Operations Lead

<p data-start="300" data-end="591">Step into the vibrant world of <strong data-start="331" data-end="359">Napoleon Sports &amp; Casino</strong>, where we’re not only shaping the landscape of iGaming, sports betting and interactive entertainment, but also the future of careers. As our company continues to grow and welcome new talent, our ambitions keep reaching new heights.</p> <p data-start="593" data-end="644"><strong data-start="593" data-end="644">In for a thrill? Check out our new opportunity:</strong></p> <p data-start="666" data-end="1014">As an <strong data-start="672" data-end="691">Operations Lead</strong>, you play a key role in keeping our Core Operations running smoothly while continuously improving how we work. In this role, you are the driving force behind our day-to-day operational performance, ensuring that our most important customer journeys and operational processes run in a stable, efficient and predictable way.</p> <p data-start="1016" data-end="1258">You work closely with various internal teams and external partners to build a strong operational structure around areas such as <strong data-start="1144" data-end="1257">payments, onboarding &amp; access, KYC processes, incident management, vendor governance and operational projects</strong>.</p> <p data-start="1260" data-end="1476">With your structured approach and strong sense of ownership, you ensure that processes do not depend on individual people, but instead run through a clear cadence, measurable KPIs and consistent follow-up on actions.</p> <h4 data-section-id="1115ljy" data-start="1483" data-end="1507">Your Responsibilities:</h4> <ul> <li data-start="1511" data-end="1667">Monitor and optimise the daily performance of our payment flows (both deposits and withdrawals), actively working to reduce failures and recurring issues.</li> <li data-start="1670" data-end="1815">Manage escalations with payment providers and other external partners, ensuring clear follow-up, well-defined SLAs and structural improvements.</li> <li data-start="1818" data-end="1986">Coordinate the full <strong data-start="1838" data-end="1869">incident management process</strong>, from triage and communication to follow-up and post-incident reviews, ensuring actions are effectively completed.</li> <li data-start="1989" data-end="2140">Analyse operational data and translate insights into concrete improvement initiatives that contribute to more stable and efficient customer journeys.</li> <li data-start="2143" data-end="2293">Optimise processes around <strong data-start="2169" data-end="2216">onboarding, login/access and KYC processing</strong>, with a focus on SLA adherence, throughput and reducing customer friction.</li> <li data-start="2296" data-end="2474">Work closely with <strong data-start="2314" data-end="2366">Product, Tech, Compliance and other stakeholders</strong> to implement operational improvements and ensure smooth operational launches of new processes or changes.</li> <li data-start="2477" data-end="2616">Manage relationships with external partners and vendors, monitor their performance and maintain clear escalation and follow-up processes.</li> <li data-start="2619" data-end="2755">Lead operational projects and implementations, ensuring clear scope, priorities and consistent follow-up on progress and action items.</li> <li data-start="2758" data-end="2898">Organise and lead <strong data-start="2776" data-end="2805">weekly operations reviews</strong>, where KPIs, incidents, escalations and improvement initiatives are tracked and discussed.</li> <li data-start="2901" data-end="3020">Maintain clear documentation, processes and runbooks to ensure the team can work efficiently and in a structured way.</li> <li data-start="3023" data-end="3180">Coach and support the <strong data-start="3045" data-end="3070">Operations Specialist</strong>, contributing to a culture of ownership, collaboration and continuous improvement within the operations team.</li> </ul> <h4 data-section-id="u6guzl" data-start="3187" data-end="3210">Your Winning Profile:</h4> <ul> <li data-start="3214" data-end="3364">At least <strong data-start="3223" data-end="3262">3 years of experience in operations</strong> within a high-transaction or regulated environment (e.g. iGaming, fintech, payments or e-commerce).</li> <li data-start="3367" data-end="3427">Experience with <strong data-start="3383" data-end="3424">payment operations and PSP ecosystems</strong>.</li> <li data-start="3430" data-end="3496">Experience with <strong data-start="3446" data-end="3493">incident management and root cause analysis</strong>.</li> <li data-start="3499" data-end="3599">Strong analytical skills and experience working with <strong data-start="3552" data-end="3596">operational KPIs and performance metrics</strong>.</li> <li data-start="3602" data-end="3689">Experience managing <strong data-start="3622" data-end="3686">projects, priorities and operational improvement initiatives</strong>.</li> <li data-start="3692" data-end="3817">Strong stakeholder management skills and experience collaborating with <strong data-start="3763" data-end="3814">Tech, Product, Compliance and external partners</strong>.</li> <li data-start="3820" data-end="3931">A proactive mindset, strong ownership and the ability to work in a structured way within a dynamic environment.</li> </ul> <h4 data-section-id="ecg53q" data-start="3938" data-end="3954">Nice to haves</h4> <ul> <li data-start="3958" data-end="4022">Experience with <strong data-start="3974" data-end="4019">KYC processes and compliance requirements</strong>.</li> <li data-start="4025" data-end="4099">Familiarity with tools such as <strong data-start="4056" data-end="4096">Zendesk or similar service platforms</strong>.</li> <li data-start="4102" data-end="4171">Interest in or experience with <strong data-start="4133" data-end="4168">operational data and automation</strong>.</li> <li data-start="4174" data-end="4273">Experience in an environment where <strong data-start="4209" data-end="4272">Operations works closely with Customer Service or VIP teams</strong>.</li> </ul> <h4 data-section-id="1ksznlh" data-start="4280" data-end="4292">Our Offer</h4> <p data-start="4294" data-end="4663">In return for your dedication and expertise, we offer a challenging career in a unique and dynamic environment. You will receive an attractive salary package with various extra-legal benefits such as a company car and performance bonus, as well as ample opportunities for growth and career development. Our headquarters are located in Aalst, between Brussels and Ghent.</p> <p data-start="4665" data-end="4871">As part of the <strong data-start="4680" data-end="4698">Superbet Group</strong>, we at Napoleon Sports &amp; Casino are unstoppable. Our ambitious growth plans offer employees exciting opportunities to contribute to the expansion and future of our company.</p>