Job Description

Safer Gambling Manager
Safer Gambling Manager
We are looking for a Safer Gambling Manager to help expand our Safer Gambling team in Hyderabad.
Are you our next star player?
In this role, the manager is to provide outstanding customer service to our customers, support the day-to-day development of the team and to assist the management team with a combination of both ongoing and ad hoc duties in accordance with Group instruction.
This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern offices. These discussions are between you and your manager to find the best pattern for you both! We will kit you out to work from home but know that working as a team is what makes us great and spending quality time together is essential for keeping us mission-aligned.
Why we need you:
We need someone who will manage escalated cases and issues whilst also taking care of real-time queries. Assist with on-the-job training, mentoring, coaching, empower and influence the Safer Gambling team to deliver robust significant metric results! Meet service level expectations and demonstrate the core things we value. In addition, the role is also required to provide ad hoc project support when needed.
Also the person will be responsible to:
Ensure service levels are maintained daily
Supervise operational activity (volumes, key performance indicators/metrics, performance plans, trends, etc.)
Supervise intraday shift performance based on dashboards and information reporting
Report, and analyse agent performance output and quality
Ensure compliance across multiple licenses on the subject of Safer Gambling, including ensuring complaints are handled appropriately and resolved in the required timeframe.
All aspects of people management (team and one to one meetings, mentoring and coaching, study and development, absence management, disciplinary process and personnel issues, performance appraisals)
Recruitment selection and testing
Handle agent and system escalations, customer queries and regulatory body complaints
Optimise/amend agent schedules
Demonstrate an ability to communicate and empathise with customers directly, thereby assisting with the growth of team members to deliver best practice resolutions
Manage resources to ensure products/brands/licenses are launched efficiently and with minimum impact on service levels
Develop and leverage strategies to ensure high performance and delivery from team
Other duties or projects as required by senior management
Who are we looking for:
2+ years people management experience or extensive experience in Safer Gambling
Experience working in a regulatory driven environment covering multiple jurisdictions
Passion for Customer Service and Safer Gambling
Operations and/or previous gaming experience
Excellent verbal and written communication and listening skills
A strong customer service mentality with first-rate attention to detail
Ability to thrive in a fast paced, target-driven environment
Proactive and able to work both independently and as part of a busy team
Excellent people management and time leadership skills
Desirable
Supervisor/managerial experience
Strong leadership skills in a multi-cultural environment
Educational background/degree in related fields
Proficiency with internal tools and reports
In-depth knowledge of internal procedures and policies and multi-channel support
Solid understanding of online social gaming industry
Understanding of online and/or brick-and-mortar Poker, Casino or Sportsbook
Solid understanding of international document verification, KYC and AML/CFT procedures
Experience managing change at different levels (individual and team)
Proficiency in any additional languages
Whats in it for you?
Your package will include:

• Discretionary annual performance bonus
• 30 days paid leave
• Health Insurance for you and your partner, children, and parents or parents-in-law (up to 5 dependants)
• A personal interest allowance to let you learn something new or pursue a hobby
• External learning support of up to \xc2\xa31,000 or equivalent in local currency, dedicated 4 learning Power Hours every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career
• Looking to extend your family? You will receive a cash gift of INR 34000 for your new addition whilst working for us
• 26 weeks primary carer leave, and 4 weeks secondary carer leave

About the Group
PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange. Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.
We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.
We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact: talent@flutterint.com
Please note we cannot accept general applications; this inbox is just for providing support to those who need it.
Want a seat at the table? Apply now!
We will aim to respond to you as soon as possible. If youre the right fit for the role, you will be invited to a phone/zoom interview.
Find your passion with PokerStars.