Berlin, Berlin, Germany
Dedicated Compliance professional with extensive experience of nearly 20 years in the Online Gambling Industry. I have managed, guidance and mentored colleagues as their manager for the last 5 years. I had successfully managed different products for European (Spain, Portugal, Italy, Denmark, Sweden, Malta, UK) and LATAM (Mexico, Chile, Buenos Aires City) jurisdictions on the B2C side, performing audits, developing policies and procedures, preparing and submitting regulatory reports and technical projects, established close relationships with regulators, suppliers and internal departments, provided advice on regulatory matters to multiple and multicultural teams. I had also worked on the B2B side of the industry, managing the Product Compliance function for Light and Wonder, providing support to the Product Team (platform, casino verticals) ensuring all products meet regulations across European jurisdictions as well as during my time with Microgaming.
• Responsible for maintaining the Product Compliance related status of SG Digital by ensuring that all SG Digital products comply with relevant regulations and client expectations in all European jurisdictions: UK, Malta, Spain, Sweden, Denmark, Italy, Portugal, Alderney, Romania, Latvia • Coordinate schedule audits as per licence requirements, such as the annual UK Game Audit, Alderney Audit • Main contact for compliance related inquiries, coordinating information and requests between internal stakeholders, licence operators and regulators for European jurisdictions • Prepare, submit and manage submissions to regulators and Test Labs • Advise and provide guidance to relevant stakeholders within the business and external clients from a compliance perspective on the requirements for new market entries, such as Sweden and Czech Republic, as well as on the updated regulations in existing markets such as the United Kingdom, Malta and Spain • Submit, manage and track product changes with clients as well as creating and submitting to licence operators and testing house Change Management Reports • Keeping internal cwiki up to date with regards to Product Compliance regulations across European jurisdictions • Ensure that the database and all product certification files remain current and organized • Maintaining updated UKGC Game Register and Malta Gaming Register • Assisting to Gaming industry related events: GamCare annual conference, RGA quarterly workshops, etc
Five weeks fixed term contract to assist the Compliance Licensing and Operations Manager to prepare the submission of three betting single licence applications for the Spanish Market
• Responsible for managing Spain & Malta licences, assisting UK, Denmark and Italy as and when required • Developing and managing a GAP analysis for the Spanish and Maltese licences, highlighting the main risk associated with both jurisdictions • Establishing and maintaining an excellent working relationship with regulators, external suppliers, business’ directors and other business teams • Performing biennial audit and annual AML External Expert Report for the Spanish licence • Keeping up to date and advising MLRO on AML related regulations regarding Spain and Malta jurisdictions • Responsible for identifying the risks the Company faces from a regulatory point of view and provide advise on them, taking into account the commercial needs of the business • Implementing controls to protect the business from those risks and report on the effectiveness of the controls in the management of the business exposure to risks • Advising the business on licensing regulations, rules and controls, mainly for the Maltese and Spanish Regulated Markets but also for the UK, Danish, Italian Regulated Markets when necessary • Maintaining a solid knowledge base of Gaming regulations for Malta and Spain jurisdictions, in addition to the regulations of other licenses held (U.K., Denmark, Italy and Belgium) • Ensuring all the Company licensed Maltese/Spanish products and brands are compliant with Maltese/Spanish regulations • Management and maintenance of all the Company licensed Maltese/Spanish products/brand websites • Management of requests for change by the business, mainly for the Company licensed Maltese/Spanish brands but also for the licensed UK, Danish and Italian brands where necessary • Liaising and maintaining close working relationships with third party companies involved in the operations of the Maltese/Spanish licenses • Compilation and maintenance of reports, to ensure issues are resolved • Supporting join operations with the Legal, Risk, Fraud and MLRO/AML Teams
• Responsible for managing 5 VIP agents to secure performance is sustained and improved throughout the time. • Training and mentoring of agents to improve performance when required. • Running of reports to check agent’s performance: emails sent, calls made, number of customer’s converted, etc. • Performing Quality Control on agent’s contacts to secure high standards are maintained. • Discussing agent’s performance with VIP Manager and agent. • Brainstorming sessions with other VIP Team Leader’s to analyse and improve the performance of the VIP Department.
This was my second role in Win Technologies. Key tasks: • Building and maintaining constructive relationships with Spanish, Portuguese, Latin American and Japanese VIP customers. • Meeting and greeting VIPs Customers via Road Trips in order to secure fidelity towards the brands: - April 2012: Chile and Uruguay - November 2012: Spain - April 2013: Chile • Planning events to reward VIPs Customers: Holiday trips, personalized gifts, afternoon teas. etc. • Creation of bespoke promotions for VIP customers within my territories. • Dealing with various internal departments (Risk, Fraud, Finance, Retention, Translation, Gifting, Events, Customer Service) to meet VIP customers’ demands. • Running of regular reports that assist in account management; newly identified customers, deviation, top winners, top losers, downgrading of customers etc.