Responsible Gambling Manager
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Responsible Gambling Manager (RGM)
Reports To:
General Manager, Australia
Location:
Sydney or Darwin, Australia
Role Purpose
The Responsible Gambling Manager is accountable for implementing, executing, and measuring FDJ United's Responsible Gambling (RG) strategy across Australia. The role ensures adherence to national regulatory requirements, FDJ Group standards, and harm‑minimisation best practices. This position plays a critical role in protecting customers, ensuring regulatory compliance, and supporting sustainable commercial outcomes.
Key Responsibilities
- Strategy Implementation & Execution
- Implement FDJ United's responsible gambling framework and standardise RG processes to ensure consistency as well as stability.
- Execute RG operational plans and customer‑protection initiatives.
- Embed RG practices across all business units and digital platforms.
- Measurement & Reporting
- Develop and maintain metrics to measure RG effectiveness.
- Provide regular reporting to the General Manager and General Counsel.
- Analyse behavioural patterns and identify emerging risks.
- Regulatory Compliance & Governance
- Ensure compliance with responsible gambling legislation.
- Maintain audit‑ready documentation and compliance registers.
- Monitor regulatory changes and support adaptation.
- Customer Protection & Harm Minimisation
- Monitor and review activity for early indicators of harm.
- Manage self‑exclusion processes.
- Review, identify and implement improvements and efficiency for RG framework.
- Conduct and manage risk management relating to RG risks and mitigation
- Conduct appropriate and deliver customer interventions professionally and empathetically.
- Coordinate referrals to support providers.
- Stakeholder Collaboration
- Work with General Counsel, Compliance, Operations, Marketing, and Group counterparts.
- Align local RG processes with global objectives.
- Training, Capability & Global Collaboration
- Manage, deliver, and conduct quality assurance on all compulsory RG training.
- Maintain training completion records and audit evidence.
- Collaborate with overseas teams to draft and update training content on RG and self-exclusion.
- Report regularly on training compliance to Australian leadership team.
- Conduct quality assurance and train applicable RG staff to ensure consistency and compliance with RG processes
- BetStop Monitoring, Measurement & Reporting
- Monitor BetStop interactions and exclusion trends.
- Produce timely regulatory reporting on RG and self-exclusion registers.
- Analyse BetStop data for behavioural trends.
- Provide insights for operational risk management.
- Commercial Impact Analysis of AML & RG Interventions
- Assess and report on commercial impacts of AML and RG interventions.
- Analyse revenue trends and behavioural changes.
- Provide balanced analysis to support sustainable business performance.
- Collaborate with Finance, Data, and Compliance teams.
- Collaboration With AML / Sustainability Officer
- Ensure RG,AML and sustainability processes operate in a coordinated manner.
- Align document‑request workflows including SOF/SOW and EDD.
- Maintain synchronised case‑management and record‑keeping.
- Provide joint reporting on risk trends and improvements.
- Incident & Case Management
- Lead investigations into RG‑related incidents.
- Implement corrective actions and escalate risks.
- Maintain secure records of incidents and follow‑ups.
Skills & Experience
Essential
- Experience in RG, compliance, regulatory affairs, or customer‑safety.
- Strong understanding of Australian gambling regulation.
- Excellent judgement, empathy, and communication.
- Analytical mindset with comfort in data analysis.
- Strong cross‑functional relationship skills.
Desirable
- Experience in gaming, wagering, or regulated sectors.
- Case management or training delivery experience.
- Exposure to AML processes.
Key Competencies
- Integrity & confidentiality
- Customer‑centric decision‑making
- Analytical thinking
- Collaboration & communication
- Risk awareness & sound judgement
- Continuous improvement mindset
Qualifications
- Relevant qualifications in compliance, psychology, social sciences, business, or law.
Benefits
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