Director of Operational Risk

Anthony Murphy
Job Ref
  • A leading online gambling company
  • Reporting to the MD Customer Operations
  • Excellent company benefits offered
The successful candidate will be responsible for the following:
  • Managing the Operational Risk teams who handle the day to day monitoring, detection and interactions with customers from a risk perspective;
  • Ensuring the teams deliver on all Operational targets maintaining high levels of service and closely monitoring the quality of the teams' actions to ensure it is delivering the necessary regulatory and commercial outcomes;
  • Liaising with key teams to ensure that the design and delivery of an optimum customer experience;
  • Keeping Senior stakeholders up-to-date on actions related to Operational Risk by consistently evaluating the effectiveness of existing risk triggers to ensure they operate correctly and are driving suitable outcomes for customers;
  • Creating a culture of constant improvement to further develop team capabilities/skills to bring in expert thoughts and specialist risk training;
  • Ensuring the implementation of new policies and ensuring they are designed & implemented successfully within the operation and that strong policies and controls are in place;
  • Liaising with the Compliance team to ensure that the activities of the teams within Operational Risk are delivered optimally and providing ongoing support;
  • Establishing the strategy and direction of the wider Customer Operations department as a key Senior leader within the team and developing effective ways of working across the business to ensure effective implementation of future changes;
  • Supporting the development of wider business and Group strategies and leading the way on the implementation of the output of key regulatory changes;
  • Ensuring Risk data is extracted, understood and shared with stakeholders to inform of both short term trend analysis as well as act as an incentive for further change;
  • Handling complaints, ensuring approval of necessary action, communication of risk to the business, and working with PR/Legal/Compliance teams;
  • Developing the new Complaints team to ensure it meets the needs of the customers for both standard and complex complaints. Driving a focus on learning from other regulated industries and adopting best practice complaints handling;
  • Acting as a Senior point of contact, handling high profile customers and taking the necessary action to protect the customer & business;
  • Represent Customer Operations in the Group's Risk & Compliance committees;
  • Monitoring the industry and technology trends to keep the business up to date with the latest trends.
Your Profile:
  • Strong leadership skills with the ability to lead a large people operation ideally across multiple sites/countries;
  • Senior-level experience in a similar role, ideally within a heavily regulated industry;
  • Ability to communicate complex data easily with senior stakeholder;
  • Analytical thinker with thorough experience delivering ongoing change into the Operational function via actionable plans;
  • Proven track record of building successful relationships across organisations and networks;
  • Experience with managing and handling complex issues/sensitive complaints with customers;
  • Team player and ability to inspire confidence in others;
  • Broad knowledge of sport and betting would be preferable.
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Anthony Murphy
Senior Consultant
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