Director of Operations

We are looking for a Director of Operations to lead and develop the operational functions supporting our growing group.

This is an excellent opportunity for an experienced Head of Operations or operational functional leader who is ready to take the next step in seniority and assume responsibility across several critical business areas.

The Director of Operations will oversee Customer Service, Human Resources, AML, RG, Fraud, KYC and Payments.

The successful candidate will bring these functions together under a clear operational model, ensuring effective collaboration, consistent processes, strong performance management and appropriate regulatory controls.

Key responsibilities

• Provide overall leadership across Customer Service, Human Resources, AML operations, KYC, Fraud and Payments
• Build an effective operating model with clear ownership, decision-making authority and escalation processes across all operational functions
• Translate the Group’s strategy into operational priorities, measurable objectives and structured execution plans
• Ensure strong collaboration between operational teams, Compliance, Legal, Finance, Product and Technology
• Define and monitor service levels, quality standards, operational KPIs, team capacity and performance across all areas
• Oversee customer support, verification, transaction monitoring, fraud prevention, payment processing and case management activities
• Identify operational risks, control gaps, inefficiencies and service issues, implementing practical and sustainable improvements
• Lead workforce planning, organisational development, recruitment priorities and management capability in partnership with the HR function
• Manage operational budgets, suppliers, outsourcing partners, business continuity and incident response processes
• Provide clear reporting and recommendations to the CEO & Executive Team, ensuring that material risks and issues are escalated promptly

Requirements

• Significant experience in operational leadership within online gaming
• Proven experience managing managers and leading multiple teams or operational functions
• Strong understanding of multiple operational areas, such as Payments, Fraud, KYC, AML, RG or Human Resources
• Demonstrated ability to build processes, define ownership and improve operational performance
• Experience working with KPIs, service levels, quality standards, budgets and workforce planning
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement practical solutions
• Ability to operate effectively in a regulated environment and to understand the distinction between operational ownership and regulatory accountability
• Strong stakeholder management skills and the confidence to work with senior executives and external partners
• Excellent communication skills and professional fluency in English
• A hands-on leadership style, strong commercial awareness and a high level of personal accountability