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Head of Operations, Sliema



Sliema, Malta 

Job Category:

Customer Service

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Job Description:

Our client is looking for a Head of Operations for their Malta office.

Role Summary
We are looking for a solid leader who exhibits strong business acumen, as well as a commitment to productivity and success!
The Head of Operations will ensure that the day-to-day operations run smoothly by implementing
measures that will allow for maximum efficiency.
This is a really exciting opportunity within the business and will give the chosen applicant a chance to make a real difference.
We have fundamental plans ahead of us and this role will play a significant part in making them happen.

Main task:
Provide leadership for the Operations department consisting of the following teams: Payments, Risk & Fraud (Global), Customer Support (Global), Responsible gambling, Office Management, IT support and HR related duties (Malta)
Improve the operational systems, processes, policies, practices, to support better management reporting, information flow and organizational planning
Maintain and seek new strong relationships/agreements with third-parties (Institutions, Game & Payment providers, KYC and other vendors/suppliers) to ensure smooth procurement and delivery of products and services
Responsible for the day to day management of the department to ensure it meets its financial, operating and performance objectives
Develop an effective business model geared towards operational excellence
Create a team that is expert on our entire product offering including sports and casino games, that delivers in accordance with company standards
Achieve a first-class customer experience by embedding quality and service standards, analyzing and resolving issues, identifying trends and recommending improvements
Lead, mentor and develop direct repartees with a view to continual improvement to be the best in the industry. Identify any skills gaps in the department and undertake recruitment programs to support this
Analyze market and regulatory requirements. Implement sound regulatory practices and maintain a compliance framework covering relevant legislative and business risks, while providing the highest client satisfaction possible
Maintain a positive work environment to attract, retain and motivate employees at all levels by promoting communication between colleagues for the benefit of information flow and problem resolution
Act as a point of escalation for customer issues and advising practical solutions. Assist with product development to improve overall member service, risk management and department output
Collaborate in the development and implementation of strategic business plans and budgets and contribute in setting best operational practices
Ensure continuous and overall cost efficiency and quality in operations. Review financial information, draft forecasts and monitor budgets
Support and challenge the Operations team in establishing and fine-tuning success metrics and key
performance indicators for their respective operations to meet/surpass organizational goals
Provide clear and accountable operational objectives, development plans, improvements and status reports to executives, internal stakeholders and business partners
Identify and institute opportunities for increased efficiencies, growth and innovation within the business unit

Personal Requirements:
8+ years of work experience as a Head of Operations or a similar leadership preferably within the igaming industry
Experienced leader with the ability to manage, coach and develop others
University degree in business administration or similar
Proven experience in managing an international team with many languages, competencies and cultures
Comfortable with communicating ‘at all levels’
Familiarity with regulatory and compliance topics
Excellent communication and negotiation skills
Must be a self-starter and driven
Fluency in English is standard and proficiency in another language is a plus
Company Info
Betting Connections
High Street
Sliema, Malta
Phone: +356 27 204 520
Web Site: www.bettingconnections.com
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