Operations Lead

As an Operations Lead, you play a key role in keeping our Core Operations running smoothly while continuously improving how we work. In this role, you are the driving force behind our day-to-day operational performance, ensuring that our most important customer journeys and operational processes run in a stable, efficient and predictable way.

You work closely with various internal teams and external partners to build a strong operational structure around areas such as payments, onboarding & access, KYC processes, incident management, vendor governance and operational projects.

With your structured approach and strong sense of ownership, you ensure that processes do not depend on individual people, but instead run through a clear cadence, measurable KPIs and consistent follow-up on actions.

Your Responsibilities:

• Monitor and optimise the daily performance of our payment flows (both deposits and withdrawals), actively working to reduce failures and recurring issues.
• Manage escalations with payment providers and other external partners, ensuring clear follow-up, well-defined SLAs and structural improvements.
• Coordinate the full incident management process, from triage and communication to follow-up and post-incident reviews, ensuring actions are effectively completed.
• Analyse operational data and translate insights into concrete improvement initiatives that contribute to more stable and efficient customer journeys.
• Optimise processes around onboarding, login/access and KYC processing, with a focus on SLA adherence, throughput and reducing customer friction.
• Work closely with Product, Tech, Compliance and other stakeholders to implement operational improvements and ensure smooth operational launches of new processes or changes.
• Manage relationships with external partners and vendors, monitor their performance and maintain clear escalation and follow-up processes.
• Lead operational projects and implementations, ensuring clear scope, priorities and consistent follow-up on progress and action items.
• Organise and lead weekly operations reviews, where KPIs, incidents, escalations and improvement initiatives are tracked and discussed.
• Maintain clear documentation, processes and runbooks to ensure the team can work efficiently and in a structured way.
• Coach and support the Operations Specialist, contributing to a culture of ownership, collaboration and continuous improvement within the operations team.

Your Winning Profile:

• At least 3 years of experience in operations within a high-transaction or regulated environment (e.g. iGaming, fintech, payments or e-commerce).
• Experience with payment operations and PSP ecosystems.
• Experience with incident management and root cause analysis.
• Strong analytical skills and experience working with operational KPIs and performance metrics.
• Experience managing projects, priorities and operational improvement initiatives.
• Strong stakeholder management skills and experience collaborating with Tech, Product, Compliance and external partners.
• A proactive mindset, strong ownership and the ability to work in a structured way within a dynamic environment.

Nice to haves

• Experience with KYC processes and compliance requirements.
• Familiarity with tools such as Zendesk or similar service platforms.
• Interest in or experience with operational data and automation.
• Experience in an environment where Operations works closely with Customer Service or VIP teams.

Our Offer

In return for your dedication and expertise, we offer a challenging career in a unique and dynamic environment. You will receive an attractive salary package with various extra-legal benefits such as a company car and performance bonus, as well as ample opportunities for growth and career development. Our headquarters are located in Aalst, between Brussels and Ghent.

As part of the Superbet Group, we at Napoleon Sports & Casino are unstoppable. Our ambitious growth plans offer employees exciting opportunities to contribute to the expansion and future of our company.