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Urgent! Customer Operations Manager Job Opening In Cape Town – Now Hiring Initiate International
Customer Operations Manager
Location: Cape Town
Industry: Online Gambling & Sports Betting
About the Role
Our client is searching for a dynamic and experienced Customer Operations Manager to lead operations across Customer Support, Player Protection, and Gaming Finance.
This is a pivotal role at the intersection of customer experience, regulatory compliance, and financial integrity.
Youll be responsible for ensuring that every customer interaction is seamless, safe, and compliant, while empowering teams to deliver service that builds loyalty and protects the brand.
This isnt just about managing day-to-day operations its about driving transformation.
You will lead multiple teams, streamline processes, implement smarter ways of working, and ensure that the business is always one step ahead of regulatory, financial, and customer service demands.
Its a role that requires both strategic vision and hands-on leadership, offering the chance to directly shape how the business delivers excellence in the highly competitive iGaming and sports betting industry.
Key Responsibilities
Leadership & People Development: Lead and inspire Team Leaders across Customer Support, Player Protection, and Gaming Finance.
Provide coaching, mentoring, and structured development to build high-performing, engaged teams.
Operational Excellence: Oversee day-to-day workflows including customer interactions, transaction monitoring, payment flows, financial reconciliation, and the resolution of formal complaints.
Customer Experience & Insights: Collect and analyse customer feedback, identify trends, and present data-driven recommendations to continuously improve satisfaction, loyalty, and player safety.
Compliance & Risk Management: Ensure all teams adhere to regulatory requirements, including AML, Responsible Gambling, and National Gambling Board standards.
Proactively update internal policies, controls, and processes to mitigate risk.
Training & Capability Building: Design and deliver training on customer service, AML, fraud prevention, and financial best practices, ensuring teams are always ahead of industry requirements.
Cross-Functional Collaboration: Partner with Legal, Product, and Finance to align customer-facing operations with wider business priorities, embedding compliant and customer-first processes across all touchpoints.
Quality & Assurance: Conduct regular quality checks on customer interactions, investigations, and financial processes, escalating high-risk issues promptly.
Strategic Reporting: Deliver timely and insightful reports to senior leadership on operational performance, compliance status, financial health, and emerging risks.
Customer Journey Ownership: Oversee the full customer lifecycle from onboarding to retention ensuring that player protection, responsible gambling, and financial integrity are prioritised at every step.
Skills & Experience
Proven track record in a senior operations management role within online gambling, sports betting, or a closely related industry.
Strong knowledge of player protection principles, AML, responsible gambling practices, and financial regulations.
Highly analytical with the ability to interpret data and use insights to drive decisions and optimise processes.
Experienced in leading and developing teams, with a focus on performance management, coaching, and building future leaders.
Strong project management skills with the ability to deliver multiple initiatives on time and to a high standard.
Excellent communicator and collaborator, able to influence across departments and engage effectively with senior leadership.
Proficient in customer experience tools and operational systems, with a drive to innovate and adopt new technologies.
Demonstrated success in policy creation, process improvement, and quality assurance within a regulated environment.
✨ Smart • Intelligent • Private • Secure
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Unlock Your Customer Operations Potential: Insight & Career Growth Guide
Real-time Customer Operations Jobs Trends in Cape Town, South Africa (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Customer Operations in Cape Town, South Africa using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 11581 jobs in South Africa and 931 jobs in Cape Town. This comprehensive analysis highlights market share and opportunities for professionals in Customer Operations roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Initiate International is currently hiring and seeking a Customer Operations Manager to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Customer Operations Manager Jobs Cape Town.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Initiate International adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Customer Operations Manager Jobs South Africa varies, but the pay scale is rated "Standard" in Cape Town. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Customer Operations Manager typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
To improve your chances of getting hired for Customer Operations Manager, consider enhancing your skills. Check your CV/Résumé Score with our free Resume Scoring Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.
Here are some tips to help you prepare for and ace your job interview:
Before the Interview:To prepare for your Customer Operations Manager interview at Initiate International, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Initiate International's products or services and be prepared to discuss how you can contribute to their success.
By following these tips, you can increase your chances of making a positive impression and landing the job!
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