Head of Operations (Spanish Speaking)

Our client is currently looking for a Head of Operations to join their operations team based in Malta. In this role you will be reporting directly into the Chief Operating Officer. Your main responsibility will be to ensure the top-quality service to all customer and delivering operational performance and commercial targets.

Responsibilities:

Fully accountable for Customer Service team operating 24/7
Senior leader accountable for stakeholder engagement across all operational and supporting functions
Ability to convey operational vision to the management team
Provide Inspirational Strategic leadership to firmly endorse a contact centre culture that underpins the beliefs and behaviours of the company
Define the Strategy for Customer Contact Operations delivering innovation for the brands
Instill a culture of high performance and outstanding results where the team are encouraged to perform to their best, including defining and implementing a Reward and Recognition scheme to drive motivation and engagement within Contact Centre
Deliver the daily service levels across all channels 24/7, by working with the Team Managers to ensure expected levels of productivity and KPI’s are achieved
Responsible for high level / complex customer contacts and complaints escalated from Team Managers and Customer Service Agents as required within timescales and own all service-related complaints
Build and Manage relationships with external 3rd party service providers, holding regular Service review and performance meetings
Create & maintain an environment that promotes Responsible Gambling, and controls to ensure that vulnerable customers are protected
Responsible for adherence to all regulatory requirements, e.g. Data Protection Act and Anti-Money Laundering regulations
Awareness of Group policies and procedures and the regulation relevant to the role
Ensure effective risk management processes and controls are in place at all times and appropriate measures implemented to ensure compliance with relevant Group Policies

Requirements:

Extensive experience of leading multiple operational customer service teams with between 5-10 years experience in a similar role
Extensive knowledge of the iGaming industry
Extensive experience in leading and developing large contact centre teams, including multi-lingual teams
Fluency in Spanish and English languages are a must
Excellent knowledge of contact centre applications & platforms, as well as understanding and experience of operations management
Extensive experience of managing significant partnerships and other third parties
A proven leader of people with very strong interpersonal and communication skills with a focus on attention to detail
Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs
Understands the complexities of political dynamics and uses this to manage relationships and resolve conflict effectively
Experience of influencing at all levels, cross functionally and externally; providing clarity and insight to complex discussions and debates in order to achieve resolution and understanding

Operations

to be discussed