Safer Gambling Floor Manager

Moonspin; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Moonspin seeks a Safer Gambling Floor Manager to lead the Safer Gambling department, translate regulatory strategy into floor execution, and own training and capability-building across multiple jurisdictions.

You will oversee SGTL performance, coach leaders, and drive risk mitigation, compliance, and player protection in a fast-paced, multi-brand environment.

Qualifications

• Minimum 5 years in Safer/Responsible Gambling or iGaming compliance.
• At least 3 years in a Team Leader or supervisory role.
• Proven ability to design and deliver training programmes.

Responsibilities

• Provide day-to-day leadership to SGTLs and teams.
• Own the performance management cycle for SGTLs.
• Coach and develop SGTLs’ coaching and QA capabilities.
• Oversee attendance, punctuality and conduct standards.
• Collaborate with HR/IR for fair disciplinary processes.
• Own succession planning for SGTLs and hosts.
• Support recruitment and onboarding with the Safer Gambling Manager.

Skills

Leadership

Regulatory compliance

Training design

People management

Stakeholder management

Tools

Google Workspace

Jira

Zendesk

Job description

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features.

We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of Role

The Safer Gambling Floor Manager(SGFM) provides senior, floor-level leadership across the Safer Gambling department, accountable for the performance, capability, and regulatory compliance of multiple Safer Gambling Team Leaders (SGTLs) and their teams across all serviced jurisdictions. Sitting between Safer Gambling Management (SGM) and the Team Leader layer, the SGFM translates regulatory strategy into consistent, well-trained, audit-ready floor execution, and is the department's primary owner of training and capability-building — extending this beyond Safer Gambling to partnering departments, so that SG Team Leaders, SG Specialists, SG Analysts, and colleagues elsewhere on the floor apply safer gambling requirements consistently. Operating in a fast-paced, multi-brand, multi-jurisdiction compliance environment, the SGFM combines strong people leadership with deep regulatory knowledge to mitigate risk, drive consistency, and protect players.

Duties and Responsibilities

• Provide day-to-day leadership and line management to the SGTLs.
• Own the performance management cycle for SGTLs — objective-setting, regular one-to-ones, formal performance reviews, and probation outcomes — and ensure TLs cascade the same rigor to their teams.
• Coach and develop SGTLs' own coaching and QA capability, ensuring they are equipped to lead, motivate, and performance-manage their teams effectively.
• Oversee attendance, punctuality, and conduct standards across the floor, and act as the escalation point for disciplinary and grievance matters raised by SGTLs.
• Partner with HR/IR to ensure disciplinary and grievance processes are procedurally fair and compliant with the LRA, BCEA, and Employment Equity Act.
• Own succession planning and career development pathways for SGTLs and high-potential hosts.
• Support recruitment and onboarding for SGTLs and team member vacancies in partnership with the Safer Gambling Manager and the Head of Compliance Operations.

2. Training & Capability Development

• Own training strategy and delivery for the department, maintaining a structured curriculum covering regulatory requirements, internal tools, and customer-interaction skills.
• Design and continuously refine induction and accreditation for new team members and SGTLs, and deliver ongoing refresher/regulatory-update training as legislation and policy evolve.
• Extend training delivery to other operational departments — including Customer Support, Complaints, QA, and Senior Support — building their working knowledge of safer gambling indicators and escalation routes.
• Partner with SGM to turn QA and audit findings into targeted training and updated coaching material.
• Maintain a central, version-controlled library of training materials and knowledge assessments; track completion and competency sign-off, reporting gaps to the Safer Gambling Manager.

3. Workflow & Operational Management

• Oversee workload distribution, contact volumes, and queue management across SGTL’s, ensuring even coverage and SLA adherence.
• Monitor floor-wide operational health — staffing, shift coverage, and 24/7 continuity — escalating risks to the Safer Gambling Manager promptly.
• Identify recurring inefficiencies and drive solutions with the Safer Gambling Manager.
• Act as the senior escalation point for high-risk or complex queries that exceed SGTL authority.
• Standardize handover and shift-change practices to protect continuity of player risk information.

4. Regulatory & Compliance Oversight

• Maintain strong working knowledge of safer gambling requirements across all serviced jurisdictions.
• Ensure SGTLs and their teams consistently evidence the full customer-interaction lifecycle — identify, act, and evaluate — with defensible documentation to satisfy regulatory review.
• Cascade regulatory updates from the Safer Gambling Manager to the team promptly, translating it into practical, actionable team guidance and training content.
• Support internal and regulator-facing audits and reviews by preparing floor-level evidence, coordinating responses, and closing out identified gaps.
• Champion a culture of proactive, well-evidenced player protection across all brands.

5. Stakeholder Management & Reporting

• Act as a trusted partner to internal operational teams.
• Provide the Safer Gambling Manager with regular reporting on team performance, training progress, quality trends, and operational risk.

6. Performance & Quality Management

• Own QA performance, setting targets and driving continuous improvement in workflow quality across the SG teams.
• Analyse performance and quality data to identify trends, systemic issues, and training needs, feeding these into the training curriculum and coaching frameworks.
• Ensure consistent use of risk-tiering and escalation frameworks (e.g., Low/Medium/High/Critical) across SGTLs and their teams.
• Execute additional operational tasks, projects, or duties as reasonably requested by the Safer Gambling Manager or wider Compliance leadership to support evolving business needs.

Requirements

• Minimum of 5 years' experience in Safer/Responsible Gambling or iGaming compliance, including at least 3 years in a Team Leader or supervisory capacity.
• Proven experience managing or supporting operations across diverse regulatory frameworks and multiple jurisdictions.
• Demonstrated experience designing and delivering training programmes, ideally within a regulated customer-facing environment.
• Demonstrated experience managing people leaders (not just individual contributors), including performance management, coaching, and formal disciplinary processes.
• Clean disciplinary and excellent attendance record.
• Strong instructional design and facilitation skills, with the ability to build training that lands with different audiences — from new team members to experienced peers in other departments.
• Proven ability to lead leaders — coaching Team Leaders to strengthen their own coaching, decision-making, and people management skills.
• Sound judgement and decision-making under pressure, particularly for vulnerable customers, complex escalations, and regulator-facing scenarios.
• Exceptional verbal and written communication skills, with the confidence to engage international stakeholders, regulators, and senior leadership.
• Strong analytical skills, able to translate performance and QA data into clear insights and action plans.
• Ability to work proactively under pressure across a constantly evolving multi-market regulatory landscape.
• Willingness to maintain reasonable standby availability outside standard business hours to support a 24/7 operation, solely for operational escalation and shift continuity.
• High levels of discretion and confidentiality when handling sensitive player and employee data.
• Comfortable working with Google Workspace tools (Docs, Sheets, etc.) on a daily basis, with prior experience using ticketing/project tools such as Jira, Zendesk, or equivalent platforms.

Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.

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