Operations Manager

General Commercial Gaming Regulatory Authority - GCGRA

الوصف الوظيفي

الأدوار والمسؤوليات

الملف الشخصي المطلوب للمرشحين

This role serves as the central coordinator for GCGRA s contact management activities with external stakeholders, ensuring efficient handling of individual licensing enquiries, consumer complaints, intergovernmental communications, licensee support and other stakeholder interactions. 

The position also works under the direction of the AVP of Responsible Gaming to support Responsible Gaming messaging and frameworks, maintaining its integrity and accessibility.

• Extensive experience in customer contact operations is essential.
• Extensive experience with operational aspects of Commercial Gaming and complaint management would be preferable.
• Bachelor's degree in a relevant field or equivalent experience.
• Proven ability to develop and implement operational procedures.
• Proved experience in continuously improving operational procedures.
• Experience of digital transformation of operational environments.
• Ability to review, analyse and manage broad stakeholder contact.
• Ability to build digital workflows to implement efficient operational procedures.
• Knowledge of concepts relating to the regulation of Commercial Gaming.
• Deep understanding of the needs and behaviours of Commercial Gaming players in relation to responsible gaming.
• Experience in building and managing high-performance teams.
• Clear professional and persuasive communication skills, both written and verbal.
• Experience with CRM systems, live chat platforms, and enquiry management technologies.
• Ability to manage and improve KPIs like response time, resolution rate, and customer satisfaction.

Competencies:

• Relationship Management
• Process and Workflow administration
• Internal Collaboration and Problem Solving
• Risk Identification and Escalation
• Continuous Improvement and Digital Innovation
• Operational Support for Regulatory Platforms