Responsible Gaming Team Manager - Pentasia - Remote - Global

Our client is a well-established online gaming operator with a growing presence in the regulated iGaming space. As they continue to build out their Customer Risk Operations capability, they're looking for an experienced Responsible Gaming Team Manager to lead their RG operations function from their Malta office. This is a hands-on leadership role for someone who wants to be part of shaping a function from the ground up — leading a team of up to 12 while staying close to the case work, the process design, and the day-to-day decisions that protect customers and the business. Reporting to the Head of Customer Risk & Governance, you'll lead the day-to-day Responsible Gaming Operations function, ensuring customers are identified, supported and protected through effective interactions that meet regulatory obligations, company policy and good practice. You'll drive operational excellence and continuous improvement, and provide meaningful insight into how well RG controls are working — all while staying actively involved in investigations, operational decisions and process design as the function matures. Building and continuously improving RG processes, operational controls and ways of working. Overseeing timely, high-quality handling of RG cases, including affordability, vulnerability and behavioural assessments. Escalating and resolving complex or high-risk cases, and ensuring consistent application of RG controls. Monitoring performance against KPIs, SLAs and quality standards, and driving corrective action where needed. Identifying opportunities for process improvement and automation to reduce manual effort. Leading workforce planning, resourcing and scheduling across the team. Recruiting, coaching and developing a team of up to 12 Responsible Gaming Analysts. Supporting regulatory audits, internal reviews, and the rollout of new regulatory requirements, products and markets. Partnering closely with MLRO, Compliance, Legal, AML, Fraud, Payments, Product and Data Analytics teams. Proven leadership experience within Responsible Gaming, AML, Fraud, Customer Risk or a similar operational environment. Strong knowledge of Responsible Gaming principles and regulatory expectations. Experience managing customer interaction teams, with a track record of coaching and developing operational staff. Experience assessing customer affordability, vulnerability and gaming behaviour, and making protection decisions using a risk-based approach. Experience implementing operational processes within a regulated environment. Strong stakeholder management, and confident written and verbal communication. Sound judgement and the ability to make decisions under pressure. Nice to have: a formal leadership qualification, Responsible Gaming certifications, and prior experience in online gaming or financial services. This is a rare opportunity to help shape the future Responsible Gaming operating model for a business actively investing in its Customer Risk capability — with genuine scope to influence process, tooling and strategy rather than just inherit an existing setup. Full package details (salary, benefits and relocation support) are available on application.