William Hill

You will be accountable for all the activities of the Department, managing operationally and administratively all people and teams in it.

You will:

• Manage the day-to-day activities of the teams and SLAs
• Be responsible for increasing the department’s KPIs
• Develop strategic solutions for solving short and long term issues within the department
• Actively work on improving the experience of the department’s customers
• Manage the recruitment process for the department and estimate and plan the recruitment needs
• Be responsible for the high morale and engagement of the people in the department
• Create and introduce new processes and practices in the department
• Propose changes and optimize processes on decreasing the top contacts in the department
• Ensure the maximum performance of all teams to meet the optimal results in relation to the targets set by the Management
• Actively engage in the training and development processes in the department
• Bring proposals to the Strategy Team, for improvements in product/s and processes to increase overall efficiency; contribute to the creation of processes
• Work on increasing the corporate identity culture and engagement scores
• Prepare and discuss performance reviews
• Provide regular and ad hoc reports
• Communicate effectively with internal and external depts
• Work for ensuring a smooth communication process within the office and the business

You have:

• High school education or higher
• Very good level of English, additional languages are advantage
• Experience in Fraud, pay-Ops & Verification is a must
• Experience in managing back-office teams of similar size
• General knowledge of back-office systems and products
• Excellent knowledge of internal processes in the company
• People and processes’ management skills
• Ability to prioritize
• Project management skills
• Analytical thinking
• Very good communication and listening skills