Operations Executive

About the Client

Our client is a leading organization specializing in innovative smart lottery and digital gaming solutions. With a strong focus on technology, security, and operational excellence, the organization delivers cutting-edge solutions that enhance digital lottery operations and customer experiences. Committed to innovation and continuous growth, it provides a dynamic, collaborative, and rewarding work environment where employees are empowered to contribute to impactful technology-driven initiatives.

Job Overview

As an Operations Executive, you will be responsible for supporting the day-to-day operational activities of the organization, ensuring seamless coordination across multiple business functions. This role requires a proactive and adaptable individual who can manage operational processes, coordinate cross-functional teams, and maintain efficient workflows in a fast-paced environment. You will contribute to process improvement, operational planning, and service delivery while working closely with technical, commercial, and support teams to ensure business objectives are achieved.

Key Responsibilities

1. SOP Management & Development

• Design, document, and maintain Standard Operating Procedures across operational functions (call centre, demand planning, vendor management, incident response).
• Review and update SOPs on a defined cadence as processes mature; version-control all documentation.
• Train relevant staff on new/updated SOPs and audit adherence.

2. Contract Management

• Manage the lifecycle of vendor, partner, and service contracts — drafting support, tracking renewal/expiry dates, and flagging risk clauses to leadership or legal counsel.
• Maintain a centralised contract repository with key terms, obligations, and SLAs.
• Monitor vendor/partner performance against contracted deliverables.

3. Technology Project Management

• Act as the operational point of contact between the business and the tech development team (internal or outsourced) on platform builds, releases, and fixes.
• Maintain project plans, timelines, and status tracking for tech deliverables; escalate delays or scope risks.
• Translate operational/business requirements into clear specifications for developers.
• Coordinate UAT (user acceptance testing) before releases go live.

4. Demand Planning Process Management

• Own the demand planning process for lottery products/draws — forecasting volumes, staffing needs, and inventory/prize float requirements.
• Analyse historical draw/sales data to refine forecasting accuracy.
• Coordinate with sales, distribution, and call centre teams to align supply with expected demand.

5. Call Centre Staffing & Roster Management

• Own the roster planning and scheduling for call centre staff, ensuring adequate coverage against demand forecasts.
• Monitor attendance, shift adherence, and service-level performance (call volumes, wait times, resolution rates).
• Coordinate with HR on hiring, onboarding, and performance management of call centre staff.

6. Cross-Functional & External Party Coordination

• Serve as the operational liaison across internal teams (tech, marketing, finance, HR) and external parties (vendors, regulators, distribution partners) on live projects.
• Run or support project status meetings; maintain shared trackers and action logs.
• Ensure regulatory/licensing requirements specific to the lottery/gaming business are reflected in operational processes.

7. Data Analysis & Reporting

• Build and maintain operational dashboards/reports (sales, call centre performance, demand forecasts, SLA adherence).
• Analyse trends and flag anomalies or risks to management.
• Support data-driven decision-making across the functions above.

Qualifications & Experience

• Bachelor's degree in Business Administration, Operations Management, IT, Supply Chain or a related field.
• Project Management qualifications would be a plus.
• 1–3 years of experience in an operations, project coordination, or process management role (startup or fast-paced environment strongly preferred).
• Prior exposure to demand planning, operations management, or business administration is an advantage. 

Skills & Competencies

• Strong working knowledge of Excel/Google Sheets for data analysis and reporting; comfort with dashboards (Power BI/Google Data Studio a plus).
• Ability to read and manage basic contract terms; attention to detail on obligations and deadlines.
• Strong written communication for SOP documentation and cross-team coordination.
• Comfortable operating with ambiguity and limited process — a builder's mindset, not just an executor.
• Organised, deadline-driven, and able to manage multiple concurrent workstreams independently.

Interested candidates may send their CV to jobs@mindplus.global