automated tools and processes.

The Head of Player Safety is required to drive the performance of BoyleSports Safer Gambling programme and support our objective to protect vulnerable individuals from experiencing gambling-related harm.

Key Responsibilities:

People:

• Manage and lead a team of Safer Gambling SMEs with training, guidance, feedback and an expert point of escalation Provide positive leadership and foster a culture of service, quality and continuous improvement within the team.
• Support the requirements to enhance and mature our operational processes and our teams.
• Develop and manage an effective roster to maintain player safety 24/7 across all regions whether through in person or automated services.

Policy & Programme:

• Deliver a programme of Safer Gambling across the BoyleSports group and innovate new ways to identify individuals at risk of gambling-related harm, interact with customers through multiple channels to help them manage their activity, and evaluate the effectiveness of these measures.
• Own and manage Safer Gambling/Player Safety Policies, Processes and Procedures.
• Oversee and ensure full compliance with all licensing requirements, proactively addressing any potential breaches.
• Ensure all policies, processes and procedures are signed off by Strategic Core Compliance and there is clear alignment within these documents of key stakeholder accountability.
• Implement strategies and operational activities to ensure that players are protected, and their activity is both enjoyable and affordable.
• Perform in-depth customer risk assessments and due diligence reviews, identifying different types of risk, possible markers of harm and ensure appropriate mitigating actions.
• Regularly analyse data trends to ensure appropriate and effective customer journeys are in place.
• Perform in-depth evaluation of our customer safe play journeys to identify key risks and ensure the journeys are appropriate for the customer and needs of the business.
• Continuously review and streamline processes, leveraging available technology and robotics where appropriate.
• Report to Stakeholders any changes in the Safer Gambling environment that could improve both the customer experience and the operation of the BoyleSports business model.

Relationship Management:

• Liaise with key internal stakeholders such as Strategic Core Compliance, Retail Operations, Digital Operations, Customer Due Diligence (CDD), Customer Service, Anti-Money Laundering (AML), and Fraud and Finance to ensure that Safer Gambling risks are managed effectively.
• Work with Strategic Core Compliance to ensure content within the training programmes you deliver are up to date and in line with updated regulatory changes.
• Manage complaints and associated resolution and reporting procedures within SLAs.
• Act as a subject matter expert within BoyleSports, supporting all departments to ensure enhanced compliance.
• Understand and present the outcomes/impact of all decision-making processes and report KPIs on a regular basis to the Safer Gambling team and Stakeholders.
• Implement measurable and robust KPIs to prioritise customer safety whilst upholding strict compliance.
• Communicate regular updates to senior personnel on regulatory matters.
• Maintain an expert knowledge of responsible gambling regulation, research, and best practice across multiple jurisdictions and our sector.

Training, Education & Culture:

• Act as a subject matter expert within BoyleSports, supporting all departments to ensure enhanced compliance.
• Develop, deliver training and guidance on regulatory, research and safer gambling issues across the BoyleSports group.
• Always uphold BoyleSports values.
• Uphold strict professional boundaries to foster a safe and respectful environment for the Safer Gambling team and stakeholders.

Qualifications and Educational Requirements:

• Educated to degree level in a relevant field and /or with equivalent experience
• Responsible Gambling training

Specialist Skills and Experience Requirements:

• 3+ years’ experience as Head of in the field of safer gambling, anti-money laundering and/or customer due diligence.
• Evidence dealing with AML, Gambling Licensing, Data Security Compliance, and Regulatory authorities.
• Proficiency in analysing and presenting complex data to support compliance and business objectives.
• Ability to apply policy directives effectively in practice.
• Demonstrable knowledge of the Gambling Commission of Great Britain licensing regime.
• Awareness and understanding of the latest research, innovation, technology, and methodologies in the field of Safer Gambling.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to concisely summarise risk.
• Ability to engage with and influence multiple work streams within the business.
• Strong triage and decision-making skills, with ability to manage a high volume of tasks.
• Ability to prepare key policies and procedures associated to the gambling regulation requirements.
• Ability to work alone and make judgements without being influenced.
• Experience in building, leading, coaching and developing a team with operational excellence as a founding principle.