Operations Manager CDD International

Purpose of the Role

The Operations Manager will report to the Head of CDD Operations and leads optimizing and overseeing daily operational performance to ensure efficient service delivery customer outcomes and achievement of our goals.

You will focus people leadership process optimization and compliance with internal policies regulatory obligations and audit requirements. An important element of you will be continuous improvement identifying opportunities to improve workflows enhance quality manage risk and support projects.

Main Responsibilities

Operational Leadership

• Lead daily operations to ensure service delivery and achievement of operational Indicators and Service level agreements.
• Oversee workforce planning resource allocation scheduling and capacity management to meet our demand.
• Monitor operational dashboards management information and performance metrics to identify risks trends and improvement opportunities.
• Be a senior point of escalation for complex operational customer or internal issues ensuring resolution.

People Management & Development

• Lead team leaders and colleagues to foster an accountable and customer-focused culture.
• Conduct regular performance reviews set clear goals and identify learning and development needs.
• Support recruitment onboarding and succession planning to maintain operational capability.
• Promote collaboration engagement and a positive team environment.

Process Optimization & Continuous Improvement

• Review refine and increase operational processes to improve efficiency quality and consistency.
• Identify continuous improvement projects using data technology and best practice.
• Support the design and rollout of new programs products process changes or regulatory updates from an operational perspective.

Governance Risk & Compliance

• Ensure operations follow internal policies regulatory obligations and audit requirements.
• Manage operational risks incidents and issues with controls and clear documentation.
• Maintain accurate auditable records of operational activity decisions and outcomes.

Stakeholder Collaboration & Reporting

• Work with cross-functional teams (e.g. Compliance Risk Legal Product Technology Data Commercial and Customer Care) to deliver operational change and embed best practice.
• Act as an important operational contact for team members providing clear communication on performance risks and initiatives.
• Produce accurate and timely reporting on operational performance capacity quality and risk indicators.
• Contribute to operational strategy planning and growth initiatives in collaboration with senior leadership.

Qualifications :

Key Skills & Experience

Essential

• 1 years of experience with an operations management role.
• CDD/AML expertise in gambling or financial services or relevant qualifications and certifications.
• With the ability to motivate coach and influence teams.
• Demonstrated experience managing operational performance Indicators and service delivery.
• With a data-driven approach to decision-making.
• The job requires fluency in both spoken and written English.

Desirable

• Experience working in a regulated or compliance.
• Knowledge of risk management customer protection or regulatory frameworks relevant to the industry.
• Experience managing multi-site or international operations.
• Relevant professional or managerial qualifications.

Additional Information :

At Entain we know that signing top players requires a great starting package and plenty of support to inspire your best. Join us and a competitive salary is just the beginning.

Perks youll receive when you join Entain in Sofia:

• Be part of our success with a rewarding Group Bonus Plan
• Enjoy 100 in monthly food vouchers
• Take time to recharge with 25 days of annual leave plus all local public holidays
• Get extra time for what matters 5 additional paid days off (for volunteering learning and even a special Game Day in December)
• Work your way with our hybrid (2 office days per week) and enjoy August fully remote from anywhere in Bulgaria
• Celebrate Christmas with a monetary bonus
• Weve got your back with transport and utilities support
• Plan ahead with our ShareSave Scheme
• Protect yourself with comprehensive life and health insurance.
• Prioritize your wellbeing with free access to Unmind our mental health app
• Multi-Sport Card (Self Contribution)
• Connect and have fun at amazing social events and legendary Christmas/Summer parties

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes. Youll also join a winning team of experienced people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

At Entain we do whats right. Its one of our core values. Thats why were taking the lead when it comes to creating a diverse equitable and inclusive future. This future is for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.

Were an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age disability gender or gender reassignment pregnancy or maternity race religion or belief sexual orientation marriage/civil partnership or any other basis.

#LI-Hybrid

Remote Work :

No

Employment Type :

Full-time