Head of Operations

As the Head of Operations at JOI Gaming, you will oversee daily operations across Customer Support, Risk & Fraud Prevention, ensuring compliance and performance alignment. You’ll lead cross-functional teams to enhance operational workflows, document processes meticulously, and ensure that all standards set by regulatory bodies like the KSA are met. Additionally, identifying automation opportunities to drive efficiency will be crucial in your role.

To be successful as the Head of Operations at JOI Gaming, candidates should have over 5 years of experience in iGaming operations, particularly in senior roles. A thorough understanding of Dutch regulatory requirements, strong leadership abilities, and an analytical mindset for data-driven decision-making are essential qualifications for this position.

At JOI Gaming, the work culture for the Head of Operations reflects collaboration, innovation, and a strong commitment to compliance. The company promotes a hybrid work environment, allowing employees to work from home twice a week, enjoy team lunches, and foster a culture of continuous learning and open communication.

Compliance with Dutch regulations is a cornerstone of the Head of Operations role at JOI Gaming. This involves a deep understanding of AML requirements, KSA standards, and responsible gaming practices. You’ll be responsible for instilling these regulations into the daily operations of various teams, ensuring every process adheres to the expected standards.

As the Head of Operations at JOI Gaming, you can look forward to a competitive benefits package including a pension contribution of 5% of your salary and a €1,000 Employee Benefits Package which can be used for various personal development options such as gym memberships and travel. Additional perks include hybrid work flexibility, birthday leave, and free parking.

In your response, highlight specific instances where you've successfully managed teams across different functions, focusing on the strategies you employed to ensure alignment and collaboration towards shared goals. Mention how you facilitated communication and created synergies between departments to enhance overall operational efficiency.

Discuss your approach to keeping up-to-date with regulatory changes, such as attending industry conferences, engaging in continuous professional development, and utilizing resources from regulatory authorities like the KSA. Explain how you ensure your team's adherence to these regulations through training and systematic process documentation.

When addressing this question, provide examples of how you've developed and maintained documentation standards in your previous roles. Talk about tools or software you’ve employed and emphasize the importance of keeping documentation accessible and up-to-date to promote transparency and efficiency.

Share examples of how you have used data analytics to identify inefficiencies or areas for improvement in your operations. Explain the metrics you considered and how you implemented changes based on your findings, emphasizing the positive outcomes achieved.

Talk about your experience identifying and implementing automation solutions that streamline processes. Describe specific tools or technologies you've used and the impact on operational efficiency, illustrating your proactive approach to leveraging technology in operations.

Give examples of initiatives or practices you've put in place to encourage ongoing professional development and learning. Mention any training programs, knowledge-sharing sessions, or mentorship opportunities you've facilitated to create an engaging learning environment.

Discuss your methodology for managing vendor relationships, emphasizing the importance of clear communication and alignment on goals. Share specific negotiation successes, focusing on how you've secured favorable terms while maintaining strong partnerships.

Outline your philosophy on player experience, including how you work collaboratively with marketing and product teams to enhance the player journey. Mention specific initiatives or feedback mechanisms you've instituted to capture player insights and drive improvements.

Share strategies you employ to address underperformance, focusing on how you identify issues early, provide constructive feedback, and support team members in improving their performance through coaching and development opportunities.

Discuss your leadership style and how it fosters a positive team environment. Provide examples of how you adapt your approach based on team dynamics and individual strengths to motivate and engage your team effectively.