Operations Manager

External

Myhcm · Cape Town, South Africa

Full-timeOn-siteToday

Leadership

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About the role

We'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 for We'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 you We'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.

Responsibilities

You'll take ownership of work that gives us our competitive edge, including:

Managing Performance:

Ensuring that operational KPIs and SLAs are consistently achieved

Proactively identify and act on day-to-day issues and opportunities to improve the customer experience and increase customer value

Manage and resolve any business issues or opportunities that may have been escalated 24/7

Manage the implementation and execution of customer contact and business projects in line with business strategy and objectives

Manage effective resource planning for the respective departments

Identify and remove performance barriers to improve the customer experience (these could include system issues, telephony issues, knowledge gaps, process redundancies, etc.)

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

Ensuring a high level of service and commitment is maintained when responding to customer requests by keeping all stakeholders updated

Ensure relevant departmental staff are continuously developed and have the necessary skills to do their jobs optimally

Ensure relevant departmental staff has access to knowledge bases, and that these are kept updated and user-friendly

Ensure leaders have access to reporting and measuring tools that will enable more effective decisions regarding managing service levels

Ensure all related systems and processes are always fully functional

Oversee all 24/7 functions during non-office hours

Coaching & Development:

Driving the DIGI culture and values

Ensure that Personal Development Plans are actively driven within all business units throughout all roles

Ensure effective succession planning for all levels

Co-ordinate coaching solutions with the assistance of the following departments: QA, Technical Training, Learning & Development and Human Resources

Drive an effective, relevant quality strategy within all business units

Facilitate regular business update strategy sessions with relevant departmental staff

Facilitate retrospective sessions with the leadership team

Facilitate situational coaching sessions with the leadership team

Operational Project Management:

Regular communication to key stakeholders on progress of operational projects

Project Management and administration of support orientated projects

Day-to-day management of change requests, conducting impact analyses and implementing change management

Liaise with the relevant teams to maximize the efficiency of the teams where applicable

Reporting and Analysis

Analyse how information is recorded, identify and re-engineer processes to improve efficiency with support context

Analyse customer needs and determine how operati

Operations Manager

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