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Job Title:  Operations Lead – Products and Services

Organisation: Betika

Duty Station: Kampala, Uganda

About Organisation:

Betika is an online gaming firm based in Nairobi, Kenya with operations in Kenya, Tanzania, Ethiopia, DRC, Ghana, Nigeria, Mozambique, Zambia and Malawi. Betika has a number of products including Sportsbook Betting, Casino, Virtual Games and E-Sports Betting.

Job Summary:   The Operations Lead – Products and Services will ensure smooth daily business operations by continuously improving product and service quality standards, systems, policies, and processes. You will manage operational teams, provides insightful recommendations to management, and drives operational excellence.

Key Duties and Responsibilities:

Build and optimize operational policies, quality standards & processes:

• Set up and track product & service quality standards and resolve shortfalls.
• Draft effective policies and processes for operational support areas, promoting awareness and adherence.
• Collaborate with other head of departments to draft and enforce policies and service-level standards.
• Perform audits to identify gaps and lead the implementation of changes.
• Deliver operational support training as required.

Support during new product launches and major releases:

• Ensure successful UAT and timely resolution.
• Monitor product deployment and performance in collaboration with the technology team.
• Track and coordinate resolution of glitches, escalating unresolved issues with recommendations.

Oversee quality control of existing products and systems:

• Monitor product uptime and conduct continuous testing.
• Improve systems for capturing and reporting service impact.
• Define escalation mechanisms for customer feedback and system issues.
• Ensure timely resolution and escalation of management concerns.

Forecast and manage operational requirements and budgets:

• Create and monitor departmental budgets, analyze variances, and initiate corrective actions.

Manage 3rd party relationships:

• Ensure vendors, suppliers, and stakeholders deliver maximum value.

Evaluate business operational performance:

• Gather, analyze, and interpret data and metrics for KPIs, recommending corrective measures.

Manage and develop staff:

• Recruit roles, maintain discipline, train, mentor, and motivate the team to achieve productivity.
• Recommend initiatives that promote staff engagement.

Assess regulatory and business-related risks:

• Alert the legal team of any encountered risks or issues.

Scan the business environment for best practices:

• Provide out-of-the-box insights and recommendations to management for improvement.

Qualifications, Skills and Experience:

• Bachelor’s degree in Business Administration or related field. A Master’s degree is an added advantage.
• Five years of relevant experience with team management and customer-facing support.
• Strong technical literacy and enthusiasm for understanding and using new technologies.
• Strong organizational skills with the ability to handle multiple projects.
• Process-driven with high critical thinking abilities.
• Excellent communication skills for complex concepts.
• Results-oriented with strong leadership and team-playing abilities.
• Knowledge of industry regulations and legislative guidelines.
• General interest in sports betting.

How to Apply:

Ready for the Challenge? Please email recruitment.int@betika.com and copy mohammad.yahfoufi@betika.com , attaching your CV and indicating why you are the right fit for the role. Please use Operations lead – Products & Services as the subject.

Deadline: 1st July 2024.

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