Operations Manager - Commercial

Job Title: Operations Manager-Commercial

Based: Gibraltar

Reports into: Director of Account Management

Working as part of the wider Commercial Team within the business, this position is responsible for the day-to-day operational support

to the revenue and sales teams at Pragmatic Play, Gibraltar office.

Role and responsibilities:

• Work closely with the Gibraltar senior leadership team to ensure all operational, administrative, and compliance functions are being properly executed in accordance with the best practices;
• Support Director of AM to create and maintain operational processes while looking for opportunities of improvement within team and wider Pragmatic Play;
• Execute business processes to support client go-live, such as jurisdictional configurations, min/max stake, risk optimization;
• Monitor client contact via Jira and Skype where necessary, to ensure timely responses and resolutions;
• Assist with client escalation for commercial teams and document all information in a central place;
• Assist with anticipating and tracking operational and tactical risks and providing strategic solutions;
• Assisting Commercial teams with sourcing various reports as required by Director of AM;
• Develop close working relationship with product, technology, customer support, BI, and promo teams;
• Raise and track issue and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required;
• Maintaining and updating internal knowledge bases and file repositories;
• Communicate upcoming releases and changes regarding Pragmatic Play’s products to internal teams;
• Assist with game releases, including coordinating information between all stakeholders internally;
• Compiling feedback from stakeholders on processes and implementing changes where necessary;
• Supports back – office and training programs, reinforcing tech and operations infrastructure between departments to ensure; consistency and quality standards are met;
• Project management of any necessary short projects within the commercial teams;
• Stay up to date on industry regulations, trends, and technology;

Skills:

• Addressing operational concerns and issues, monitoring overall customer satisfaction;
• Developing and implementing operational procedures and policies;
• Analyzing training needs/requirements;
• Excellent interpersonal communication and organizing skills to coordinate project activities;
• Ability to communicate with others effectively;
• Ability to conduct research for short projects, respond to inquiries, and present written/oral reports;
• Ability to work with details and time sensitive issues;
• Good decision-making skills and response to high pressure situations;
• Roll up sleeves” attitude getting involved directly in the workload;

Desirable:

• 2+ years of working within European gaming or gambling sector;
• Some knowledge of slots and live casino products and regulatory framework;

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