BettingJobs are working with a leading global player in the rapidly growing iGaming market who operate more than 20 brands on its proprietary platform. They are currently looking to add a Casino Operations Manager to their team in Malta.
The successful candidate will play a crucial role in guaranteeing the seamless operation of their online casino brands. Their primary focus will be maintaining high operational standards and strict regulatory compliance in regulated markets.
Responsibilities:
• Overseeing and managing the day-to-day operations of the online casino brands.
• Ensuring all operational processes and best practices are documented and kept up to date. Share knowledge and train the team on policies and procedures.
• Develop and implement operational strategies maintaining strict adherence to regulatory requirements and responsible gambling practices.
• Ensure that any customer queries related to Casino Product are escalated and resolved or escalated in a timely manner.
• Diagnosing and resolving day-to-day issues ensuring players are not kept waiting and quickly compensated.
• Maintain internal SLAs ensuring rapid response, resolution, and excellent stakeholder communication throughout.
• Be the main point of contact for 3rd party suppliers when operational issues arise and create and manage Jira tickets with external suppliers.
• Collaborate with cross-functional teams, including the entire casino team, product owners, marketing teams, customer support, compliance team.
• Monitor key performance indicators to identify areas of improvement, and growth opportunities, and implement necessary adjustments to drive success.
• Establish and maintain strong relationships with software providers, payment processors, and other key stakeholders in the iGaming industry.
• Manage and develop the casino operations team, fostering a culture of collaboration, innovation, and continuous improvement.
• Ensure compliance with all relevant regulatory requirements and internal policies, including anti-money laundering (AML), Know Your Customer (KYC), new providers onboarding and responsible gambling practices.
• Continually improve training materials, keep them up to date and ensure consistency and alignment of training materials across the Gaming teams.
Requirements:
• At least 3 years’ experience within the iGaming industry as an Operations Manager equivalent.
• Outstanding organisational experience and attention to detail.
• Experience in following and implementing processes and procedures.
• Ability to solve complex problems and solutions orientated.
• Data-driven mindset and proficiency in Excel and PowerPoint.
• Comfortable presenting to key internal and external stakeholders.
• Excellent communicator with a high level of spoken and written English.
• A can-do and proactive attitude and self-motivated.
• Team player who can also work independently when required.
• A passion for the online casino industry.
