Group Director of Customer Service and Operations

Company Description

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together.



Job Description

We are looking for an exceptional and inspirational leader who is driven to achieve results whilst empowering and driving their team to succeed. You will have a passion for creating high-performing teams and delivering great service through the application of technology, AI, continual optimisation and innovation. You will also have experience of developing and leading efficient operations in the most cost-effective way to meet the current and future needs of the organisation.

Reporting to the Chief Operating Officer you will be part of the senior leadership team as well as the wider Executive Leadership Team.  

This role is responsible for the leadership and continuous development of all pivotal operational functions within the group such as Customer Service Contact Centres, Back Office Operations, Risk and Payments, Customer Protection and the associated Support Teams for Customer Service and Operations. We operate 24/7, we are multi-channel and we are global in over 15 different locations covering 16 languages.

Main areas of focus:

• Accountability for the global Customer Service and Operations Strategy serving our global customer base.
• Ensuring the Contact Centre and Operations teams operate efficiently with the capability and capacity to deliver great experiences for our customers.
• Balance service levels that meet customer expectations with cost and ensuring the team remain as effective and efficient as possible.
• Develop the function to act as an intelligence hub to the rest of the business, providing valuable insights that inform on how we can improve the customer experience.
• Ensure delivery of all key OKRs (Objectives and Key Results) set by the company and for the Customer Service and Operations team.
• Instil a data-driven and insight led culture across the team.
• Ownership of the budget and forecast for the team collaborating closely with the Finance teams.

Qualifications

• It is important that you have previously excelled in leading successful large teams in excess of 1000 people within complex, multi-channel, global and regulated businesses, and you are able to demonstrate that you truly appreciate and understand the technicalities and challenges of operating in such an environment.
• Breadth of experience working across different sectors, regulators, industries and geographies.
• Experience serving global customers with an appreciation of the nuances and their differences in needs an expectations. 
• Experience in financial services, regulated or betting and gambling is desirable but not essential. 
• Experience working in a fast-paced and agile environment.
• Experience and knowledge of leveraging different technology solutions and tools to enhance the customer service experience and deliver ROI.
• Experience managing remote locations and a multi-cultural environment.
• Previous success in managing and developing relationships with third party suppliers and outsourcers.

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.