Head of Customer Operations - NL/BE

As Head of Customer Operations, you will lead three key teams: Player Risk, High-Value Customer Engagement & Sustainability, and Customer Service. Your focus is to ensure consistent, compliant, and high-quality operations in NL & BE markets. This hands-on role includes managing performance, maintaining service standards, and ensuring regulatory adherence, while supporting responsible, sustainable customer experiences. You will shape cross-functional initiatives by providing operational input, customer insights, and data-driven recommendations, combining a strong service ethos with RG, AML, and governance alignment.

• Oversee the day-to-day running of the Player Risk, HNW Engagement, and Customer Service teams to ensure efficient, compliant service delivery, with a focus on meeting defined KPIs
• Ensure service level agreements (SLAs), contact quality, and response time standards are met consistently across all functions
• Act as the key point of operational coordination across the three teams, aligning daily priorities, resolving escalations, and supporting effective communication flow
• Ensure operational adherence to all RG, AML, and market-specific regulatory requirements, supporting safe and sustainable player outcomes
• Collaborate with Governance, Compliance, and Legal to provide accurate operational input and maintain readiness for audits, reviews, or licence checks
• Escalate RG, AML, or conduct-related risks appropriately, ensuring timely documentation and follow-up in line with policy
• Provide operational requirements, feedback, and insights to support improvements to workflows, tooling, and processes
• Contribute to the refinement of customer journeys to ensure operational feasibility, compliance, and player protection
• Participate in the testing and operational rollout of new initiatives led by Governance, Product, or Strategy teams
• Oversee the execution of HNW customer service activities, ensuring interactions are personalised, secure, and aligned with RG and retention goals
• Coordinate with CRM, Country Managers, and Compliance to ensure HNW engagement supports both commercial value and sustainability
• Lead and support team managers across the three areas, ensuring expectations, development goals, and performance metrics are clearly defined and monitored
• Track operational KPIs including case handling, contact quality, and compliance metrics; provide regular coaching and performance input
• Promote a collaborative and accountable culture, grounded in compliance, operational excellence, and continuous learning
• Represent customer operations in cross-functional projects and discussions involving Compliance, Product, Legal, CRM, and Customer Experience teams
• Provide operational insight into decisions that impact service, player safety, or team execution, ensuring solutions are practical and effective
• Ensure that you, and your team, adhere to the Governance, Risk & Compliance (GRC) obligations within your direct responsibility and control
• Ensure any non-compliance incidents within your team are raised through the appropriate channels (Compliance Incidents Process) and that your team are informed of any reporting processes relevant to them
• Challenge processes, policies and projects that will negatively impact compliance within the Group
• Ensure your team's completion of all mandatory compliance trainings within the set deadline
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear

• Extensive operational management experience in a regulated environment
• Strong understanding of operational delivery frameworks including SLAs, case handling standards, and escalation procedures
• Working knowledge of RG, AML, and other regulatory principles; comfortable ensuring compliance in daily customer interactions
• Experience managing high-performance teams and supporting HNW customers with sensitivity and integrity
• Able to interpret performance trends and provide meaningful feedback that contributes to process enhancement and team effectiveness
• Confident communicator and contributor in cross-functional environments.
• Fluent in English; additional language(s) relevant to target markets is a plus.

• Well-being allowance
• Learning and development opportunities
• Inclusion networks
• Charity days
• Long service awards
• Social events and activities
• Private medical insurance
• Life assurance and income protection
• Employee Assistance Programme
• Pension