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Head of RG Europe

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Role area:
CEO Europe Online
Contract type:
Full Time
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Head of RG Europe

Role Overview/Purpose:

Paddy Power Betfair (PPB) require a Head Of Responsible Gambling to lead the Responsible Gambling Function in the definition and delivery of a Responsible Gambling strategy for Customer Operations to ensure outstanding operational performance and fast paced evolution of the RG tools, data and systems that the departments use, to meet the increased regulatory requirements, and ensure that progress is reported to the Global Exco group.

Reporting to the MD Customer Operations, the successful candidate will have deep operational knowledge and experience in leading multi skilled teams to deliver outstanding performance, have the customer at the heart of all that they do, ensuring robust group wide systems, processes and controls are in place whilst maintaining a strategic & compliant, “big picture” view. They will also have a thorough understanding of operational management, operational processes and systems, as well as understanding how to extract, analyse and present data and insights, in an easy to understand manner.

We are looking for an exceptional operational leader and people manager with a drive to deliver a leading Responsible Gambling customer experience with the ability to execute and drive world class operational results within PPB.

Key Responsibilities

 Working with the MD of Customer Operations to interpret, design and execute the Online Responsible Gambling operational strategy, which will take direction from the Groups Responsible Gambling strategy

 Lead and Manage a broad skilled team of experts in the PPB Online Responsible Gambling function.

 Covering all Responsible Gambling operational processes, systems and controls for and for

 Role Model key behaviours to ensure high performance with opportunities to develop and grow key talent. Be accountable for fostering a culture of ownership, continual improvement and innovation.

 Drive the automation of operational processes, customer interactions and reporting in the RG Operations team

 Responsible for the monitoring, detection and interaction with customers that display “at risk” behaviours.

 Responsible for the delivery of project and process improvements, ensuring fast paced, streamlined roadmap delivery, and robust processes for operational control and ensure RG Operations focus on delivering the benefits of automation across the whole group.

 Ensure world class operational performance by ensuring the successful completion of all key operational tasks on a day-to-day basis and drive improvement in the key operational KPIs

 Create ways of working with the RG Strategy team, within Compliance, that allow for effective identification of future RG initiatives and fast paced, controlled, operational implementation.

 Create, prioritise and deliver all elements of the Responsible Gambling Roadmap both Mandatory (as provided by Regulation team) and non-mandatory (customer enhancements)

 Develop strong processes, controls and supports for our international customers, in line with the customer growth in varying countries

 Use the team’s analysis and expertise to create product, messaging or process improvements in order to anticipate and solve common customer issues.

 Continuous improvement of analytical capabilities to support the analysis, evaluation and communication of customer trends and behaviours to our business stakeholders

 Own the data delivery for Responsible Gambling, build out new tools, models and automated solutions.

 Ensure development of RG Models to maintain effectiveness, and implement new ideas generated from the innovation team

 Be accountable for the handling of RG cases raised by customers and legislative authorities

 When required (acting as a senior escalation point), make direct contact with customers and take appropriate action to protect the customer & the PPB business.

 Influence Global PPB Group senior stakeholders in the development and delivery of their RG Operations, ensuring synergies, efficiencies and aligned processes are understood and delivered.

 Lead Internal Stakeholders/teams across Commercial, Marketing, technology, retail compliance risk and fraud to ensure the Responsible Gambling processes and controls are in place to meet the evolving group strategy and requirements.

 Accountable for the running of 3rd party vendor relationships (eg GamCare, Gambling Therapy, Dunlewey PWC etc) to ensure all requirements are met.

 Lead a team to ensure high performance and succession across the team. Identify underperformers and work on PDP plans to get them back on track, and identify others that need to stretch their abilities. Be accountable for fostering a culture of respect, change and learning amongst the team

Behavioural Competencies

 Drives Results: gets stuck in and achieves results that impact the bottom line with high levels of energy and enthusiasm

 An effective leader – leads self and others to over achieve in their role

 Customer Focus: thinks about customers 24/7, and puts them at the heart of all that we do

 Strategic Mindset: takes a long term view and anticipates future trends and implications

 Decision Quality: makes quality, long and short term decisions considering various inputs

 Collaborates: is a team player – works with others across the organisation to get things done

 Communicates Effectively: develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences

 Being Resilient: Gets stuck in and achieves results that impact the bottom line with high levels of energy and enthusiasm

Qualifications & Experience

 Strategic thinker and ability to translate into actionable plans

 Experience in implementing new processes

 Change management

 Commercially Aware – can articulate the commercial impact of changes that are being made

 Calm under pressure – ability to handle tense situations and deliver results

 Experience managing a team that deliver results including successful coaching and development of people

 Strong analytical background; high numerical aptitude is required

 High intellectual capability and a passion for finding solutions to complex problems

 Have a track record of producing or interpreting insights that influence senior decision makers and other stake holders

 Skilled at assimilating numerous sources of information to make or change decisions

 Ability to prioritise and focus on what really matters

 Excellent communication skills with ability to communicate effectively at all levels within the business, including CEO and Board level

 Ability to build successful relationships and positively influence people – including direct reports, peers and stakeholders

 Team player with personal characteristics that engender trust and confidence

 A knowledge of sport and betting

We never forget our responsibilities to consumers and the wider communities we operate in. Paddy Power Betfair is an equal opportunity employer and supports workforce diversity.