This role drives process improvement across Customer Operations, working alongside Fraud & Payments (FP), Responsible Gaming (RG), Customer Support (CS), and Anti-Money Laundering (AML). You will build a first-hand understanding of how each function operates, partner with key stakeholders to identify friction points and breakdowns, both internal and customer-facing, and prioritise high-impact fixes, starting with the gaps generating the highest volume of cross-departmental escalations.
Process Discovery & Bottleneck Identification
Build and maintain a deep understanding of end-to-end workflows and handoffs across RFP, RG, CS, and AML.
Map cross-departmental processes to identify where handoffs break down, work stalls, or duplicate effort occurs.
Maintain a live, prioritized backlog of process issues weighted by frequency and business impact.
Escalation-Led Prioritization
Track and analyze cross-departmental escalations to identify high-volume root causes.
Prioritize improvement initiatives based on internal impact and reduction of player friction (e.g., verification delays, payment holds, RG interventions).
Report escalation trends, root causes, and player-impact metrics to leadership.
Process Redesign & Automation
Redesign processes end-to-end to address structural root causes.
Identify opportunities to eliminate manual effort and implement automation (workflow routing, RPA, AI-driven process improvements) in partnership with Product, Technology, and Process Improvement & Automation teams.
