Operations Manager – Customer Care: All Brands chez DigiOutsource (part of Super Group)

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. 

Who we’re looking for

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

As an Operations Manager you’ll be responsible for ensuring that all teams falling under this portfolio, operate efficiently to meet the highest standards and maintain an efficient and highly skilled Customer Care Team. The teams comprise of the Spin and Betway Responsible Gambling and Spin and Betway Complaints teams.

This challenging position requires a compliment of exceptional skills. Resilience, strong leadership abilities, customer focused, excellent communicator and ability to understand complex matters and solution accordingly. The role requires someone who can think outside the box, ask the right questions, and generate buy in from the teams, whilst working with the relevant stakeholders to execute seamlessly on strategies and direction given. This individual will be required to work within the compliance guidelines and exercise independent judgment, but must also have a keen passion for mitigating Risk within the business, whilst keeping customer impact at the forefront.

What you’ll be doing

As part of your role, your responsibilities will include:

Leadership Focus

• Responsible for managing and maintaining efficient and highly skilled Teams.

• Ensuring that Responsible Gambling and Complaints practices, are well understood to minimize the risk to the business and ensure customer protection remains at the forefront in decisions.

• Ensuring the teams are kept abreast of the responsible gambling strategies and any strategy changes, that affect their respective duties.

• Ensuring that the Regulatory Complaint process is strictly adhered to.

• Analysis of the Teams workloads to optimize procedures and improve the quality and effectiveness, whilst promoting a constructive and positive team environment.

• Continuously evaluate customer and business impact in relation to the Teams processes to understand pain points for improvement.

• Ensure that the Teams visions are promoted and that a customer service orientated ethos is developed whilst cultivating a learning environment and driving team cohesiveness across the department.

• Building relationships with the key stakeholders in the business and collaboratively working together.

• Being an advocate and a voice for customer protection and safer gambling – utilizing your platforms to educate and drive awareness to our regulatory obligations in this regard.

Coaching and Development

• Coaches and supports the Leaders to always ensure sufficient, competent, and motivated staff are available.

• Promoting a constructive and positive environment.

• Promote Specialists and Leaders development and growth via coaching and providing feedback on a regular basis and during bi-annual performance reviews.

• Work with all leaders, to ensure they are actively supporting their team members, as they work on their development plans.

• Driving a customer centric culture, that ensures education, training and awareness is consistently in place, reviewed and adapted as new information emerges.

• Ensure provision of tools and resources to ensure optimally skilled Specialist’s that thoroughly understand the business and all relevant metrics to deliver service of excellent standards.

• Ensure that Training material and Training Department are kept up to date and the necessary reference documentation are made available.

• Ensures that talent management initiatives are consistently reviewed, tweaked, and executed effectively to ensure constant growth and development of the team.

Resource Management and Problem Resolution

• Workforce planning and Management (All Resources - People and Systems/Technology) in conjunction with core support areas.

• Capacity Management, including managing contingencies in line with high-level business objectives: Staff, roster, overtime, attendance to roster and leave requests.

• Monitor and report on attrition trends, to assist not only with overall work force planning, but to also highlight opportunities.

• Stay abreast of Business changes that will influence workforce planning and cater for predicted impacts accordingly.

• Working with the relevant teams to drive technical solutions and ideas that improve efficiency, reduce workloads, improve workflows, and ensure compliance.

• Seek opportunity in the data or through feedback, that can be shared with relevant stake holders and generate improvements for the department overall.

• Trouble shooting routine or rudimentary technical issues.

• Using data to showcase impact of technical downtime, to assist tech teams in long term resolutions.

• Management and resolution of all escalated queries. Problem management by handling of high impact incidences and following the necessary escalation procedure when necessary.

• Ensure the relevant escalation procedures and workflows are in place, to handle third party queries in an effective and timeous manner.

Relationship Management

• Liaise with different teams within the Department, Operational Compliance, KAM, CSC, and the Risk Operations Specialists in relation to daily and strategic requirements.

• Liaising with internal stakeholders in driving the business objectives forward and using data and expertise to assist relevant stakeholders, with overall strategic decisions.

• Maintain relationships with all relevant stake holders, with the view of identifying, developing, and implementing initiatives that will enhance safer gambling objectives.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively

• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals

• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope

• Exceptional attention to detail, ensuring high standards of quality in all outputs

• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

• Minimum of 24 months leadership experience

• Professional communication and relationship building skills

• Excellent planning and organizational skills

• Experience in executing operational strategies

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Awareness of sports betting markets, including odds calculation, betting types and market trends

• Knowledge and understanding of Excel spreadsheets, graphs, and formulas

• Experience in generating & compiling reports

• Identifying discrepancies and anomalies and analyze trends

• Ability to identify efficiency gains and opportunities, using qualitative and quantitative information.

• Previous Customer Care or Risk/Fraud experience

• Awareness of the Regulatory Complaint process

• Awareness of the Regulatory Responsible Gambling Process

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Attention to detail

• Aligning Performance for Success

• Decision Making

• Initiating action

• Management, Motivation and Leadership

• Strategic Vision

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.

• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

• Free Daily Meal

• Free Massages On-site

• Free On-Site Gym

• Group Life Cover

• Funeral Fund Benefit

• Financial Services Assistance

• Employee Assistance Programme

• Curro School Fees Benefit

• Income Continuation Benefit

• Leadership Training

• Referral Bonus

• Medical Aid Subsidy

• Free Sleep Coaching

• On-site Barista

• Retirement Annuity Subsidy

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do.
Here, your growth is supported and your contributions valued.

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!