Customer Verification Business Partner

3 months ago

Glasgow, United Kingdom The Rank Group Full time

**Company Description**
At Grosvenor Casinos our venues sit at the heart of our communities, offering a safe space for people to play table games, have fun on our slots or relax with friends and enjoy our fabulous food, drink and entertainment.

We’re on an exciting journey of growth and it’s the ideal time to join us. More than ever, we’re investing in our Venues and our people to ensure we have the best entertainment offering and the best people in the right places.

We are looking for a Customer Verification Business Partner to join our Customer Verification Team, working in partnership with our Grosvenor venue’s operations team in Scotland and the North.

As a Customer Verification Business Partner, you'll be reporting to the Customer Verification Manager and have a dotted line into your Regional Operations Director.

You will partner the Regional Operations Director and support the General Managers in your region by conducting regular site visits and reviews on the customer risk status. You will provide insight, training and coaching to develop the wider knowledge of our operational teams and reduce the variation in how we interact with our customers.

**Key Responsibilities**:
The impact of your role is significant, as it directly influences the efficient execution of our Safer Gambling & Player Protection strategy. Rank’s purpose is to excite and to entertain its customers, which you will help ensure the team reflects this. Your responsibilities will include but not exhaustive of:
- Connecting link between the commercial challenges the front-line teams face, demonstrating the approach to risk outlines by the company and keeping the right balance to always protect our customers.
- Partner the Regional Operations Manager to support them in managing risk effectively and consistently across their Region.
- Develop General Managers, Operations Managers and Casino Managers to deliver player protection processes across the Region.
- Analyse data to identify opportunities to make improvements to player protections processes highlighting exceptions for operational teams to action.
- Work alongside the General Managers and Regional Operations Manager to identify and mitigate risk in the business.
- Support the Player Protection Operations Manager and lead the Customer Verifications Analysts in all matters relating to safer gambling, affordability, and anti-money laundering.
- Dip sample risk assessments completed by Customer Verification Analysts ensuring that necessary checks have been completed in relation to affordability, Safer Gambling and Money Laundering risks and that guidance supplied is in line with policy and procedural requirements.
- Dip sample venues EDD files, check documentation requests are in line with the customers levels of play.
- Liaise and consult with the Customer Verification's Manager and Customer Verification Team Analysts regarding individual cases and higher risk customers.
- Align the operational teams in decision making for 'at risk’ customers.
- Prepare and present monthly reviews for Regional Operations Managers of higher value customers within the Region.
- Lead, Conduct and Collaborate on meetings between your team and the wider estate including Key stakeholders relevant to your role
- Ensure that policy and processes are followed by your team and that the documents are refreshed in line with new regulations.
- Support and coach employees, provide guidance on information and record management and general personal development, always demonstrating a commitment to Rank Group values and supporting others in demonstrating them.
- Manage, energise, and motivate a highly performing team through trust, integrity, strength of vision and dynamism. Communicate commercial objectives and expectations to direct reports in a way that motivates them to take action and accountability.
- Accountability for direct reports as required to include managing workload, prioritization of activities, performance improvement and achievement of incentivized targets and objectives.
- Provide support, coaching and development for direct reports for their individual professional development.
- Collaborate with digital and retail stakeholders and HVC team as required for high value or cross-channel customers.
- Research and publish detailed OSINT information along with reports from 3rd party suppliers as required by the business.
- Keep up to date with relevant legislation and requirements within the gambling industry.

**Qualifications**

**Essential**
- Competent in coaching, in both in-moment and to wider groups
- Experienced in leading a team in a rapidly changing environment with a high volume of workload.
- Demonstrable ability to influence and manage stakeholders.
- Ability to manage time effectively and be flexible in their approach.
- Has strong report-writing, verbal communication, data entry and comprehensive record keeping ability
- Initiative, ingenuity, and an inquisitive nature, w

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