Job Title: Head of Compliance - Operations
Salary: £80K - £85K
Location: Gibraltar
Be part of the next chapter
We’re proud of where we’ve come from – a strong retail heritage, built on resilience, independence and a deep connection to our customers.
Now, as we look to the future, we’re expanding our horizons, accelerating our growth, and reimagining what excellence looks like in the gambling industry.
With a proud legacy in retail and a rapidly growing digital footprint, we’re on a mission to set the standard for integrity, innovation, and customer care.
At the heart of our transformation is commitment to doing things the right way - responsibly, ethically, and always with customers at the front of mind.
As we build the company’s the future, we’re looking for a Head of Compliance Operations who shares our passion for raising the bar and delivering real impact – someone who thrives on purpose, leads with conviction and who see’s compliance as a cornerstone of sustainable, responsible growth.
Your role in our journey
Reporting to the Director of Compliance Operations, the Head of Compliance Operations has overall accountability for the leadership, performance, and continuous development of our Digital-focused compliance operations, with oversight of aligned Retail activity.
This role owns the operational delivery of Safer Gambling (SG), and Customer Due Diligence (CDD) across Digital, ensuring consistent, high-quality compliance outcomes in a complex, customer-facing environment.
You will lead a critical frontline function at the centre of customer protection and regulatory delivery — ensuring Digital compliance operations are robust, scalable, and consistently aligned with regulatory expectations, operational realities, and customer experience standards.
While Digital is the primary focus, you will work closely with Retail counterparts to ensure joined-up, end-to-end compliance delivery across channels.
This is a senior leadership role combining strategic ownership with hands-on operational oversight.
You will shape the Digital compliance operating model, translate regulatory and business strategy into practical execution, and empower teams with the tools, capability, and insight required to perform at pace and at scale.
What you will do
Own and lead Digital Compliance Operations, with primary accountability for Safer Gambling, and CDD delivery across the Digital estate, ensuring regulatory compliance, customer protection, and operational effectiveness.
Provide strategic direction and day-to-day leadership for Digital compliance teams, ensuring clear prioritisation, effective resource planning, and delivery against SLAs and regulatory commitments.
Maintain oversight of aligned Retail compliance operations, ensuring consistency of standards, controls, and outcomes across channels.
Lead, coach, and develop senior Digital compliance managers and operational leaders, fostering a culture of accountability, ownership, and continuous improvement.
Drive operational excellence within Digital through process optimisation, smart tooling, automation, and data-led decision-making, improving accuracy, efficiency, and colleague experience.
Establish and embed robust QA, audit, and performance monitoring frameworks tailored to Digital operations, using insight to identify risk, regulatory themes, and improvement opportunities.
Oversee the design and delivery of Retail-specific training and competency frameworks, ensuring colleagues are equipped to manage high-risk, face-to-face customer interactions effectively.
Act as the senior escalation point for complex or high-risk Digital cases, ensuring swift, proportionate, and compliant outcomes.
Provide clear, insightful Digital-focused reporting to the Director of Compliance Operations and senior stakeholders, highlighting trends, risks, regulatory exposure, and performance against key metrics.
Partner closely with Digital Operations, Compliance, Risk, Technology, and Customer Service to ensure seamless implementation of compliance controls and processes within the Digital environment.
Lead the Digital operational input into the design, testing, and rollout of new systems, policies, and procedures, ensuring they are practical, scalable, and aligned to frontline realities.
Represent Digital Compliance Operations in senior forums, governance committees, and regulatory engagements, including site visits and audits where required.
Stay ahead of emerging regulatory requirements and Digital-specific risks, ensuring the operating model remains proactive, resilient, and future-ready.
Champion a strong Digital compliance and conduct culture, embedding ethical decision-making, transparency, and customer protection at the heart of frontline activity.
What you will bring
Significant experience in compliance operations within the gaming sector, with strong, demonstrable experience in Digital gaming environments (highly desirable).
Deep practical knowledge of Digital Safer Gambling, AML, and CDD requirements, with the ability to apply regulatory guidance pragmatically in high-volume, customer-facing settings.
Proven senior leadership experience managing managers and operational teams.
A track record of improving Digital compliance performance through process redesign, operational insight, and effective use of technology.
Excellent stakeholder management skills, with the credibility to influence senior leaders across Digital Operations and Compliance.
Highly analytical and commercially aware, able to assess risk and performance using data while balancing regulatory and customer considerations.
Calm, decisive, and confident when managing Retail escalations, regulatory scrutiny, and high-risk customer situations.
A clear commitment to customer protection, regulatory integrity, and building effective, sustainable Digital compliance operations.
Why join us now?
This is more than just a job opportunity. It’s a chance to help shape the future of a company at pivotal moment in its growth story.
We are actively investing in our people, our technology, and our purpose.
We are growing the team in our Gibraltar office and have big plans to expand our group-wide customer operations function.
This role offers a unique opportunity to lead from the front as we build a business that is as responsible as it is ambitious.
Join us. Help define what’s next – and be proud of the impact you will make.
If you're interested in learning more, please send your CV to steven@grs-recruit.com.