Responsible Gaming Manager

1 week ago

Johannesburg, South Africa Initiate international Full time

Take the reins as the **Responsible Gaming Manager** at a leading** iGaming** company in **Johannesburg** 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, you’ll 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 Johannesburg **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
- 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 **Johannesburg**:

- 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

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