Operations Executive

About the Client

Our client is a leading organization specializing in innovative smart lottery and digital gaming solutions. With a strong focus on technology security and operational excellence the organization delivers cutting-edge solutions that enhance digital lottery operations and customer experiences. Committed to innovation and continuous growth it provides a dynamic collaborative and rewarding work environment where employees are empowered to contribute to impactful technology-driven initiatives.

Job Overview

As an Operations Executive you will be responsible for supporting the day-to-day operational activities of the organization ensuring seamless coordination across multiple business functions. This role requires a proactive and adaptable individual who can manage operational processes coordinate cross-functional teams and maintain efficient workflows in a fast-paced environment. You will contribute to process improvement operational planning and service delivery while working closely with technical commercial and support teams to ensure business objectives are achieved.

Key Responsibilities

1. SOP Management & Development

• Design document and maintain Standard Operating Procedures across operational functions (call centredemand planning vendor management incident response).
• Review and update SOPs on a defined cadence as processes mature; version-control all documentation.
• Train relevant staff on new/updated SOPs and audit adherence.

2. Contract Management

• Manage the lifecycle of vendor partner and service contracts drafting support trackingrenewal/expiry dates and flagging risk clauses to leadership or legal counsel.
• Maintain a centralised contract repository with key terms obligations and SLAs.
• Monitor vendor/partner performance against contracted deliverables.

3. Technology Project Management

• Act as the operational point of contact between the business and the tech development team (internal oroutsourced) on platform builds releases and fixes.
• Maintain project plans timelines and status tracking for tech deliverables; escalate delays or scope risks.
• Translate operational/business requirements into clear specifications for developers.
• Coordinate UAT (user acceptance testing) before releases go live.

4. Demand Planning Process Management

• Own the demand planning process for lottery products/draws forecasting volumes staffing needs andinventory/prize float requirements.
• Analyse historical draw/sales data to refine forecasting accuracy.
• Coordinate with sales distribution and call centre teams to align supply with expected demand.

5. Call Centre Staffing & Roster Management

• Own the roster planning and scheduling for call centre staff ensuring adequate coverage against demandforecasts.
• Monitor attendance shift adherence and service-level performance (call volumes wait times resolutionrates).
• Coordinate with HR on hiring onboarding and performance management of call centre staff.

6. Cross-Functional & External Party Coordination

• Serve as the operational liaison across internal teams (tech marketing finance HR) and external parties(vendors regulators distribution partners) on live projects.
• Run or support project status meetings; maintain shared trackers and action logs.
• Ensure regulatory/licensing requirements specific to the lottery/gaming business are reflected inoperational processes.

7. Data Analysis & Reporting

• Build and maintain operational dashboards/reports (sales call centre performance demand forecasts SLAadherence).
• Analyse trends and flag anomalies or risks to management.
• Support data-driven decision-making across the functions above.

Qualifications & Experience

• Bachelors degree in Business Administration Operations Management IT Supply Chain or a relatedfield.
• Project Management qualifications would be a plus.
• 13 years of experience in an operations project coordination or process management role (startup orfast-paced environment strongly preferred).
• Prior exposure to demand planning operations management or business administration is an advantage.

Skills & Competencies

• Strong working knowledge of Excel/Google Sheets for data analysis and reporting; comfort withdashboards (Power BI/Google Data Studio a plus).
• Ability to read and manage basic contract terms; attention to detail on obligations and deadlines.
• Strong written communication for SOP documentation and cross-team coordination.
• Comfortable operating with ambiguity and limited process a builders mindset not just an executor.
• Organised deadline-driven and able to manage multiple concurrent workstreams independently.

Interested candidates may send their CV to