Company Description

Grosvenor is the leading Casino operator in the UK and our venues offer the very best quality gaming and leisure experience in an environment committed to safer gambling. We aim to excite and entertain all our customers giving them a memorable experience they will want to return for.

Our casinos are an exciting and rewarding place to work with roles across all aspects of gaming and customer service with opportunities to develop your existing skills and learn new ones. If you want to build a career in casinos that’s fine with us; as the largest operator in the UK, we have lots of opportunity and structured development programmes.

At Grosvenor we are a 24/7 operation committed to safer gambling for our customers and building and inclusive, diverse and engaged team.

Job Description

6 month FTC - Maternity Cover

We are looking for a Player Protection Business Partner to join our Verification Team, working in partnership with our venue’s operations team. You will partner with a Regional Operations Manager and support the General Managers in your region (South West) by conducting regular site visits and reviews on the customer risk status. You will provide insight, training and coaching to develop the wider knowledge of our operational teams and reduce the variation in how we interact with our customers.

This is a field based position covering the South/South West venues (Portsmouth, Plymouth, Reading, Portsmouth & Swansea etc) - regular travel to venues will be required.

What good looks like:

Demonstrating improvement in SG through training your regional teamPositive SG NPSReducing the variance in your regions approach to risk

Work collaboratively with operational teams to ensure that the policies and processes we have in place to protect our customers. are sustained through operational rigour.

A key part of your role will be to reduce the variation in how we approach risk and algin your region to the business risk appetite.

You will also be responsible for ensuring that your team deliver on the KPI’s set out by the business in relation to risk analysis of high value customers within the estate. You will ensure that the Customer Verification Analysts have reviewed the relevant information available to them and documented a quality risk assessment based on Safer Gambling, Affordability and Money Laundering risk factors

Main Accountabilities and Responsibilities:

Connecting link between the commercial challenges the front-line teams face, demonstrating the approach to risk outlines by the company and keeping the right balance to always protect our customers Develop General Managers, Operations Managers and Casino Managers to deliver player protection processes across the RegionAnalyse data to identify opportunities to make improvements to player protections processes highlighting exceptions for operational teams to actionWork alongside the General Managers and Regional Operations Manager to identify and mitigate risk in the business.Liaise and consult with the Player Protection Operations Manager and lead the Player Protection Analysts in all matters relating to safer gambling, affordability, and anti-money laundering regarding individual cases and higher risk customers.Dip sample risk assessments completed by Customer Verification Analysts ensuring that necessary checks have been completed in relation to affordability, Safer Gambling and Money Laundering risks and that guidance supplied is in line with policy and procedural requirementsDip sample venues EDD files, check documentation requests are in line with the customers levels of play.Align the operational teams in decision making for 'at risk’ customers.Prepare and present monthly reviews for Regional Operations Managers of higher value customers within the RegionLead, conduct and collaborate on meetings between your team and the wider estate including key stakeholders relevant to your roleEnsure that policy and processes are followed by your team and that the documents are refreshed in line with new regulationsSupport and coach employees, provide guidance on information and record management and general personal development, always demonstrating a commitment to Rank Group values and supporting others in demonstrating them.Manage, energise and motivate a highly performing team through trust, integrity, strength of vision and dynamism. Communicate commercial objectives and expectations to direct reports in a way that motivates them to take action and accountability.Accountability for direct reports as required to include managing workload, prioritization of activities, performance improvement and achievement of incentivized targets and objectivesProvide support, coaching and development for direct reports for their individual professional developmentCollaborate with digital and retail stakeholders and HVC team as required for high value or cross-channel customersResearch and publish detailed OSINT information along with reports from 3rd party suppliers as required by the businessKeep up to date with relevant legislation and requirements within the gambling industry

Qualifications

Essential

Competent in coaching, in both in-moment and to wider groupsExperienced in leading a team in a rapidly changing environment with a high volume of workloadDemonstratable ability to influence and manage stakeholdersAbility to manage time effectively and be flexible in their approachHas strong report-writing, verbal communication, data entry and comprehensive record keeping abilityInitiative, ingenuity and an inquisitive nature, with good perception and awareness for recognizing and identifying red flags or promising lines of investigation.Excellent communication and interpersonal skillsA good working knowledge of OSINT tools availableStrong proficiency in Microsoft Office Suite

Desirable

Understanding of the gaming industryAwareness of legislation including.The Proceeds of Crime Act 2002.The Terrorism Act 2000.The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (Money Laundering Regulations 2017).The Money Laundering and Terrorist Financing (Amendment) Regulations 2019

Personal Qualities

Analytical mindset with an aptitude for investigation.Accuracy and attention to detail.Self-motivated – driven to achieve resultsStrong team player with a willingness to pick up new ideas and concepts

Additional Information

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