Operations Gaming Incident Support Deputy Manager

As a Deputy Manager within the Operations Gaming Support department, you will be responsible for managing gaming-related queries and issues and act as a central communication point for key stakeholders within the business.

As an Operations Gaming Support Deputy Manager, you will play a crucial part in overseeing the day-to-day resolution of gaming-related critical issues and queries.

Being the central communication point for key stakeholders within our business, you will contribute to the seamless operation of our Gaming Support team, ensuring a high standard of service delivery and alignment with our broader organisational objectives.

If you are a strategic and logical thinker with a passion for gaming and a proven track record in leadership, we invite you to apply.

Preferred Skills, Qualifications and Experience:

• Proven experience at Supervisor level or above in a similar role.
• Strong background in leading and managing teams effectively.
• Exceptional Gaming issue management and decision-making skills.
• Demonstrated ability to make effective judgement calls in high-pressure situations.
• Excellent initiative and communication skills to offer appropriate solutions to Senior Management.
• Track record of successfully developing individuals within a team.
• Ability to influence key stakeholders to achieve desired outcomes.
• Passion and enthusiasm for driving continuous improvement in practices and processes.
• Strong knowledge of all Gaming Products, Game types and Platforms.
• Excellent organisational, prioritisation and time management skills.
• Interest in keeping up to date with technology and the ability to understand technical specification.
• Proficiency in Microsoft Office.

Main Responsibilities:

• Leading and managing a team of Operations Gaming Support Supervisors.
• Coaching and developing Operations Gaming Support Supervisors to ensure delivery of the highest level of service is achieved by the wider Operations Gaming Support team.
• Managing critical and outstanding issues.
• Compiling reports to be able to host periodical SLA meetings to ensure incident management expectations are aligned both internally and externally with game providers.
• Ensuring business-critical problems, including regulatory issues affecting Gaming Products, are recognised and resolved efficiently.
• Building and maintaining an external and internal network and utilising it to gain relevant traction where required.
• Utilising relationships with core internal parties to identify and highlight change, development and product advancement to Management.
• Reviewing current policies and processes to ensure they are fit for purpose and provide relevant suggestions to Management for implementation.
• Proposing, developing and implementing new ideas to drive the department forward and improve efficiency.

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