Operations Manager

Job Description

Operational Management

• Assist in the development and deployment of the digital operational activities of the GCGRA to ensure that stakeholder contact is managed efficiently.
• Responsible for coordinating the continuous improvement of the GCGRA’s contact and enquiry management systems used by the GCGRA.
• Support the Licensing processes for Applicants and Licensees as needed.

Contact Management

• Serve as the first point of contact for incoming queries and complaints, providing appropriate templated responses and directing more complex issues to the appropriate departments.
• Receive, log, and route incoming queries to relevant teams while ensuring timely and accurate follow-up.
• Log, escalate, and track player complaints submitted to the GCGRA, ensuring resolution in line with GCGRA service level standards.
• Ensure accurate documentation and tracking of all incoming queries and complaints, supporting transparency and accountability.
• Implement and manage integrated enquiry management system to manage the above.

Training

• Management of training programmes for external facing UX’s, developing materials for supporting users to interact with the GCGRA including licensing portal, applications and reporting tools.
• Support development of training materials as needed across the business.

Qualifications

• Extensive experience in customer contact operations is essential.
• Extensive experience with operational aspects of Commercial Gaming and complaint management would be preferable.
• Bachelor's degree in a relevant field or equivalent experience.
• Proven ability to develop and implement operational procedures.
• Proved experience in continuously improving operational procedures.
• Experience of digital transformation of operational environments.
• Ability to review, analyse and manage broad stakeholder contact.
• Ability to build digital workflows to implement efficient operational procedures.
• Knowledge of concepts relating to the regulation of Commercial Gaming.
• Deep understanding of the needs and behaviours of Commercial Gaming players in relation to responsible gaming.
• Experience in building and managing high-performance teams.
• Clear professional and persuasive communication skills, both written and verbal.
• Experience with CRM systems, live chat platforms, and enquiry management technologies.
• Ability to manage and improve KPIs like response time, resolution rate, and customer satisfaction.

Competencies

• Relationship Management
• Process and Workflow administration
• Internal Collaboration and Problem Solving
• Risk Identification and Escalation
• Continuous Improvement and Digital Innovation
• Operational Support for Regulatory Platforms

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