Training plans have a funny habit of growing.
One course for onboarding. Another because Compliance asked for it. Something for a new market. A specialist session for managers. A refresher because someone remembered there was supposed to be one.
Six months later, you’ve got a training library.
Whether you have a training plan is another question.
For the people responsible for organising training in an iGaming business, the harder job is working out what belongs in that plan in the first place.
Start with what people need to understand
Before getting into individual roles, establish the knowledge that gives employees enough context to work in iGaming.
Someone joining from another industry may know their profession inside out and still be unfamiliar with operators, suppliers, gaming products, player journeys, payments, affiliates or the regulatory environment.
That first layer can be broad.
Our Introduction to iGaming provides an overview of the industry, while the Award in iGaming goes further across areas including iGaming compliance, online casino and sportsbook management.
The aim is simple: people should understand the environment their job sits inside.
Then map the roles
This is where the baseline stops being one-size-fits-all.
A CS employee may need practical knowledge of player protection, KYC, Responsible Gambling and escalation.
Payments may need a stronger focus on transaction risks, fraud and chargebacks.
CRM may need to understand responsible marketing and player protection.
Compliance or AML professionals need considerably more depth in the areas they manage.
The useful distinction is exposure versus responsibility.
Someone who may encounter a risk needs enough knowledge to recognise it and follow the right process. Someone responsible for managing that risk needs the expertise to investigate, assess and make decisions.
That distinction becomes particularly important for regulated functions. The MGA’s current Key Function framework requires Key Persons to have sufficient knowledge and understanding for their functions, with minimum CPD requirements for relevant Key Functions.
Don’t let the org chart decide everything
Some subjects travel across departments.
Responsible Gambling is a good example. It may have a specialist owner, but Customer Support, CRM and other teams can still influence the player experience.
Fraud can work the same way. The specialist team may investigate it, while the first useful information appears somewhere else.
That’s why some subjects need broad awareness training, while the people who own them need specialist learning.
Our eLearning catalogue reflects this split, with courses including Responsible Gambling, Player Protection, Anti-Fraud & Payments Handling, AML/CTF, Customer Interaction and Information Security, alongside more specialised trainer-led programmes.
Build around the markets you operate in
Training gets more complex when a business holds licences across different jurisdictions.
The underlying subject may be the same. The regulatory detail, terminology and requirements may not be.
Rather than duplicating an entire course for every market, a modular approach can keep the common foundation together while adding the relevant local requirements.
AML & RG Plug-in Training uses three layers: foundation, jurisdiction-specific and supplementary content. It is designed so staff can be trained for the markets relevant to their roles without repeating the same material unnecessarily.
That is particularly useful for businesses operating across several regulated markets.
Pick the format after you’ve worked out the need
Only now should the question become: eLearning or live training?
For broad employee training, onboarding and knowledge that needs to be accessible across teams, eLearning offers flexibility and scale. Our eLearning courses are self-paced, interactive and regularly updated.
For subjects where discussion, scenarios and expert input add something that a module can’t, live virtual training can make more sense. Live Training (Trainer-Led) catalogue includes areas such as Practical KYC, Operational Fraud Management, Responsible Gambling, AML and MGA Key Functions.
And where standard content doesn’t quite fit the business, training can be adapted or built around specific requirements.
The format should follow the learning requirement, not determine it.
A baseline should survive change
The training someone needs on their first day won’t necessarily be enough a year later.
People move into new roles. Responsibilities expand. Companies enter new markets. Regulations change. Someone can move from needing general awareness to carrying a formal function.
So when reviewing your training plan, look beyond completion rates.
Ask:
What should this role understand?
What should they be able to recognise or act on?
What do they own?
Which requirements come from the markets they work in?
What needs to be refreshed as their role or the business changes?
Those answers give you a much more useful training baseline than a list of mandatory courses.
Build your iGaming training mix with iGaming Academy
Once the gaps are clear, the course selection becomes considerably easier.
iGaming Academy brings together eLearning, live virtual training, specialist programmes, MGA Key Function training and bespoke solutions across industry knowledge, compliance, Responsible Gambling, AML, fraud, payments, player protection and more.
Author: Jovana Kljajic, Senior Marketing Manager