Position: Head of Operations
Purpose: This position heads up the operational teams in our South African office, which consists of customer services, fraud, financial operations, workforce management (WFM) and IT Helpdesk. It has direct responsibility for the customer services and WFM functions, whilst also providing on-site support and guidance for our IT support and fraud teams who are managed from outside of South Africa.
The role requires someone who is passionate about great service, committed to employee coaching and staff development and capable of getting their hands dirty and contributing to continuous improvement in a complex operational environment.
Remuneration: Negotiable based on experience
Ensure that the customer operations teams in South Africa provide the best possible experience for customers across our portfolio of brands.
Provide strategic direction and planning for the customer support teams in South Africa.
Work with the Director of Operations and Head of Operations in Panama to ensure the direction and planning for the South African teams are aligned with the overall customer services strategy.
Responsible for performance management systems and processes for all employees in the fraud and customer support teams in South Africa.
Responsible for coaching and developing the customer support and fraud operations managers to more effectively fulfil their roles.
Liaise with key stakeholders in the business, such as trading, product owners, fraud, payment processing and IT teams to improve the products we offer based on customer feedback via the South African teams.
Working with our WFM lead ensure that forecasting and scheduling is optimised for our sites in South Africa and Panama.
Provide employee relations advice and support for managers and supervisors, where required liaising our off-site attorney.
Ensuring that the most effective processes are in place to meet recruitment targets for the customer support and fraud teams and recruit the best candidates for these roles.
Attend weekly meetings of the global customer service senior leadership team to report on customer service performance level in South Africa.
Be committed to continuous improvement and be able to make suggestions for changes and improvements in both the customer support and fraud operations.
Working with the fraud manager and customer service managers ensure that the customer support and fraud operations conform with local legislation and regulations.
4-6 years mid to senior management experience in contact center or customer service environment.
Excellent influencing skills and the ability to shape agenda with key Stakeholders within the business.
Analytic mindset with a desire to get behind the number to understand trends.
Be able to role model great service skills and handle escalated situations with ease and professionalism.
A passion for coaching and developing employees.
Must have a flexible schedule as we are a 24/7 operation.
Knowledge of Project Management principles would be advantageous.
Degree in a business-related discipline would be advantageous.
A passion for and knowledge of sport and or betting would be advantageous.
Knowledge of customer service contact center systems including WFM.
Familiarity with online and offline payment fraud, payment industry trends, risk analysis, third party verification and risk management solutions.