Reporting to the Head of Safer Gambling, the SG Operations & Insights Manager is responsible for developing and maintaining the expertise, quality, and effectiveness of the Safer Gambling Operations Agents. The role ensures that SG agents have the knowledge, skills, and tools required to deliver consistent, high-quality customer reviews and interactions while supporting the business in meeting regulatory expectations and continuously improving its safer gambling framework.
The role leads the development of safer gambling training programmes, quality assurance, performance insights and continuous improvement initiatives. Working collaboratively with Operational teams, Business Intelligence, Compliance and wider business stakeholders, the role ensures that safer gambling interventions are evidence-based, measurable and aligned with evolving regulatory requirements and business strategy.
What will I be doing?
Training & Expertise
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Responsible for the Safer Gambling training framework across the organisation.
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Ensure all Safer Gambling Operations Agents receive comprehensive onboarding training and structured ongoing development.
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Design, implement and maintain refresher training programmes to ensure knowledge remains current.
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Develop and deliver role-specific Safer Gambling awareness training across the wider business, ensuring content is appropriate to each department's responsibilities.
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Evaluate training effectiveness and implement improvements based on operational performance, regulatory changes and customer interaction outcomes.
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Maintain accurate training records and competency assessments.
Quality Assurance
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Lead the quality assurance framework for all Safer Gambling customer interactions.
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Conduct quality reviews and calibration sessions to ensure consistency across the SG Ops team.
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Provide structured feedback, coaching recommendations and trend analysis to improve customer interactions.
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Identify quality gaps and work with operational leaders to implement corrective actions.
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Develop quality standards and performance measures that support positive customer outcomes.
Insights & Performance
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Work closely with the Data Analytics team to analyse the efficacy of Safer Gambling intervention, highlighting operational insights and trends to identify opportunities for continuous improvement.
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Produce regular management information and insights for the Head of Safer Gambling.
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Support evidence-based decision making through clear analysis and recommendations.
Governance & Reporting
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Maintain accurate records relating to training, quality reviews, customer interactions and operational performance.
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Prepare reports, presentations and governance materials for senior management.
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Ensure documentation supports internal governance, regulatory reporting and audit requirements.
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Monitor emerging regulatory developments and recommend enhancements to training and quality frameworks.
Continuous Improvement & Change
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Drive continuous improvement initiatives across the Safer Gambling operations.
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Ensure operational teams remain equipped to support organisational growth, new market entries and global mergers or acquisitions through scalable training, quality and knowledge frameworks.
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Support the integration of new teams, processes and regulatory requirements following mergers or organisational change.
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Promote a culture of learning, accountability and continuous improvement throughout the Safer Gambling Operations.
What are we looking for?
What are we looking for?-
Strong understanding of Safer Gambling principles and regulatory expectations.
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Experience designing and delivering operational training programmes.
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Experience leading quality assurance frameworks and coaching programmes.
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Good analytical skills with experience interpreting operational and customer data.
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Experience working with Business Intelligence teams to develop reporting and performance measures.
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Excellent stakeholder management, communication and presentation skills.
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Experience managing change and continuous improvement initiatives.
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Ability to influence across multiple business functions and support global operational growth.
KPIs
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Achieve agreed performance targets across training, quality, insights and development.
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Ensure mandatory, refresher and role-specific Safer Gambling training is delivered on time, with colleagues achieving and maintaining competency.
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Deliver a robust quality assurance and feedback programme that drives continuous improvements in quality, consistency and customer outcomes.
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Produce accurate, timely and actionable management information (MI) that identifies trends, emerging risks and opportunities for continuous improvement.
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Develop and maintain effective learning materials and business-wide Safer Gambling awareness programmes that remain aligned with regulatory requirements and business needs.
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Maintain accurate, audit-ready training and quality records while driving continuous improvement and supporting regulatory compliance across the organisation.
