Operations & Sportsbook Manager - OSM0820 at Sun International

Job Purpose
The Operations & Sportsbook Manager for Sunbet will have responsibility and accountability for the strategic planning, management, delivery and governance of the day to day Sunbet Sports book risk management and trading functions for online and retail sports betting operations; system, product and data management as well as overseeing the delivery of retail operations, contact centre functions, customer experience and business relationships with the aim of ensuring that the Sunbet brand and product are well positioned, that revenue targets are achieved, risks are mitigated and ensuring all books remain competitive as part of a world-class sports betting product.
To enable these objectives the role will also have responsibility to lead and manage processes and provide advice to business operations in achieving gaming compliance, FIC (anti-money laundering) and responsible gaming practices, and prescribed non-gaming business practices against statutory and regulatory standards. As the primary regulatory representative for Sunbet, the role will be responsible for facilitating all regulatory authority interactions, will guide and develop Sunbet€™s internal regulatory policies, and monitor internal practices to ensure all operations remain in compliance with government regulations. This will include ensuring that all new product development and services meet regulatory requirements and standards and support the Business Strategy.
This role will be required to ensure all practices are in line with policy, frameworks and tools based on researched leading and industry practice, specialised projects and innovation, and will provide legislative support to advise, enable and support business operations in achieving their objectives

Education

• 3-Year B-Degree or Diploma in Business Management

Experience

• Minimum 10 years experience in the sports betting industry, including 4 years management experience
• Strong understanding of sports betting systems, business operations and processes
• Thorough understanding of legislation (SHE / LRA/ risk management) and sports betting regulations
• Demonstrated analytical and effective decision making ability to prioritize and communicate with management to achieve business goals and footfall
• Unwavering commitment to quality operations and data-driven program evaluation
• Positive, action-oriented, flexible, and innovative approach to management

Skills and Knowledge

• Conceptualising
• Analysing
• Creating and improving
• Sourcing information
• Applying expertise and technology
• Taking ownership
• Responding with urgency
• Collaborating
• Business & Financial Acumen
• Industry Knowledge and interest in sports betting and online gaming
• Gaming & FIC regulations
• Labour legislation
• Coaching
• Trading
• Sports Betting Odds & Risk Management
• Sports betting software
• Statistical skills
• SLA & Contract management

Key Performance Areas

• Understand the Sunbet strategy, operationalise strategic objectives, targets and deliverables and develop plans, frameworks and tools for all areas of responsibility including retail stores, contact centre, risk and trading and compliance functions
• Create, update and manage governance frameworks, audits and alignment of processes and practices within operations
• Offer expertise and provide leadership in order to meet business priorities (e.g. impact on customer experience, controlling of costs, leveraging of skills, governance)
• Critically evaluate product offerings across the various properties and manage the improvement and innovation of products and offerings in line with leading practice, and collaborate with the GM to build and deliver the Sunbet brand, products and services to achieve revenue targets
• Conceptualise, plan and manage any new projects and offerings across the business to drive increased customer engagement, brand visibility and revenues
• Manage and control all sports content, including pre-match and live in-play feeds and manually traded where required aligned with competitor standards, industry and customer trends, ensuring that content remains innovative and fresh
• Manage the activation of all technical related requirements and the successful delivery of content to users as per world class standards
• Oversee and guide risk and trading pricing and management in line with market trends, client profiles and profitability of various sports markets, ensuring all books remain competitive
• Ensure adequate recovery, security and business continuity plans & procedures are in place and regularly tested (from an operational perspective).
• Maintain liquidity flows in sports processes and ensure appropriate settlements
• Monitor that all background research on all fixed odd markets is performed and that trading odds are adjusted accordingly.
• Monitor and manage trading/ betting activities of outsourced trading contract, for all sports in a pressurised and fast pace environment.
• Hedge clever bets by taking back bets from other book makers in order to reduce exposure
• Facilitate the programme management and achievement of milestones of deliverables in all areas of responsibility
• Deliver plans for an integrated sports betting regulatory and compliance system (including processes, people, standards, management frameworks, practices and technology) to support the business strategy aligned to regulatory requirements, gaming board regulations, licence commitments and environmental imperatives
• Champion the end to end customer experience, monitoring important touchpoints in the customer€™s journey to ensure optimal execution and synergy throughout the experience from first point of contact, through the customer life cycle as well as in the retail stores and develop initiatives to drive improvements, improve efficiency and reduce complaints
• Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience
• Align and manage practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for Sunbet
• Measure success and return on investment of products and services and identify issues and challenges when not achieved
• Oversee the management of operational inventory, distribution and storage of operating equipment and facility layouts
• Oversee the vetting and finalization of regulatory audit reports and remedial action
• Oversee compliance with PoPI, Consumer Protection Act and Financial Intelligence Centre Act, PRECCA, NEMA, UK and US anti-bribery legislation
• Develop and update policies and procedures around responsible gambling and be an advisor and compliance expert on various gaming, responsible gambling regulations and application to ICS, operating procedures and challenges
• Maintain working relationships with the appropriate regulators and act as a liaison between regulators, business units, and business leadership on compliance issues; and is the point of contact when responding to non-compliance notices and complaints received by the business
• Relationship agreements with key suppliers, business partners and sponsors are built, negotiated and managed to achieve the business objectives and leverage new opportunities and joint initiatives
• Team leadership and management; ensuring all relevant employees understand relevant standards, regulations and procedures
• Drive a culture of quality standards, ethics and governance and ensure all staff are competent in relevant legislation, regulatory and company standards to deliver against those standards