Customer Service (Backoffice) Manager

Let’s start with the role

The Backoffice Manager will oversee the daily backoffice operations of the company’s second-level line support team. This role ensures efficiency in processes, accuracy in data management, and compliance with organizational policies and regulatory standards. The Backoffice Manager is responsible for ensuring that all agents handle responsible gaming matters in strict compliance with applicable legislation, internal policies, and industry standards. Maintain a high level of operational integrity, safeguarding the company against potential issues with regulators and ensuring a safe gaming environment for all players.  

• Coach, mentor and manage the Backoffice team establishing a culture of high performance.
• Define recruitment needs and actively participate in the hiring process, ensuring the selection of top talent to achieve business objectives.
• Monitor workflows to ensure timely and accurate processing of tasks and deliverables.
• Provide teams with resources, tools, and processes to do their job effectively.
• Set clear expectations and goals for the team and link goals and KPIs to overall business strategy. 
• Monitor and review Backoffice  performance with a focus on departmental KPIs (CSAT, TCSAT etc.) 
• Prepare and analyze operational reports to track performance metrics and identify trends.
• Develop and document Standard Operating Procedures (SOPs).
• Serve as the escalation point in case of emergency or a critical issue occurs regarding the Backoffice team. 
• Identify inefficiencies and recommend strategies for process improvement.
• Ensure compliance with company policies, industry regulations, and legal requirements.
• Anticipate potential problems, identify the root cause and implement solutions.
• Monitor market trends and competitors activity and initiatives.
• Work closely with other operational teams (CRM, Client Services, Trading etc.) to assist them with regulated procedures and ongoing operational duties.

What you will bring:

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred).
• Minimum of 5-7 years of experience in Customer Service and  Backoffice operations, with at least 3 years in a managerial role.
• Previous experience in leading a highly operational  team and developing others through coaching, feedback and exposure.
• Proven track record of managing teams and improving operational efficiency.
• Strong analytical and problem-solving skills with a keen eye for detail..
• Excellent leadership and interpersonal abilities.
• Proficiency in Microsoft Office Suite and system 
• Strong communication skills, both verbal and written.
• Experienced in the gaming industry will be considered a plus
• Flexible approach to working hours- The role requires managing a 24/7 team, with peak periods typically occurring in the evenings and on weekends.
• Fluency in English, both written and spoken