Senior Operations Manager - General Management jobs in Malta - February 2024
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Senior Operations Manager

bet365 , Central Malta

Published on 12 Feb 2024

Expires in 19 days (13 Mar 2024)


Bet365 in Malta is currently looking to recruit a Senior Operations Manager to join their team on a full-time basis.

Job Role:
As a Senior Operations Manager, you will play a pivotal role and shape customer excellence at the world's favourite online gambling company.
With over 90 million bet365 customers worldwide, our bustling European operational hub in Malta helps connect customers with our diverse language team, offering excellent service across 17 languages. 
Leading a team of customer service managers, you will coordinate a unified approach to ensure contact centre SLAs are achieved daily.
By owning the review process, you'll develop strategic plans that proactively mitigate the impact of anticipated contact drivers and volume trends. You will focus your team on ensuring our customer service department and supporting functions are always optimised for delivering exceptional service.
On a strategic level, you will be well-versed in understanding the complexities of a multi-market customer contact centre, ensuring that our colleagues understand what we are trying to achieve and that processes are aligned with our objectives. 

Enjoying a competitive salary and benefits package, evening and weekend work is a requirement of the role to ensure operational effectiveness across the busy sporting calendar.

Preferred Skills, Qualifications and Experience:

  • 5+ years within a Customer Service Management role with the ability to make sound, informed decisions under pressure
  • Evidenced track record of fostering impactful changes
  • Emotional resilience, dynamism and adaptability
  • Experience in leading a high-volume team and achieving SLA success
  • Ability to drive performance objectives within a management group
  • Demonstrated success in implementing employee engagement initiatives and talent retention strategies within diverse teams
  • Exceptional written and verbal communication skills
  • Ability to build stakeholder trust and maintain strong working relationships across all levels
  • Excellent organisational, planning and time management skills
  • Ability to manage multiple projects, meet deadlines and deliver high-quality work. 

Main Responsibilities:

  • Ensuring performance SLAs are met and maintained across customer service teams daily
  • Reporting on contact drivers across various markets
  • Liaising with key stakeholders across the business to coordinate the response to operational incidents
  • Collaborate with international Customer Service teams to streamline communication strategies and elevate service experiences to consistent excellence
  • Oversee recruitment strategies across numerous language teams and shape how processes work across the operation
  • Working with the Deputy Head of Operations to set strategic, tactical, and operational goals for your teams
  • Implementing effective development frameworks for all levels within the customer service department
  • Reviewing and developing business processes, policies and best practices to deliver an exceptional level of customer service
  • Maintaining effective workforce management strategies and planning resources to support major events and the growth of the business.

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Full Time
Job Type
Experienced (3 years +), Senior Management
Experience Level
General Management
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