Weâre looking for a strategic leader to join us as the Head of Operational Enablement for our new formed Centre of Excellence (CoE), bringing together Quality, Training, Data & Insights, and Workforce Management into one unified, highâperforming function.
In this role, youâll build the function from the ground up, creating the standards, frameworks, and tools that support Customer Support, Player Protection, Fraud, and Digital Operations. Your work will drive consistency, efficiency, and exceptional service across the organisation.
Youâll ensure insights translate into action â connecting data, people, and process to continually uplift capability and operational performance. Working closely with Operations, Change & Automation, Product, Technology, and Compliance, youâll play a central part in delivering our ambition to lead the market in customer engagement and protection through a dataâled, empowered culture.
This role is based in our Mauritius office and we cannot offer sponsorship/visa for this opportunity.
Main Accountabilities & Responsibilities
Strategic Leadership
- Lead the creation of the Operations Enablement CoE, unifying Quality, Training, Insights, and WFM under one strategic model.
- Establish frameworks, standards, and tools that uplift operational performance and align all outputs to organisational priorities and customer outcomes.
Quality & Training
- Deliver a unified QA framework and ensure insights translate into targeted training, coaching, and capability development.
- Design and embed training programmes that support new processes, tools, and continuous improvement across all operational teams.
Workforce Management (WFM)
- Build and embed a full WFM capability covering forecasting, scheduling, capacity planning, and real-time management across all operations.
- Ensure optimal resource utilisation through effective planning, collaboration with key teams, and alignment to service levels and player demand.
Data & Insights
- Manage the relationship with the central insights team to secure timely, actionable data for Customer Operations.
- Embed insight-driven decision-making, continuous improvement, and strong data governance across all reporting processes.
Leadership & Collaboration
- Lead a multidisciplinary team across Quality, Training, Insights, and WFM, fostering a highâperformance and collaborative culture.
- Represent the Enablement function in crossâfunctional forums, ensuring initiatives are insight-led and operationally ready through strong partnerships with operational and technical teams.