Head of Operations

The Ideal Candidate
We are looking for a Head of Operations to drive close collaboration and synergy across functions within the Operations department, shaping them into one high-performing, joined-up function. In this role, you will manage day-to-day operations, own the cost optimisation agenda, and partner with the COO to shape and deliver our AI strategy. If you thrive on connecting dots across teams, turning data into decisions, and driving continuous, technology-led improvement, this role is for you,

What you will be doing

• Manage the day-to-day running of the Operations department, supporting and guiding Team Managers and team leaders as needed.
• Drive collaboration and synergies across Payments & Fraud, AML & Responsible Gaming, and Customer Support, identifying shared workflows, eliminating duplication, and aligning processes end-to-end across the player journey.
• Own and deliver the Operations cost optimisation agenda, managing the departmental budget and challenging spend across vendor contracts, tooling, and headcount without compromising quality, compliance, or customer experience.
• Oversee all vendor and supplier relationships across Operations, including Customer Support partners, payment providers, fraud-detection tools, and AML/RG platforms, negotiating value-for-money agreements and enforcing SLA compliance.
• Analyse market and regulatory requirements, embedding sound regulatory practices across all three teams to ensure full alignment with the compliance framework and applicable legislation.
• Review performance regularly, hold department managers accountable for continuous improvement, and use data to surface trends and drive decisions.
• Act as the senior escalation point for complex, cross-team operational issues, driving swift resolution and embedding learnings into improved processes and guidelines.
• Oversee operational systems, policies, and processes to support better management reporting, information flow, and efficiency across all three departments.
• Partner with the COO to co-develop and measure the impact of the Operations AI strategy.
• Work closely with the Operations AI specialist to identify, evaluate, and prioritise AI and automation opportunities across Payments & Fraud, AML & Responsible Gaming, and Customer Support, driving implementation and embedding a culture of continuous improvement.
• Lead, mentor, and develop your direct reports, nurturing talent, closing skills gaps, and building an open communication culture that supports information sharing and cross-team problem-solving.

Skills and Experience Required

• 5+ years of experience leading multiple functions across the Operations department, ideally within iGaming.
• Strong understanding of iGaming platforms, processes, and regulatory requirements; experience with CS software and player verification tools.
• Proven experience analysing KPIs, generating reports, and using data to drive decisions.
• Strong technical understanding of AI and automation workflows; helping shape and measure the impact of AI strategy alongside senior leadership.
• Strong analytical skills with the ability to work confidently across complex, cross-functional data sets.
• Excellent verbal and written communication skills, with the ability to influence and align stakeholders across teams.
• Ability to thrive and remain composed under pressure in a fast-paced, evolving environment.
• A logical, structured approach to problem-solving, paired with the ability to encourage creative thinking within your teams.
• Strong leadership skills, with a track record of motivating teams, encouraging autonomy and ownership, and recognising contributions and successes.
• Strong delegation and time-management skills, with the ability to balance priorities across multiple departments.
• A high sense of accountability, acting with honesty and fairness to build a trustworthy and reliable environment.

Location: The position will be based in Malta.

Start Date: As soon as we find a match!