Head of Player Protection

At our Gibraltar-based Lotto company, people come first. Belonging, impact, and purpose drive our success. We invest in personal growth, offering a unique work environment. With 15 markets, 400+ employees, and 20 million customers worldwide, we're where you belong. Experience extraordinary growth with us.

Lottoland empowers both customers and employees. 2018, we paid out €90 million, a Guinness World Record. Now, we're enabling bigger dreams through meaningful actions. Our open culture fosters genuine connections, resilience, and ownership. Your values matter as much as your skills. This is your extraordinary chance. Find purpose and meaning in a one-of-a-kind Land. 

What you will do:

• Build trusted relationships with senior stakeholders and regulatory partners, championing proactive initiatives that protect players across all markets.
• Lead the design and implementation of scalable Safer Gambling, AML, and Due Diligence controls, ensuring they are effective and future-proof.
• Represent your teams in internal Compliance Committees and external audits as both a subject matter expert and strategic lead.
• Take part in cross-functional projects, embedding player protection priorities into upcoming systems and product developments.
• Own key processes related to SG, AML & Due Diligence - ensuring solutions strike the right operational balance and support multiple business functions.
• Collaborate with Product and Development to co-create automated workflows that improve efficiency, scalability, and impact.
• Establish a clear and supportive people management framework, promoting fairness, consistency, and continuous growth.
• Oversee resolution and governance of Level 3 complaints and ADR cases, guiding outcomes that are timely, thorough, and compliant.
• Drive continuous improvement with tailored development plans that address compliance, performance, and OKR alignment.
• Monitor and optimize resource utilization to uphold SLAs and proactively address any operational breakdowns.
• Identify regulatory risk gaps and escalate appropriately to ensure they’re logged, addressed, and resolved with preventative and forward-looking actions.
• Lead prioritization and delivery of solutions identified through gap analysis across multiple regulatory areas.

Decision-Making & Autonomy:

• Operate with a high degree of autonomy in shaping strategy, leading teams, and ensuring full regulatory alignment.
• Make empowered, data-informed decisions at the department level that influence business risk, resources, and compliance standing.

Customer Focus:

• Your work will protect and uplift our customers by ensuring fair treatment, fostering trust and transparency, and supporting their wellbeing through every interaction.

Who you are:

Required Skills:

• Strategic leadership experience within a regulated business environment.
• Deep knowledge of Safer Gambling, AML, and Due Diligence frameworks.
• Confident working with regulatory authorities and preparing for audits.
• Collaborative communicator with strong cross-functional influence.
• Skilled in using data-driven insights to guide product and process decisions.
• Experienced in leading managers and specialist teams with empathy and clarity.
• Analytical thinker with strong operational planning abilities.

Experience & Knowledge:

• Minimum of 5–7 years in senior leadership roles within regulated customer operations (e.g. Head of Department, Senior Ops Manager, Director-level).
• Proven success managing leaders - overseeing Team Leads, Senior Specialists, or similar roles in complex team structures.
• Strong background in performance management, policy compliance, and regulatory assessments.
• Familiar with digital risk tools, case management systems, and player monitoring platforms.
• Track record of shaping cross-functional projects and contributing to strategic business decisions.

What's in it for you:

• Enjoy a competitive salary paired with performance-based bonuses.
• Take advantage of 37 days off, including holidays and flexible public holiday options.
• Receive tailored relocation packages designed to ease your move.
• Benefit from flexible working arrangements that support your lifestyle.
• Grow your career with progression opportunities and personalised coaching.
• Be part of an inclusive and supportive workplace where your contributions are valued.
• Connect with colleagues through exciting team events.
• Stay healthy with premium healthcare coverage.
• Keep active with a subsidised gym membership.

Ready to lead with purpose and drive change that truly matters? We'd love to meet you.

Why Choose Lottoland:

• Flexibility, inclusion, and common purpose.
• Supportive growth and deeper connections.
• Genuine collaboration and ownership.
• Values-driven success.
• Embrace Gibraltar's sun-soaked lifestyle.

Our Culture:

• Innovation thrives here.
• Passion is celebrated.
• Customer focus drives us.
• Empowerment meets accountability.
• Grit and integrity are vital.

Join Lottoland - where innovation meets purpose. Explore more at www.lottolandcorporate.com. Your unique journey starts now.

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