Head of Online Operations

작업 내용

Are you obsessed with delivering outstanding customer experience and loyalty?

Do you love building and/or simplifying processes, and developing high performing teams? Do you enjoy working in a fast-paced environment and getting your hands dirty?

Are you ready to take on your next leadership challenge in a fast-paced online business?

If this sounds like you, then we’d love to chat!

The Head of Online Operationswill play a pivotal role in ensuring operational activities and processes are aligned to meet current and future business needs and support our mission to offer thrilling entertainment with honest odds and a fair chance of profit.Your leadership, influencing & relationship building skills will be complemented by a hands- on approach in managing change and you will have a natural talent for motivating and getting the best out of the teams working under your direction.

As Head of Online Operations, you will be responsible to lead the Customer Service, Risk, Fraud & Payments and Responsible Gaming teams with a direct span of 2-3 managers and overall span of around 25-30 team members. Your goal is to find optimisations in all these domains and teams, and provide an effective Online Operations department. You’ll start with implementing best practices and strengthening of the departments, while looking out for future proof technology and software that improve the Customer Experience and operations.

Your Role

• Recruiting, mentoring and developing your team members, and nurture an environment where they can excel through encouragement and empowerment
• Responsible for constant review and approval of standard operating procedures of your departments.
• Ensure that costs of online operations adhere to the budget.
• Improving the payments flow, processes, and monitoring; preventing any risks that cause a negative impact on business.
• Take ownership for our fraud policy and make sure that loyal customers are not affected by our fraud policy.
• Ensure that all procedures are implemented and compliant with the existing laws (i.e., AML, GDPR, other Belgian/European laws with respect to Gambling industry).
• Responsible for providing enhanced user experience in close partnership with other departments such as UX, Marketing and technical teams.
• Constantly assess and improve our Responsible Gaming program, together with our legal and compliance team to handle addiction prevention mechanisms
• Keep ahead of industry’s developments and apply best practices to areas of improvement

Requirements for the position

• You have a Bachelor’s Degree or a similar education.
• You have more than 8 years of experience, preferably in managing online operations; experience in iGaming industry is valuable.
• You have professional knowledge of Dutch & English.
• You have previous experience of running multiple operational teams in a dynamic and highly regulated environment.
• You have a problem-solving, innovative mindset, capable to think out of the box.
• You are stress resilient and have a hands-on mentality

Our Offer

Napoleon Sports & Casino is Belgian market leader in the entertainment sector, and part of Superbet Group, a leading pan-European entertainment corporation. We are focused on marketing online and offline gaming experiences that are safe, thrilling and rewarding. Our innovative platforms are built in contemporary technologies that run on a state-of-the-art system architecture.

In return for your dedication and expertise, we offer a challenging career in a unique, fast-paced and dynamic environment. We offer the possibility of up to 60% remote work, an attractive salary package, including various benefits as well as ample learning and growth opportunities. Our offices are based in easily reachable, modern offices in Aalst, between Brussels and Ghent.