Operations Manager CDD International
The Operations Manager will report to the Head of CDD Operations, and leads, optimising, and overseeing daily operational performance to ensure efficient service delivery, customer outcomes, and achievement of our goals. The role focuses on people leadership, process optimisation, and compliance with internal policies, regulatory obligations, and audit requirements.
An important element of the role will be continuous improvement - identifying opportunities to improve workflows, enhance quality, manage risk, and support projects.
- Lead daily operations to ensure service delivery and achievement of operational Indicators and Service level agreements.
- Oversee workforce planning, resource allocation, scheduling, and capacity management to meet our demand.
- Monitor operational dashboards, management information, and performance metrics to identify risks, trends, and improvement opportunities.
- Be a senior point of escalation for complex operational, customer, or internal issues, ensuring resolution.
- Lead team leaders and colleagues to foster an accountable, and customer-focused culture.
- Conduct regular performance reviews, set clear goals, and identify learning and development needs.
- Support recruitment, onboarding, and succession planning to maintain operational capability.
- Promote collaboration, engagement, and a positive team environment.
- Review, refine, and increase operational processes to improve efficiency, quality, and consistency.
- Identify continuous improvement projects, using data, technology, and best practice.
- Support the design and rollout of new programs, products, process changes, or regulatory updates from an operational perspective.
- Ensure operations follow internal policies, regulatory obligations, and audit requirements.
- Manage operational risks, incidents, and issues with controls and clear documentation.
- Maintain accurate, auditable records of operational activity, decisions, and outcomes.
- Work with cross-functional teams (e.g. Compliance, Risk, Legal, Product, Technology, Data, Commercial, and Customer Care) to deliver operational change and embed best practice.
- Act as an important operational contact for team members, providing clear communication on performance, risks, and initiatives.
- Produce accurate and timely reporting on operational performance, capacity, quality, and risk indicators.
- Contribute to operational strategy, planning, and growth initiatives in collaboration with senior leadership.
- 1+ years of experience with an operations management role (required).
- CDD/AML expertise in gambling or financial services, or relevant qualifications and certifications (required).
- Ability to motivate, coach, and influence teams (required).
- Demonstrated experience managing operational performance, Indicators, and service delivery (required).
- Data-driven approach to decision-making (required).
- Fluency in both spoken and written English (required).
- Experience working in a regulated or compliance environment (preferred).
- Knowledge of risk management, customer protection, or regulatory frameworks relevant to the industry (preferred).
- Experience managing multi-site or international operations (preferred).
- Relevant professional or managerial qualifications (preferred).
- Rewarding Group Bonus Plan
- EUR 100 in monthly food vouchers
- 25 days of annual leave plus all local public holidays
- 5 additional paid days off (for volunteering, learning, and even a special Game Day in December)
- Hybrid working model (2+ office days per week)
- August fully remote from anywhere in Bulgaria
- Christmas monetary bonus
- Transport and utilities support
- ShareSave Scheme
- Comprehensive life and health insurance
- Free access to Unmind, our mental health app
- Multi-Sport Card (Self Contribution)
- Social events and legendary Christmas/Summer parties
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.