A growing start up organisation is looking to hire a Head of Operations to be based in Malta.
Provide leadership for the Operations department consisting of the following teams: Payments, Risk & Fraud, Customer Support, VIP, Office Management and HR.
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 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, analysing 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.
Analyse 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 a point of escalation of 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.
Skills and Experience
At least 5 years of senior managerial experience within the online gaming industry
Trustworthy and reliable
Excellent communication skills both verbal and written
Demonstrated leadership and vision in managing teams and major projects
Excellent interpersonal skills and a collaborative management style
Excels at operating in a fast pace and diverse workplace.
Excellent people manager, open to direction and collaborative work style and commitment to get the job done
Ability to challenge and debate issues of importance to the organisation
Ability to look at situations from a risk-based perspective/approach
Ability to delegate responsibilities effectively
In-depth knowledge and understanding of Anti-Money Laundering / Responsible Gaming and industry licensing requirements (preferably Sweden)
Excellent analytical skills and the able to apply knowledge using the broader perspective of the overall business environment
Solid organisational, time management and complex problem-solving abilities
Candidates with a strong background in online payments will be preferred
For more information contact firstname.lastname@example.org