Job: Head of Operations, Recruit Gibraltar

Our client, a well established online casino group is looking to recruit an experienced Head of Operations to be based in London.
The Head of Operations will have in depth knowledge of the online gaming industry and will be responsible for the entire operation in the London office. The selected candidate will be managing the Call Centre, Fraud, VIP, Payments and IT functions within the office.

Responsibilities

Service
 Ensure the overall smooth and effective running of a contact centre to ensure service delivery excellence to the whole online customer base
 Experience in the management of direct interactions with gamblers
 Ensure the website service is secure
 Monitor and manage KPIs to ensure the service delivery is exemplary

3rd Party Suppliers
 Manage all related suppliers to the business
 Managing the Fraud, IT and Call Centre functions
 Experience in managing telephone systems/suppliers
 Experience in managing Payments & Fraud teams
 Demonstrable success of operating in multi-language territories
 Proven ability to negotiate best terms, whilst maintaining strong, long-lasting relationships

Financials and Reporting
 Capable of writing detailed operational financial reports
 Communicate and report on all contact centre statistics to the board and management
 Formulate and manage forecasts and budgets
 Manage and set internal KPIs

People Management
 Motivate and performance manage all staff
 Provide ad-hoc training as and when required
 Have a good knowledge of basic HR responsibilities
 Lead from the front and provide customers and colleagues with a great example of customer service and leadership


Person Profile
 Must have online gaming/casino experience
 A proven track record of managing people/teams in a call centre environment
 In depth knowledge of the online gaming community
 A second European language - especially Italian - would be hugely advantageous