Company Description

BingoSoft is a leading online gaming operator, with its own Bingo, Roulette and VideoBingo technology solutions and operations. Based in Malta with a global reach, BingoSoft operates in the Spanish market and will be launching soon in other regulated markets.

Job Description

The Head of Operations – International reports directly to the Chief Operating Officer and is responsible for the sustainable and appropriate performance of the 24/7 teams and managers reporting to this role.

This role works closely with other teams in Malta and Barcelona and is a key bridge to ensure good and transparent communication across teams and the identification and management of possible constraints emerging for this end. It is also responsible for improving the customer experience delivered through our customer contact channels and continually looking for new ways to deliver both experience and revenue.

Our Head of Operations inspires and leads by example the managers of the... Fraud and Payments, Customer Service, Chat Managers and Safer Gambling teams and is responsible to reduce barriers to performing work and embedding safer gambling culture and AML safeguards within the broader support office teams.

The Head of Operations – International role includes the tracking and improving KPIs for the teams and suppliers’ performance, management and governance of communications and documentation, budget and invoicing suppliers’ management, reporting, controlling and risk management.

Responsibilities include:
• Senior leader accountable for stakeholder engagement for all operational and support functions across YoBrands including 24/7 Contact Centre operations
• Ability to convey operational vision and performance to the management team and broader Rank teams
• Instill a culture of high performance and outstanding results where the teams are encouraged to perform to their best, including defining and monitoring KPIs, and engagement schemes to drive motivation and retention within the teams
• Provide inspirational and strategic leadership to managers and teams to firmly endorse a culture that follows the vision and mission of the Rank Group business
• Deliver high service levels across all channels 24/7, by working with the Team Managers to ensure expected levels of productivity and KPI’s are achieved
• Responsible for high-level/complex customer contacts and complaints escalated from Team Managers and Customer Service Agents as required within timescales and own all service-related complaints
• Building and managing relationships with external service providers, holding regular service reviews and tracking of performance, and ensuring governance, controls and documentation are accurate and followed
• Create & maintain an environment that promotes Responsible Gambling, and controls to ensure that vulnerable customers are protected
• Responsible for adherence to all regulatory requirements, group policies and procedures relative to DGOJ, Data Protection Act, Safer Gambling and Anti-Money Laundering regulations
• Ensure effective risk management processes and controls are always in place and appropriate measures are implemented to ensure compliance with relevant Group Policies

Qualifications
• Professional Spanish fluency is required
• Demonstrable experience with DGOJ & gambling regulations knowledge
• Extensive experience in leading operational teams with demonstratable experience in a similar role
• Relevant experience in leading and developing managers and large multi-lingual teams’ part of contact centre, payment, and other support teams
• Proven experience with Salesforce, Microsoft Suite, and other third parties Back-office environments, contact centre applications and platforms, as well as understanding and experience in operations management
• Extensive experience in managing and evaluating partnerships and other third parties
• Good knowledge and experience of AML, KYC, GDPR and other payments and contact centre compliance standards
• Experience working within a digital or cross-channel business - highly desirable
• A proven leader of people with very strong interpersonal and communication skills with a focus on attention to detail and time management.
• Must be able to deliver a strong team culture through leading by example
• Articulate and confident standing up and delivering to large audiences
• An experienced self-starter and an inspirational leader of your team
• High energy, motivational and collaborative vision setter
• Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs
• Takes ownership of communicating initiatives clearly, ensuring smooth implementation
• Experience in influencing at all levels, cross-functionally and externally; providing clarity and insight to complex discussions and debates to achieve resolution and understanding
St Julian's Malta

Salary Criteria