Operations Manager at Gap Recruitment Services Limited

Job Purpose:

The Operations Manager will be responsible for leading the day-to-day operational performance of the online betting platform. This role involves managing cross-functional departments, ensuring compliance with local regulations, optimizing platform performance, and maintaining exceptional customer experience. The successful candidate will play a central role in the company's continued growth by ensuring efficiency, scalability, and innovation across all operational functions.

Key Responsibilities:

Strategic Operations Management:

• Develop and implement operational strategies that align with business goals and growth objectives.
• Oversee all operational departments including customer support, payments, compliance, IT operations, and marketing.
• Define and monitor operational KPIs, prepare reports, and provide insights to senior management.

• Support scalability plans for product launches and market expansion.

Platform Oversight & Optimization:

• Supervise platform performance, system uptime, and user experience across betting, casino, and payment platforms.
• Liaise with product, tech, and provider teams to ensure timely delivery of platform enhancements and issue resolution.
• Proactively identify operational inefficiencies and propose solutions for continuous improvement.

Compliance and Risk Management:

• Ensure full adherence to BCLB and other regulatory bodies requirements.
• Prepare audit documentation and address findings through corrective action.
• Maintain robust processes around responsible gaming and legal compliance.

Customer Experience & Service Excellence:

• Oversee all customer touchpoints, including support, VIP, and payments teams.
• Drive initiatives to enhance customer satisfaction, loyalty, and reduce churn.
• Recruit, train, and evaluate team performance based on KPIs.

Crisis Management:

• Respond swiftly to incidents such as downtime, system failures, or payment issues.
• Coordinate with technical and support teams to resolve problems and implement preventive measures.
• Maintain incident logs and lead post-incident reviews.

Vendor and Stakeholder Management:

• Manage relationships with key vendors including platform providers, payment processors, and third-party tech partners.
• Negotiate contracts and ensure service level agreements are met.
• Collaborate across departments to implement new systems and processes.

Leadership & Team Development:

• Provide leadership to operations teams and nurture a high-performance culture.
• Mentor department heads and facilitate team growth through regular feedback and training.
• Conduct performance evaluations and align teams with company goals.

Financial Oversight:

• Manage and track operational budgets and expenditures.
• Collaborate with finance teams to ensure cost efficiency while maintaining service standards.
• Assist in long-term forecasting and financial planning for operational functions.

Qualifications & Experience:

• Bachelors degree in Business, Operations Management, IT, or related field.
• At least 5 years of experience in an operations leadership role, preferably within the iGaming, betting, or fintech sector.
• Strong understanding of online betting platforms, customer lifecycle management, and compliance frameworks.
• Proven experience in managing cross-functional teams and scaling operations.
• Excellent project management, communication, and leadership skills.

Key Competencies:

• Strategic thinker with excellent problem-solving capabilities.
• Highly organized, analytical, and detail-oriented.
• Strong leadership presence and people management skills.
• Familiarity with regulatory environments and technical systems in the iGaming industry.
• Ability to work under pressure and adapt to a dynamic environment.