Spanish Operations Manager
Location
Ceuta

Type
Permanent vacancy
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Our Client was launched in UK and Sweden in February 2017 is one of the fastest growing, cutting edge and innovative casinos in Europe. Growth is driven by aggressive brand and direct response marketing strategy spanning across TV, radio and digital and industry exclusive player facing value-added proposition.

Our Client requires a Spanish Operation manager who can set up, manage and lead a team with a focus on growing the service and operations functions of the company. In this role you will be responsible to oversee the daily operation tasks including but not limited to first and second line of support via Live Chat, Emails and Phone while maintaining high SLA to ensure performance KPI are met, conducting customers KYC verifications and overall Risk/Compliance assessment monitoring to adhere with the company policies and protocols.



Responsibilities

Develop, supervise and maintain a high-performance Operation centre, including recruitment, training and establish exceptional workflow processes
Effectively manage team performance and workload related to Customer Support and Risk/Compliance
Troubleshooting, assisting and handling customer enquiries whether related to product information, complaints or general information requests in a timely manner
Ensuring customers enquiries are handled in accordance with the company high service standards
Conduct KYC verifications and daily risk processes to identify, manage and report suspicious/fraudulent activity
Ensure the staff are up-to-date with the company policies, procedures and regulatory license requirements



Skills and Capabilities

Minimum 3-5 years of Operation/Customer Service Management experience in eCommerce / iGaming sectors, working in the Spanish market.
Understanding of customer relationship management theory and practice
Excellent communication skills, written and verbal English and Spanish (Mandatory), highly organised and methodical, with excellent attention to details

For further information on package and full job spec please contact us.
We continually demonstrate our dedication by exceeding our clients’ expectations each and every time we work together.