GrowMore Recruitment is a full service, multi-specialist recruitment agency! We work across virtually all industry sectors, with clients ranging from small start-ups to global blue-chip companies and large public sector and not-for-profit organizations.
Within this role, you will monitor the gaming area, administer policies, assure compliance with regulatory requirements, also oversee and supervise casino personnel, handle problems on the casino floor, take care of customer complaints, and promote good customer service. This is a supervisory and management position
Responsibilities:
- Manage the Casino operations team
- Become part of the Casino BU operational management team
- Be the casino point of contact for all our casino brands
- Represent the casino consumer voice in the company
- Competitor analysis of the entire value chain and identify relevant best practices from similar disciplines
- Casino focal point for key user journeys and touchpoints, and initiate improvement plans accordingly
- Identify needs and initiate a plan to provide a best-in-class casino customer support experience
- Optimize and own the risk management of casino games limits
- Optimize and own the casino content presentation
- Initiate additional development and evolution of the operational tools
- Casino focal point for deposit limits policy and risks management
- Work with training team on new product launches and knowledge transfer
- The focal point for customer support interface, capabilities, and tools
- Ongoing review of outstanding support events and action improvement plans and mitigation
- Handle major site incidents and escalations
- Own the casino production calendar and all changes that might impact user experience
- Own the production upload calendar risks management
- Monitor casino SLA and production stability
- The focal point for customer satisfaction rating and proactively develop initiatives for improvement
- Proactive functional testing among the various platforms / games / licenses / brands
- Work closely with the VIP and marketing teams to optimize customers journey and user expectations
- Manage customer surveys
Requirements:
- Proven experience with a Real Money Casino operations of at least 5 years – a must
- Highly numerate and analytical
- Ability to work in a matrix organizational structure with a diverse group of internal and external personnel
- Experience in working with marketing services and product teams
- Self-motivated with the ability to work independently
- Strong communication, organizational, and project implementation skills
Benefits:
- Competitive salary
- 5 Star health insurance
- Mobile balance allowance
- Gym/Fitness Centre membership
- Great office and fantastic, upbeat atmosphere