Manage the Trading Support Operation, creating a team to ensure all incoming and outgoing queries are prioritised accordingly to established SLA’s and triaged correctly to each department.
Introduce PDP’s to train and develop existing Trading Support team members and create a fit for purpose team to deal with client demands
Gain a high level knowledge of Trading support systems to create an automated triage and ticket management system.
Recruit for roles required to achieve the targets established with the Head of Trading. Create onboarding processes to help train and develop new talent in the team.
Take ownership of all Trading issues, working closely with Clients to ensure all are raised in the correct channels to the relevant departments and are followed through until resolved.
Take ownership of error corrections and goodwill gestures, ensuring details are communicated promptly, as well as making informed decisions with the Client and Business needs in mind.
Communicate with a variety of technical providers and feed providers regarding current or historic issues, clearly and efficiently communicating the impact and severity.
Represent Trading during live Major Incidents, informing technical teams of the Business impact, organising workarounds, and communicating to the Trading department. Escalating any critical issues to the Head of Trading and other key stakeholders
Be responsible for the timely update and communication of trading rules and updates to the trading system to Account management and Clients during the release process.
Create and manage the Trading Support process flows; keeping them updated and applicable for all of our clients.
Coping under pressure – you have experience working in a fast-paced, high-pressure role with demonstrated success
Customer-focused outlook – you are able to consider the needs of our partners when making any decision that could impact their Business and/or our profitability
Continuous improvement - you process an analytical mindset to identify and solve recurring issues that drive continuous improvement across the Trading floor
Prioritisation – you are comfortable digesting vast amounts of information quickly, prioritising work logically and delegating tasks to individuals
Flexibility – you understand that we will operate as a 24/7 support team, and there will be a requirement to be available if required whenever an issue is escalated to a higher priority.
Communication – you are comfortable communicating (verbally and in writing) with audiences of all levels and adjust your approach accordingly. This includes working with employees and clients whom English is not their first language.
Experience – you have experience working in the Sportsbook industry, ideally within a customer-facing role. Experience in a B2b and B2c environment is preferential but not essential.
Knowledge – knowledge of Trading systems is a positive, as is an understanding of major eSports, traditional sports and betting terminology
Management – you possess strong interpersonal skills and can use these to motivate and develop your line reports.