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Network Power<100 people
Roles
💰100%
Investor & VC
🔥100%
Startup Founder
✨100%
Business Owner
Geos
🇲🇹100%
Malta
Work Background
Rootz LTDRegulatory Compliance- and RG Governance Manager (MGA - GGL - AGCO - NGA)
Dec. 2023Malta• Developing, implementing, and updating policies and procedures for the company;
• Ensuring that the company complies with all relevant regulatory and responsible gambling regulations and guidelines set forth by the regulatory authorities its licensed with;
• Providing training to employees at all levels of the organization to ensure they understand regulatory requirements and responsible gambling principles;
• Overseeing the implementation of regulatory compliance requirements and responsible gambling initiatives and regularly monitor their effectiveness by analyzing internal policies and procedures, data related to customer behavior, and collaborating with internal teams to assess the impact of responsible gambling measures;
• Conductsing risk assessments to identify and assess potential compliance risks and areas of concern related to responsible gambling and develop strategies to mitigate these risks;
• Collaborating with various stakeholders, including regulatory authorities, industry organizations, and community groups, to promote responsible gambling initiatives and share best practices;
• Ensuring the company maintains open and transparent communication with customers about responsible gambling practices, resources for support, and available tools for managing gambling behaviors. This includes providing clear information on the company's website, in marketing materials, and through customer support channels;
• Handling of complaints and Alternate Dispute Resolution (ADR) communications.
Rootz LTDRegulatory Compliance Manager (NGA)
Apr. 2023 - Dec. 2023• Assisting and taking ownership of the NGA Licence application process;
• Collect and submit the required documentation for the licence application process;
• Policy and procedure development;
• Conduct internal compliance audits and gap analysis - Identify and assess potential compliance risks and develop strategies to mitigate these risks;
• Provide training and education to employees on compliance requirements;
• Continuously monitor regulatory developments and changes in the legal landscape to ensure that the company remains compliant with all applicable laws and regulations;
• Serving as the primary point of contact between the company and regulatory authorities and third parties (e.g. lawyers) during the license application process.
L and L Europe LtdRegulatory Compliance Manager (MGA - UKGC - SGA)
Jan. 2020 - Apr. 2023• Ownership of licensing, monthly reports, internal policies and procedures and communication with authorities;
• Handling of complaints, GDPR/SAR requests and Alternate Dispute Resolution (ADR) communications;
• Maintaining a compliance calendar, and ensuring legal and regulatory returns are submitted when due • Proactively monitor, assess, review, and report to senior management on upcoming regulatory changes on a worldwide basis and any related risks • Prepare the company for system audits, compliance audits and participate in the said audits • Monitoring and reporting risks and compliance gaps in relation to internal and external regulations • Develop and maintain relationships with regulators in different jurisdictions (MGA/UKGC/SGA) • Driving and managing projects across departments within the company • Provide internal training to the team in different departments as needed
CasumoResponsible Gaming Specialist (MGA - UKGC - SGA)
Sep. 2019 - Jan. 2020Malta• Actively monitor and perform risk assessments of player accounts in terms of Responsible Gaming through various reporting tools • Perform account reviews and risk analysis on highlighted player accounts and communicate with players through RG interaction • Evaluate and review EDD documents to establish safety and affordability of gaming behaviour • Conduct ongoing monitoring and compiling of additional EDD when necessary • First point of contact for Customer Support, Loyalty, Fraud & Payments, and AML for RG-related queries • Create and deliver relevant training for different business areas on Responsible Gaming
L and L Europe LtdResponsible Gaming Manager (MGA - UKGC - SGA)
Dec. 2018 - Sep. 2019Malta• Assist in developing compliance standards and participate in the compliance audit/assessment representing the RG department
• Developing, implementing, and maintaining strategies, policies, and procedures relating to responsible gaming in line with the quality standards required by the Authorities (UKGA/MGA/SGA) • Resolve and settle complaints, and preparing and communicating responses to the mediating body with reporting and investigation
• Preparing customer interaction data for internal and regulator-required compliance reports • Promoting awareness of responsible gaming issues throughout the organisation and create and deliver ongoing and up to date training on Responsible Gaming policies and procedures within the company • Overseeing the operations of the Responsible Gaming team, analysing quantity and quality assurance of staff’s tasks and giving regularly feedback in one to one’s • Work alongside the IT team on the development and upgrade of Responsible Gaming tools and the implementation of new solution's to proactively prevent gambling addiction • Recruitment and training of Responsible Gaming Analysts. Creating rota, task lists, keeping track of sick leave and overtime of the team
L and L Europe LtdCustomer Support Team Leader
Mar. 2018 - Dec. 2018Malta• First point of contact for the Customer Support team and point of escalation for difficult customer queries and/or internal complaints • Responsible for customer care innovation (quality insurance) and contribute to ongoing improvement of the Customer Support team • Partake in the hiring process and actively train new members of the Customer Support team • Nurture and maintain player relationships through engagement via phone, e-mail and live-chat
L and L Europe LtdCustomer Support Agent
Oct. 2016 - Mar. 2018Malta• Receiving and answering chats, e-mails and phone calls of customers. Go through any (technical) problems with customers, adhering to responsible gaming, and solve all issues the best and proficient way possible. Being well informed of all offered games, ongoing promotions, payment methods, and the terms and conditions of the website. Staying up to date with rules and regulations of license holders • Receive and handle KYC and EDD documents before sending it through the to Fraud & Payment or AML department • Writing reviews and content • Training new Customer Support agents
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