Operations Manager

The Operations Manager will be an integral part of the Hyderabad Marketing Operations team, within the UK & Ire region.

You will play a critical role in ensuring the efficiency, effectiveness and scalability of onsite marketing efforts. You will focus on the people, process, technology and data that drive the marketing operations function, continually seeking opportunities to optimize and improve over time.

You will be the interface between the commercial teams and the HYD Marketing Ops team, owning the stakeholder relationships, proactively seeking feedback for improvements and resolving issues as they arise.

This is a hands-on management role, in which you will be expected to:

• Manage the capacity planning for the team, including reallocating HC within the team or building the business case to grow / reduce HC as required by business need
• Ensure all campaigns and deliverables of the team are executed within defined SLAs while meeting quality expectations
• Foster a positive and enjoyable working environment, while setting high expectations for performance and nurturing the team`s technical and professional development
• Continually improve and optimize the team`s internal tools, processes, ways of working to drive efficiency and improvements in quality of execution

People Management

• Supervise and manage the HYD Sportsbook Marketing Operations & Commercial Operations teams, including recruitment, onboarding, development, reward and recognition, and performance management
• Foster a positive work environment and promote a culture of high performance and continuous improvement
• Collaborate with senior management to set performance targets and monitor progress

Campaign Execution 

• Ensure that sports campaigns and deliverables of the team are executed within defined SLAs
• Oversee QA processes to ensure campaigns and deliverables meet established standards and preventing errors from reaching the customer
• Address any operational issues that may affect the quality of outputs, delivery timeframes or customer / stakeholder satisfaction
• Analyze and improve existing operational processes and systems, implementing best practice to streamline operations and reduce cost

Stakeholder Management

• Build and maintain strong working relationships, acting as the primary contact for stakeholder queries and concerns
• Ensure stakeholders are informed and engaged, with timely and effective communication on business operations, risks, issues etc.
• Analyze stakeholder needs and expectations, proactively seeking feedback and implementing improvements or optimizations accordingly 
• Identify and address potential issues, facilitating negotiations and finding mutually beneficial solutions as required

Regulation and Compliance

• Ensure the business adheres to applicable regulations and legislation, implementing policies and procedures to mitigate risk
• Implement and enforce safety protocols to maintain a safe working environment

Reporting and Analysis

• Prepare regular reports on operational and team performance, including key metrics and KPIs
• Analyze data to identify trends, areas for improvement and opportunities for growth

Customer Service

• Collaborate with CS to ensure customer needs are met and issues are resolved promptly
• Monitor customer feedback and make operational adjustments as necessary

Other

• Act as a subject matter expert on tools and systems, contributing to / supporting initiatives to simplify, consolidate and streamline technology 
• Continually invest in learning about the wider commercial business you are immersed in (e.g. how the business makes money, who our customers are, how other teams work etc.)
• Stay up to date with industry trends and technology advancements