Head of Customer Operations - NL/BE

The Role

As Head of Customer Operations, you will lead three key teams: Player Risk, High-Value Customer Engagement & Sustainability, and Customer Service. Your focus is to ensure consistent, compliant, and high-quality operations in NL & BE markets.

This hands-on role includes managing performance, maintaining service standards, and ensuring regulatory adherence, while supporting responsible, sustainable customer experiences.

You will shape cross-functional initiatives by providing operational input, customer insights, and data-driven recommendations, combining a strong service ethos with RG, AML, and governance alignment.

What You will do

Operational Delivery

Oversee the day-to-day running of the Player Risk, HNW Engagement, and Customer Service teams to ensure efficient, compliant service delivery, with a focus on meeting defined KPIs

Ensure service level agreements (SLAs), contact quality, and response time standards are met consistently across all functions

Act as the key point of operational coordination across the three teams, aligning daily priorities, resolving escalations, and supporting effective communication flow

Compliance and Player Protection

Ensure operational adherence to all RG, AML, and market-specific regulatory requirements, supporting safe and sustainable player outcomes

Collaborate with Governance, Compliance, and Legal to provide accurate operational input and maintain readiness for audits, reviews, or licence checks

Escalate RG, AML, or conduct-related risks appropriately, ensuring timely documentation and follow-up in line with policy

Contribution to Continuous Improvement

Provide operational requirements, feedback, and insights to support improvements to workflows, tooling, and processes

Contribute to the refinement of customer journeys to ensure operational feasibility, compliance, and player protection

Participate in the testing and operational rollout of new initiatives led by Governance, Product, or Strategy teams

HNW Customer Engagement

Oversee the execution of HNW customer service activities, ensuring interactions are personalised, secure, and aligned with RG and retention goals

Coordinate with CRM, Country Managers, and Compliance to ensure HNW engagement supports both commercial value and sustainability

Team Leadership and Support

Lead and support team managers across the three areas, ensuring expectations, development goals, and performance metrics are clearly defined and monitored

Track operational KPIs including case handling, contact quality, and compliance metrics; provide regular coaching and performance input

Promote a collaborative and accountable culture, grounded in compliance, operational excellence, and continuous learning

Cross-Functional Collaboration

Represent customer operations in cross-functional projects and discussions involving Compliance, Product, Legal, CRM, and Customer Experience teams

Provide operational insight into decisions that impact service, player safety, or team execution, ensuring solutions are practical and effective

Compliance

Ensure that you, and your team, adhere to the Governance, Risk & Compliance (GRC) obligations within your direct responsibility and control

Ensure any non-compliance incidents within your team are raised through the appropriate channels (Compliance Incidents Process) and that your team are informed of any reporting processes relevant to them

Challenge processes, policies and projects that will negatively impact compliance within the Group

Ensure your team's completion of all mandatory compliance trainings within the set deadline

Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear

Your Experience

Extensive operational management experience in a regulated environment

Strong understanding of operational delivery frameworks including SLAs, case handling standards, and escalation procedures

Working knowledge of RG, AML, and other regulatory principles; comfortable ensuring compliance in daily customer interactions

Experience managing high-performance teams and supporting HNW customers with sensitivity and integrity

Able to interpret performance trends and provide meaningful feedback that contributes to process enhancement and team effectiveness

Confident communicator and contributor in cross-functional environments.

Fluent in English; additional language(s) relevant to target markets is a plus.

How Success will be measured

Consistent delivery of SLAs, contact quality, and compliance standards across all customer operations teams

Operational efficiency through timely case resolution, process adherence, and KPI achievement

High-impact input into cross-functional projects, improving systems, processes and customer journeys

Strong team engagement and leadership performance, evidenced by feedback, talent growth and coaching outcomes

Balanced management of high-risk and HNW customers, aligning customer experience with RG and AML requirements