Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Who we areWe’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain and are constantly expanding and evolving.Who we’re looking forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.Why we need youWe’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.f you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment.As our Operations Manager, you will play a key part in delivering effective people development, ensuring that Digi policies and procedures are consistently followed and that all operational strategies are executed in the most effective manner at scale. You will drive the adoption of new technologies to maximise efficiencies within teams and work closely with business stakeholders to ensure their operational needs are successfully delivered.Reporting to the Head of Customer Support, you will lead the Operational Support teams in the formulation and implementation of operational strategy to effectively execute against agreed KPIs and SLAs. Through the use of business tools, you will identify and remove performance barriers, supporting consistent delivery across all support areas and improving overall customer experience.What you’ll be doingYou’ll take ownership of work that gives us our competitive edge, including: Managing Performance: <ul><li>Ensuring that operational KPIs and SLAs are consistently achieved </li><li>Proactively identify and act on day-to-day issues and opportunities to improve the customer experience and increase customer value </li><li>Manage and resolve any business issues or opportunities that may have been escalated 24/7 </li><li>Manage the implementation and execution of customer contact and business projects in line with business strategy and objectives </li><li>Manage effective resource planning for the respective departments </li><li>Identify and remove performance barriers to improve the customer experience (these could include system issues, telephony issues, knowledge gaps, process redundancies, etc.) </li><li>Drive a culture of high-quality performance by communicating, monitoring and managing minimum standards of quality, quantity, accuracy and efficiency of all relevant departmental staff </li><li>Ensuring a high level of service and commitment is maintained when responding to customer requests by keeping all stakeholders updated </li><li>Ensure relevant departmental staff are continuously developed and have the necessary skills to do their jobs optimally </li><li>Ensure relevant departmental staff has access to knowledge bases, and that these are kept updated and user-friendly </li><li>Ensure leaders have access to reporting and measuring tools that will enable more effective decisions regarding managing service levels</li><li>Ensure all related systems and processes are always fully functional </li><li>Oversee all 24/7 functions during non-office hours </li></ul>Coaching & Development: <ul><li>Driving the DIGI culture and values </li><li>Ensure that Personal Development Plans are actively driven within all business units throughout all roles </li><li>Ensure effective succession planning for all levels </li><li>Co-ordinate coaching solutions with the assistance of the following departments: QA, Technical Training, Learning & Development and Human Resources </li><li>Drive an effective, relevant quality strategy within all business units </li><li>Facilitate regular business update strategy sessions with relevant departmental staff </li><li>Facilitate retrospective sessions with the leadership team </li><li>Facilitate situational coaching sessions with the leadership team </li></ul>Operational Project Management: <ul><li>Regular communication to key stakeholders on progress of operational projects </li><li>Project Management and administration of support orientated projects </li><li>Day-to-day management of change requests, conducting impact analyses and implementing change management </li><li>Liaise with the relevant teams to maximize the efficiency of the teams where applicable </li></ul>Reporting and Analysis<ul><li>Analyse how information is recorded, identify and re-engineer processes to improve efficiency with support context </li><li>Analyse customer needs and determine how operations can be altered to improve service to customers and better meet their needs </li><li>Evaluate operational processes to ensure they are compliant with various regulatory standards and other rules and regulations of the industry </li><li>Analysis of operational data and trendspotting </li><li>Provide recommendations on any findings and discuss operational changes with the Divisional Manager and Head of Operations before implementation </li><li>Creation of stakeholder reports (e.g., Month-end reports, Strategy Sessions, etc.) </li><li>Reviewing reports and data of third-party service providers to the operations </li><li>Provide input into new business processes and possible touchpoints in other systems and/or processes </li></ul>Stakeholder relationships and communication: <ul><li>Keep the business (Service Managers, Divisional Manager and Head of Operations) abreast of customer service feedback, trends, issues, and opportunities on a daily basis </li><li>Ensure that internal stakeholders are kept abreast of any business updates </li><li>Ensure that external stakeholders (Relevant HOD, Country Managers) are kept abreast of any business updates </li><li>Offer additional operational solutions to the London client to ensure that the business objectives are achieved </li><li>Ensure that the lines of communication are maintained with stakeholders in group offices around the world</li></ul>This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.Essential skills you’ll bring to the tableThe necessary skills that we require for this role include:<ul><li>Matric/Grade 12 (or equivalent) qualification</li><li>Customer Service diploma (or equivalent qualification)</li><li>Social media and IM experience and qualification</li><li>Minimum of 2 years’ customer service experience within a large volume call centre</li><li>Must have a passion and good knowledge of sports, sports betting and betting markets</li><li>A clear voice and excellent telephonic and written communication skills</li><li>Intermediate computer proficiency (specifically MS Office and internet applications)</li><li>Typing skill and accuracy of an average of 40 words per minute with 90% accuracy</li><li>Strong attention to detail and distinct ability to identify and solve problems</li><li>The ability to swiftly adapt to changes in workplace and industry</li><li>A strong work ethic and sense of responsibility</li><li>Target and quality driven nature</li><li>Ability to multi-task and work well under pressure</li><li>Solution oriented – self-starter with a can-do attitude</li><li>Responsible individual with good timekeeping</li></ul>Desirable skills you’ve got up your sleeveIt would be great if you also have some the following skills:<ul><li>In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends</li><li>Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations</li><li>Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards</li><li>Experience in developing and executing customer retention strategies</li></ul>Our values are non-negotiablesOur culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.These competencies are:<ul><li>Adaptability</li><li>Ownership and accountability</li><li>Initiating action</li><li>Resilience</li><li>Team orientation</li><li>Integrity</li><li>Innovation</li></ul>What you’ll get backWe offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:<ul><li>We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.</li><li>Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.</li><li>Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.</li></ul>Be part of that Superclass feeling.At Super Group, diversity is part of our DNA. With teams across 17 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.Game on!<div> *Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.*Shortlisted candidates may need to complete an assessment. </div>This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification. Should you not hear from us within 2 weeks, please deem your application as unsuccessful.The perfect place to work, play and grow!

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