Director of Operations.

Pentasia are currently recruiting for a Director of Operations for a prominent iGaming company in Malta.

 

Job Summary:

 

The main purpose of this role is to lead the company’s Customer Service and Payment Processing functions to drive efficiency and foster cross-departmental collaboration. The successful candidate will be responsible for ensuring the smooth and efficient operation of these critical functions, with a focus on delivering exceptional service to our customers while effectively managing risks and optimizing processes.

 

Main Duties & Responsibilities:

 

• Lead and manage the Customer Service and Payment Processing departments, overseeing day-to-day operations and ensuring alignment with company goals and objectives.
• Develop and implement strategies to enhance the customer experience, drive customer satisfaction, and maximize customer retention.
• Monitor key performance indicators (KPIs) and metrics to evaluate departmental performance and identify areas for improvement.
• Innovate and standardize business processes across different departments, enhancing operational efficiency and effectiveness.
• Manage the adoption and optimization of technology solutions, ensuring the seamless operation of our operational tools and systems.
• Lead the charge in resolving cross-departmental issues, maintaining operational continuity and excellence.
• Ensure adherence to regulatory requirements and industry standards across operations.
• Conduct contract reviews, negotiations and due diligence to ensure favorable terms and compliance with company standards.
• Collaborate with cross-functional teams, including Product, Marketing, and Compliance, to develop and implement initiatives to enhance operational efficiency and effectiveness.
• Drive a culture of continuous improvement and innovation within the Operations team, fostering a collaborative and results-oriented work environment.
• Stay abreast of industry trends, regulations, and best practices, and make recommendations for process improvements and enhancements.
• Work closely with the Business Intelligence function to set up the necessary tracking mechanisms to analyse and report on business performance

 

Knowledge – Including Qualifications

 

• Bachelor's degree in Business Administration, Management, or a related field;
• Proven track record in a senior management role within operations
• Strong knowledge in the sportsbook or iGaming industry;
• Strong leadership and management skills, with the ability to motivate and inspire teams to achieve goals and objectives.
• Excellent analytical and problem-solving skills, with a data-driven approach to decision-making.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
• Ability to thrive in a fast-paced and dynamic environment, with a strong sense of accountability and urgency.