Responsible Gaming Manager

Federal Group brings together some of Tasmania’s most recognised and respected brands including MACq 01 Hotel, The Henry Jones Art Hotel, Saffire Freycinet, Wrest Point Hotel & Casino, Country Club Tasmania and 12 local hotels across the Vantage Group, plus TASkeno, Odyssey Technology and COPE Sensitive Freight all enabled by our corporate support teams.

Our values guide the way we lead, make decisions, work together and create long-term value:

Play the ball not the person

Don't be too proud to ask for help

Be humble, don't seek the limelight

Our word is our bond

Never focus on just one customer

Leave it better than you found it

We currently have an opportunity for a Responsible Gaming Manager to join our Risk and Sustainability team based at Country Club Tasmania, part of our Federal Hospitality division.

No two days are the same in this role. You'll spend your time partnering with venue leaders and teams to support responsible gaming practices, reviewing customer risk and intervention activities, providing coaching and guidance, managing case documentation and exclusion processes, and using data and reporting to identify trends and opportunities for continuous improvement across your region.

The key responsibility areas of this role include, but are not limited to:

Leading Responsible Gaming operations and compliance across assigned venues.

Identifying, reviewing and managing customer risk, including interventions and high-risk customer matters.

Coordinating exclusion and appeal processes and administering the Facial Recognition Program.

Building strong relationships with venue teams through coaching, education and ongoing support.

Monitoring Responsible Gaming performance, preparing reports and identifying emerging trends and risks.

Supporting program governance, regulatory change, continuous improvement initiatives and cross-functional stakeholder engagement.

Demonstrated experience in Responsible Gaming, customer risk management, compliance, gaming, hospitality or another highly regulated customer-facing environment.

Strong understanding of Responsible Gaming obligations, customer risk identification, interventions, exclusions, case management and compliance governance.

Proven ability to build trusted relationships, coach and influence operational teams to embed best practice and customer care outcomes.

Excellent communication, analytical and stakeholder engagement skills, with the ability to prepare clear reports, case summaries and actionable insights.

Strong attention to detail, sound judgement and the ability to manage sensitive matters with professionalism, empathy and discretion.

Tertiary qualifications in Business, Risk, Compliance, Governance, Social Services, Psychology, Public Policy or a related field are desirable; equivalent experience in Responsible Gaming, customer risk, venue operations, compliance assurance or a regulated customer-facing operating environment may be considered.

An appointee to this role may be subject to pre-employment and ongoing screening checks.

Along with this fantastic role, being based at Country Club Tasmania in Prospect Vale, you will also receive:

Delicious FREE staff meal available per shift and FREE secure onsite parking (site dependant).

Access to hundreds of discounts across many brands, helping you save on everyday expenses, including phone bills, fuel and groceries, fashion, restaurants, and entertainment.

Supportive work environment with learning and development opportunities.

Click “Apply” and share your up to date resume and cover letter outlining why you’re a perfect fit for the role.

For more information, please speak to Louise Bain, Head of Risk and Compliance, [email protected]