Ops Excellence Specialist

Join our Customer Operations team as an Operations Excellence Specialist, where you'll play a critical role in delivering seamless end-to-end customer experiences. Working across settlement, promotional execution, platform optimisation, reporting, and operational initiatives, you'll help ensure our customers receive a smooth and reliable experience while driving continuous improvement across key operational processes. This is a highly collaborative role that partners with teams across the business to solve customer pain points, optimise workflows, and support operational excellence.

Responsibilities Include:

Manage manual settlement processes across racing and sport markets where automation is not available or has failed.

Execute and support customer promotional activity, including mass-market promotional payouts and operational delivery of campaigns.

Create and publish on-platform promotional content while identifying opportunities to improve customer self-service experiences.

Conduct compliance checks, monitor operational performance, and deliver reporting on key business KPIs.

Collaborate with stakeholders across Operations, Risk & Trading, Product, Customer Service, Customer Value, Marketing, and Customer Engagement to improve customer journeys and deliver business priorities.

You're a customer-focused professional who is passionate about creating exceptional experiences and finding smarter ways of working. You enjoy challenging the status quo, using data and insights to solve problems, and continuously looking for opportunities to improve processes. A collaborative team player, you value diverse perspectives, build strong stakeholder relationships, and remain adaptable in a fast-paced environment. You're motivated by learning, embrace change, and bring energy, curiosity, and a positive attitude to everything you do.

Experience in customer operations, customer service, customer experience, or a similar operational environment.

Strong understanding of settlement processes and Risk & Trading principles, ideally within a wagering, betting, or regulated industry environment.

Ability to analyse data, interpret trends, and recommend actions that improve customer and business outcomes.

Experience designing, improving, or supporting customer-led processes and operational workflows.

Excellent stakeholder management skills with the ability to collaborate effectively across multiple teams and functions.