Job Description

We’re looking for a strategic leader to join us as the Head of Operational Enablement for our new formed Centre of Excellence (CoE), bringing together Quality, Training, Data & Insights, and Workforce Management into one unified, high‑performing function.

In this role, you’ll build the function from the ground up, creating the standards, frameworks, and tools that support Customer Support, Player Protection, Fraud, and Digital Operations. Your work will drive consistency, efficiency, and exceptional service across the organisation.

You’ll ensure insights translate into action — connecting data, people, and process to continually uplift capability and operational performance. Working closely with Operations, Change & Automation, Product, Technology, and Compliance, you’ll play a central part in delivering our ambition to lead the market in customer engagement and protection through a data‑led, empowered culture.

This role is based in our Mauritius office and we cannot offer sponsorship/visa for this opportunity. 

Main Accountabilities & Responsibilities

Strategic Leadership

• Lead the creation of the Operations Enablement CoE, unifying Quality, Training, Insights, and WFM under one strategic model.
• Establish frameworks, standards, and tools that uplift operational performance and align all outputs to organisational priorities and customer outcomes.

Quality & Training

• Deliver a unified QA framework and ensure insights translate into targeted training, coaching, and capability development.
• Design and embed training programmes that support new processes, tools, and continuous improvement across all operational teams.

Workforce Management (WFM)

• Build and embed a full WFM capability covering forecasting, scheduling, capacity planning, and real-time management across all operations.
• Ensure optimal resource utilisation through effective planning, collaboration with key teams, and alignment to service levels and player demand.

Data & Insights

• Manage the relationship with the central insights team to secure timely, actionable data for Customer Operations.
• Embed insight-driven decision-making, continuous improvement, and strong data governance across all reporting processes.

Leadership & Collaboration

• Lead a multidisciplinary team across Quality, Training, Insights, and WFM, fostering a high‑performance and collaborative culture.
• Represent the Enablement function in cross‑functional forums, ensuring initiatives are insight-led and operationally ready through strong partnerships with operational and technical teams.

Qualifications

Essential:

• Extensive experience leading Quality, Training, Insights, or WFM functions in a customer operations or contact centre environment.
• Proven track record in designing or maturing shared service or CoE models.
• Strong understanding of operational performance metrics, workforce planning principles, and quality frameworks.
• Demonstrable ability to translate insight into action - connecting data to behavioural and process change.
• Excellent stakeholder management skills, with experience collaborating across Operations, Product, Tech, and Compliance.
• Experience building teams and frameworks from scratch, with a clear focus on consistency and scalability.
• Exposure and experience with the latest WFM and QA platforms

Desired:

• Experience working within a multi-site or international operations model.
• Professional qualification in learning, quality, or workforce planning disciplines.
• Experience in regulated industries such as gaming, finance, or telecoms.

Personal Qualities Desired:

• Builder mindset – motivated by creating structure, capability, and clarity from the ground up.
• Analytical and disciplined – brings structure to decision-making through data, evidence, and precision.
• Collaborative and inclusive – able to bring diverse teams and functions together under one shared mission.
• Commercially aware – understands how operational performance drives customer and business outcomes.
• Influential and credible – capable of engaging confidently with senior stakeholders across functions.
• Empowering leader – develops teams, encourages autonomy, and builds future leaders.
• Curious and improvement-oriented – continuously looks for smarter, simpler ways to work

Additional Information

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

You’ll get a competitive salary combined with some great benefits.

Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.

We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.