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Working as part of the wider Commercial Team within the business, this position is responsible for the day to day operational support to the revenue and sales teams at the Gibraltar office. Reports into: Director of Account Management

Role and responsibilities:

• Work closely with the Gibraltar senior leadership team to ensure all operational, administrative, and compliance functions are being properly executed in accordance with the best practices.
• Support Director of AM to create and maintain operational processes while looking for opportunities of improvement within the team.
• Execute business processes to support client go-live, such as jurisdictional configurations, min/max stake, risk optimisation.
• Monitor client contact via Jira and Skype where necessary, to ensure timely responses and resolutions.
• Assist with client escalation for commercial teams and document all information in a central place.
• Assist with anticipating and tracking operational and tactical risks and providing strategic solutions.
• Assisting Commercial teams with sourcing various reports as required by the Director of AM.
• Develop close working relationships with product, technology, customer support, BI, and promo teams.
• Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate levels when required.
• Maintaining and updating internal knowledge bases and file repositories.
• Communicate upcoming releases and changes to internal teams.
• Assist with game releases, including coordinating information between all stakeholders internally.
• Compiling feedback from stakeholders on processes and implementing changes where necessary.
• Supports back-office and training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met.
• Project management of any necessary short projects within the commercial teams.
• Stay up to date on industry regulations, trends, and technology.

Skills:

• Addressing operational concerns and issues, monitoring overall customer satisfaction.
• Developing and implementing operational procedures and policies.
• Analysing training needs/requirements.
• Excellent interpersonal communication and organizing skills to coordinate project activities.
• Ability to communicate with others effectively.
• Ability to conduct research for short projects, respond to inquiries, and present written/oral reports.
• Ability to work with details and time-sensitive issues.
• Good decision-making skills and response to high-pressure situations.
• “Roll up sleeves” attitude getting involved directly in the workload.

Desirable

• 2+ years of working within European gaming or gambling sector
• Some knowledge of slots and live casino products and regulatory framework