Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.

What you'll be getting up to: 

• This position requires an ambitious, highly driven and committed leader who understands both what great customer experience looks and feels like.
• You will be responsible to execute major change within a large, complex operation.
• Responsibilities:
• Engages closely with the company senior management group in understanding high level and strategic plans.
• Defines, documents and executes medium to large scale business processes changes.
• Estimates costs, timescales and resource requirements for the successful completion of each project to agreed terms of reference.
• Identifies resources needed and assigns individual responsibilities.
• Prepares and maintains change plans and tracks activities against the plan, providing regular and accurate reports as appropriate.
• Prepares for engagement reviews and quality assurance procedures.
• In liaison with the Head of QA and the Head of WFM responsible for the reporting metrics and performance evaluation of programs, staff and benchmark goals including DSAT/CSAT and Performance Management standards.
• On site office (Sri Lanka) management, dealing with all types of logistic, admin, legal & finance matters.
• Minimizes our exposure and risk on the project.
• Any related task assigned by Superior as needed by the business or organization

Key Skills required of the Role:

• Extensive experience of leading major teams and offices.
• Ability to think both operationally (e.g. getting the job done) and strategically (e.g. deeply understanding the commercial strategy, culture, the future of Customer Services) to ensure that the need for change is balanced alongside delivering promises to customers.
• First class leadership and coaching skills, with the ability to inspire, challenge and develop your team to deliver excellence.
• Superb stakeholder management skills with the ability to influence across all areas and levels of the business
• Ability to gain agreement for revisions to the project from stakeholders.
• Strong leadership skills; ability to influence others indirectly, i.e. without direct line supervision.
• Independent judgment and training in quality management and process improvement methods, in order to effectively analyze current procedures and recommend and implement change. In addition, the position requires the evaluation of the potential impact that decisions would have on the organization.
• Ability to be creative in communicating and adapting to diverse cultures and personalities
• Ability to map a process in a diagrammatic way
• Ability to help others communicate their requirements clearly
• Ability to present information and data clearly in easily digestible formats
• Ability to produce templates and reports suitable for use by others
• Ability to understand and adapt to operational and technical requirements
• Ability to challenge current thinking to lead the team into the future

Requirements:

• Preferably graduate with at least 2 years related experience or equivalent combination of education and experience
• Basic computer knowledge: Visio, MS Office (Word & Excel), Internet Browsing, Infographics
• Ability to map a process in a diagrammatic way
• Strong Communicator with people at all levels of the organisation – both verbal and written communication skills
• Knowledge of contact centre environment is essential
• Self-motivated and results oriented
• Can easily adapt to the environment and business models
• Display effective leadership Skill
• Strong customer service skills and problem solving skill
• Ability to make decisions and use independent judgment
• Ability to lead teams, receives constructive feedback, and builds team base activities
• Ability to work unsupervised and manage own workload to meet scheduled deadlines
• Ability to think outside the box and use new approaches when presented with a problem
• Display excellent communication, problem solving and people skills
• Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility
• Supportive of company goals and objectives, deliver departmental/team results and key objectives
• Display willingness to learn/fast learner

**Applications in English only please

Diversity & Inclusion

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.