As Operations Team Lead, reporting directly to our Head of Customer Experience and working closely with our Director of Operations. As the Operations Team Leader, you will oversee the daily operations of our iGaming platform, ensuring smooth and efficient processes across multiple brands and markets. You will be playing a crucial role in maintaining and fostering a positive and highly productive work environment for our operations teams.
What your role will look like as Operations Team Lead:
Reporting and Stakeholder Management
- Generate regular reports on team performance and KPI progress.
- Create and maintain documentation and knowledge base related to day-to-day operation
- Report on customer issues and propose improvements on customer experience.
- Build and maintain strong relationships with internal stakeholders, such as other departments and senior management, to ensure effective collaboration and communication.
- Establish and maintain relationships with external stakeholders, such as vendors and service providers, to support the smooth operations.
Team Leadership & Mentorship
- Support and train the Operations Team agents in an efficient and timely manner.
- Overseeing the daily work of Operations Team agents whilst ensuring business requirements and department’s goals are met
- Mentor and develop team members, fostering a supportive and collaborative work environment.
- Suggest areas of improvement within the Operations Team and its procedures.
- Performing QA for Operations Team agents
- Participate in the identification of training needs and in the implementation of the relevant training and workshops to contribute to the development and growth of the Operations Team Agents and the department as a whole.
- Assisting in recruiting, onboarding and training the new hires
Requirements
- Minimum 2 years experience in a similar or related role within the iGaming industry
- Strong leadership abilities and a proven track record of successfully managing teams
- A background in working with CS and Payments systems such as Intercom, Zendesk, Freshdesk, Payments IQ, SEON.
- Familiarity with AML/RG and Risk and Fraud within iGaming will be considered a strong asset
- Data-driven - you have an analytical mind, with a high level of attention to detail
- A desire to continually improve customer experience
- Fluency in English, both oral and written
- Fluency in Finnish language will be considered an asset
- Team player with a positive attitude and proactive approach to work
- Strong communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders
- Ability to adapt quickly to changing environments and work effectively under pressure
- Demonstrated commitment to continuous improvement and professional development
Benefits
Working for Rhino includes plenty of perks.
What we offer:
- Competitive salary based on your knowledge & experience
- Quarterly performance bonus split on personal objectives and company performance
- €500 Yearly Wellness & Mindfulness allowance to support an active lifestyle
- Flexibility & a work-life blend through our Hybrid Working environment
- Work from anywhere with our 30 days “overseas working”
- Diverse, dynamic, fun environment with happy and helpful colleagues
- Learning & Development opportunities to invest in your personal development
- Fresh fruit, healthy snacks & food are available at the office everyday - and of course, good tea & coffee
- Free parking, table tennis, lounge area, plenty of meeting rooms and sea views at our ergonomic office
- Regular social events to strengthen long lasting relationships
- Enjoy a “Me Day” on your birthday
- Paid time off, including extra days for special life events
- AXA Private Hospital & Dental Insurance Coverage
- Form an active part of our talent acquisition, with our Referral Bonus
- And to top it off, a great culture!
Join us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career! 🎉
Our Story
Rhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023 and is a company which operates a multi-brand strategy. Rhino group is committed to providing its players with the best possible gaming experience supported by a cutting-edge gaming platform.
Our Culture
“We are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person’s unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!”
DEIB
We are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.
How We Work
At Rhino we very much believe in supporting flexible working arrangements! By blending working from our vibrant offices and using the latest tech to work from home, through our Hybrid Working environment, we firmly believe that we can create an effective, balanced, and collaborative working experience to help us achieve our goals!