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:

• Establish strong, trusted relationships with senior stakeholders and regulatory counterparts, advocating for proactive player protection initiatives.
• Lead the development and implementation of scalable Safer Gambling, AML, and Due Diligence controls across all markets.
• Represent your teams on internal Compliance Committees and external audits, acting as subject matter expert and business lead.
• Participate in cross-functional projects, ensuring the voice of player protection is embedded in future systems and product developments.
• Process owner for all SG, AML & Due Diligence topics, ensuring that all implementations keep an operational balance and add value to all company departments
• Partner with Product and Development to build automated or semi-automated workflows, improving scalability and efficiency.
• Ensure all teams operate under a clearly defined people management structure, with focus on fairness, consistency, and development.
• Oversee the resolution and governance of all Level 3 complaints and ADR cases, ensuring timely, thorough, and compliant outcomes.
• Drive Continuous Improvement across all teams, ensuring bespoke development plans exist to close compliance, performance, and OKR gaps.
• Monitor, control, and optimise Flex resource utilisation to maintain SLA adherence and address process breakdowns.
• Identify and escalate regulatory risk gaps to be captured on the Lottoland Risk Register, ensuring preventative and fix-forward actions are implemented.
• Take ownership of solutions and prioritisation for areas found on gap analysis initiatives for multiple regulations.

Decision-Making & Autonomy:

• Operates with high autonomy in designing and implementing strategies, managing teams, and executing regulatory compliance measures.
• Empowered to make department-level decisions that influence risk, resource, and regulatory standing.

Customer Focus:

• Ensures customers are protected and treated fairly, with effective safeguards in place that promote trust, transparency, and wellbeing.

Who you are:

Required Skills:

• Strategic leadership within a regulated environment
• Strong knowledge of Safer Gambling, AML, and Due Diligence frameworks
• High-level regulatory engagement and audit readiness
• Excellent cross-functional collaboration and communication
• Ability to influence product and process decisions through risk insights
• Leadership of people managers and specialist teams
• Strong analytical and operational planning capabilities

Experience & Knowledge:

• Minimum of 5–7 years in a senior leadership role within a regulated customer operations environment (e.g. Head of Department, Senior Operations Manager, Director-level).
• Proven responsibility for leading leaders—managing Team Leaders, Senior Specialists, or equivalent roles within large or complex teams.
• Experience with audits, regulatory assessments and policy compliance.
• Significant exposure to regulatory frameworks, audit processes, and risk mitigation.
• History of influencing cross-functional projects and participating in decision-making at the business level.
• Familiarity with digital risk tools, case management systems, and player monitoring platforms.

Special Certifications or Qualifications:

• Desirable: Compliance or Risk Management qualification (ICA, ACAMS, etc.)
• Training or certification in Leadership Development, Change Management, or Process Improvement (e.g., Six Sigma, Lean) is advantageous.

What's in it for you:

• Competitive salary and performance-based bonuses.
• 37 days off, including holidays and flexible public holiday options.
• Tailored relocation packages.
• Flexible working.
• Career progression and coaching.
• Mental health support.
• Inclusive environment.
• Exciting team events.
• Premium Healthcare.
• Subsidised gym membership.
• Fresh fruit and refreshments.

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.

For more information about our privacy policy click here.