Operations Manager - Mexico & LATAM

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Puesto: Operations Manager - Mexico & LATAM

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 Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain and are constantly expanding and evolving.

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 Betway, 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, your role will be responsible for driving the operational delivery of the market. This includes the delivery of operational goals to meet and exceed the company objectives and targets at a local market level. You will be required to have an up to date, operational understanding of regulatory, compliance, and licensing information relevant to your market. You will work with multiple teams and stakeholders across the business to support consistent and effective strategies being implemented in Mexico ad LATAM.

What you’ll be doing

As part of your role, your responsibilities will include:

Strategy & Performance

• Driving operational goals and KPIs for the market to meet and exceed the regions strategy and objectives
• Driving the implementation and evaluation of effective operational strategies to deliver growth and success in Mexico and LATAM
• Monitoring and analysing Mexico and LATAM KPIs and metrics, while reacting quickly to under performance and optimise activity

Customer Experience

• Analysing, evaluating and adjusting key operational touch points throughout a customer’s journey and lifecycle
• Implementing technical changes and optimisations to ensure a top-of-the-line customer experience
• Always staying up to date on banking products enhancements, new banking methods and execute necessary changes or improvements
• Analysing customer experience insights and implement changes
• Liaiseing with the customer support team, High Value Customer program and help to improve the customer experience
• Working closely with the Risk, Fraud and Customer Service Teams to ensure a tailored and localised customer service experience

Reporting

• Generating and presenting operational performance reviews of the region to stakeholders and the wider team
• Facilitating and ensuring good flow of necessary information and results across multiple teams and stakeholders
• Assisting the Mexico and LATAM team with agreeing and implementing efficient internal reporting processes between departments to ensure good flow of necessary information and results across multiple teams and stakeholders

Compliance Management

• Staying on top of Compliance and regulatory movements for the region and work closely with the Compliance team to ensure our policies and processes are always up-to-date
• Working closely with the central teams to ensure Responsible Gaming and AML/SOW rules are adhered
• Working closely with the central teams to ensure Customer Verification rules and commercial objectives are considered – from KYC through to SOW/SOF

Marketing

• Working with business stakeholders to ensure acquisition and retention initiatives appeal and perform at the local level, continually optimising to ensure maximum ROI
• Assisting with developing, managing and driving the multichannel marketing strategy for Mexico, across digital and offline, working with, and influencing business stakeholders to achieve optimum performance
• Working with promotion and retention teams to ensure that each phase of the player lifecycle is optimised and covered with relevant promotional initiatives
• Working with the AI specialist and brand marketing team to develop a relevant strategy for the brand in Mexico/LATAM and ensure a consistent brand marketing strategy is delivered at local market level

Product, Stakeholder Management & Influencing

• Developing close working relationships with all relevant stakeholders across the business
• Providing stakeholders with operational insights to continually improve and adjust our strategy, delivery, and execution of activity in the region
• Driving projects and work with internal development teams to fix issues and deliver constant improvements in the core product offering
• Continually refreshing your knowledge of both best in industry and best in market product developments to ensure we continue to deliver best of breed products and customer experience

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
• Experience in the Mexico and LATAM market
• Excellent analytical skills
• Experience working in online gaming
• Experience in managing a team
• Experience in managing projects

Desirable skills you’ve got up your sleeve

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

• Previous experience in the sports marketing industry
• Previous experience in a regulated industry, preferably gaming
• Experience of working within an operational function
• Experience working in matrix organisation

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:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway 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.
• Health Insurance

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 20 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!

Should you not hear from us within 2 weeks, please assume your application has not been successful.