Head of Operations

Are you a Head of Operations looking for a new challenge? We may have the perfect opportunity for you! A gaming company has a great job opportunity for you to join their team in Cape Town. This role is to provide the thought leadership in committing to the continuous improvement and management of these departments to the optimal advantage of the shared customer services base. Does this sound like challenge you’ve been looking for? Keep reading!

Your key job responsibilities as the Head of Operations in Cape Town will include:

• Ensure that the customer operations teams provide the best possible experience for customers across their portfolio of brands
• Ensure the fraud operations teams provide the most effective monitoring and prevention of fraud across their brands
• Provide strategic direction and planning for the customer support and fraud teams in South Africa
• Work with the Director of Operations and Head of Operations in Panama to ensure the direction and planning for the South African teams are aligned with the overall customer services strategy
• Responsible for operational processes for the customer support and fraud teams in South Africa
• Responsible for performance management systems and processes for all employees in the fraud and customer support teams in South Africa
• Responsible for coaching and developing the customer support and fraud operations managers to more effectively fulfil their roles
• Liaise with key stakeholders in the business, such as trading, product owners, fraud, payment processing and IT teams to improve the products we offer based on customer feedback via the South African teams
• In conjunction with the HR Officer, ensure that the most effective processes are in place to meet recruitment targets for the customer support and fraud teams and recruit the best candidates for these roles
• Ensure the smooth running of the Fraud and Customer Support departments in South Africa
• Attend weekly meetings of the global customer service senior leadership team to report on customer service performance level in South Africa

Requirements for this Head of Operations job in Cape Town:

• Relevant Degree / Diploma
• 4-6 years mid to senior management experience in managing departments and or junior managers
• Experience in operations, applicable standards, governance structures and frameworks
• Excellent knowledge of the Customer Relationship Model and the implementation thereof
• Excellent knowledge of liaising with Key Stakeholders within the business
• Knowledge of Operations and Project Management principles and the application thereof will be advantageous
• Knowledge of the communications environment
• Exposure to business theory, business processes, management, and business office operations
• Proven experience in planning, organization, and development
• Familiarity with online and offline payment fraud, payment industry trends, risk analysis, third party verification and risk management solutions
• Must have a flexible schedule

If you meet the above requirements for this Head of Operations job in Cape Town, we would like to hear from you!