Customer Operations & Managed Services Director

Posted 6 hours 27 minutes ago by Aristocrat Interactive

Permanent
Full Time
Other
Not Specified, Malta
Job Description
Aristocrat Interactive is looking for a dynamic and motivated Customer Operations & Managed Services Director who will take full responsibility of the Company's White Label Managed Services and Customer Operations division.

What You'll Do

  • Manage the Operations and Managed Services Division, including both dedicated and shared Customer Support, RG & AML, Risk & Fraud and Payments Departments.
  • Ensure Company and partner objectives and KPIs are met by each department.
  • Revise and approve all Department service targets, monthly targets, quarterly targets, and work plan to achieve these targets. This includes dedicated and shared managed services project resources.
  • Drive Operational and functional efficiencies through policy and process review, optimization and automation.
  • Co-ordinate and manage shared managed services resources for Platform and B2B
  • Create and revise department protocols to ensure our service quality and customer satisfaction.
  • Promotion and development of the Department's staff.
  • Departmental planning.
  • Be a role model, leader, mentor, and motivator to the division.

What We're Looking For

  • 3+yrs Senior iGaming Operational Management experience (teams of 40+) with a strong knowledge of Risk, Fraud, RG, AML and Compliance.
  • Service oriented with a clear focus on customer success.
  • Analytical with strong grasp of financial and operational KPI metrics and reporting
  • Adaptable, resourceful and innovative
  • Ability to work well under pressure and against deadlines.
  • Excellent written and verbal communicational skills are essential
  • Able to demonstrate strong accountability and task ownership
  • Strong team player, excellent interpersonal skills, self-motivated.
  • A proven track record of building teams and growing staff - succession and talent development.
  • Experience with structured process improvement & enhancement of operational frameworks.
  • Be aligned and drive the adoption of Company values as a role model.
  • Advanced knowledge of Windows Office programs (Word, Excel, and Outlook).

Company Summary

Aristocrat Interactive

Aristocrat Interactive is Aristocrat Leisure Limited's ( ASX:ALL ) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses ( Anaxi , NeoGames , Aspire Global, BtoBet , and Pariplay) came together. The business is an industry leader in content and technology solutions for online RMG, with a full- service offering that includes content, proprietary technology platforms and a range of value added services across iLottery , iGaming and Online Sports Betting (OSB).

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play .

Our Values

  • All about the Player

  • Talent Unleashed

  • Collective Brilliance

  • Good Business Good Citizen

Travel Expectations Up to 25%