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Operations Manager

2 meses atrás

São Paulo Brazil, BR Pentasia Tempo inteiro

About the Role

Our client, a leading iGaming software and platform provider with a portfolio of various well-known B2C brands, is on the lookout for an enthusiastic Operations Manager. In this position, you will oversee the daily operations of the Customer Service Department, as well as conducting customers KYC verifications and overall Risk/Compliance assessment monitoring.


Important: iGaming experience is mandatory. In addition, this position requires working in shifts and being able to travel to Cyprus for a one-month training.


Essential Job Functions / Main Duties & Responsibilities:

  • Develop, supervise and maintain a high-performance Operation centre, including recruitment, training and establish exceptional workflow processes
  • Effectively manage team performance and workload related to Customer Support and Risk/Compliance responsibilities as:

Troubleshooting, assisting and handling customer enquiries whether related to product information, complaints or general information requests in a timely manner.


Ensuring customers enquiries are handled in accordance with the company high service standards.


Conduct KYC verifications and daily risk processes to identify, manage and report suspicious/fraudulent activity.


Ensure the staff is up-to-date with the company policies, procedures and regulatory license requirements.


  • Monitor the Operation functional KPIs, analyze daily the service delivered to customers and provide periodic reporting to the respective higher management stakeholders
  • Collaborate and work closely with other Internal Departments within the organization


Skills & Qualifications:

  • Minimum 3-5 years of Operation/Customer Service Management experience in iGaming industry. High advantage for iGaming Experience
  • Understanding of customer relationship management theory and practice
  • Excellent communication skills, written and verbal English, methodical, with excellent attention to details
  • Excellent organizational, management and individual productivity skills
  • Ability to function as a self-starter with an emphasis on getting things done
  • Must be able to work under pressure in fast paced environment
  • Ability to problem solve and adapt to changing business requirements
  • Experience in recruitment and training
  • Strong interpersonal skills with the ability to build relationships across departments and remote office
  • Devoted person that inspires to excel and achieve all goals and objectives
  • Extensive knowledge of MS Office tools and experience with various CRM Tools