Operations Manager

Job Description

This role serves as the central coordinator for GCGRA’s contact management activities with external stakeholders, ensuring efficient handling of individual licensing enquiries, consumer complaints, intergovernmental communications, licensee support and other stakeholder interactions.

The position also works under the direction of the AVP of Responsible Gaming to support Responsible Gaming messaging and frameworks, maintaining its integrity and accessibility.

Working across departments, the role drives the digitization and continuous improvement of GCGRA’s operational processes, strengthening collaboration, transparency, and responsiveness in all stakeholder engagements.

• Assist in the development and deployment of the digital operational activities of the GCGRA to ensure that stakeholder contact is managed efficiently.
• Responsible for coordinating the continuous improvement of the GCGRA’s contact and enquiry management systems used by the GCGRA.
• Support the Licensing processes for Applicants and Licensees as needed.

• Serve as the first point of contact for incoming queries and complaints, providing appropriate templated responses and directing more complex issues to the appropriate departments.
• Receive, log, and route incoming queries to relevant teams while ensuring timely and accurate follow-up.
• Log, elevate and track player complaints submitted to the GCGRA, ensuring resolution in line with GCGRA service level standards.
• Ensure accurate documentation and tracking of all incoming queries and complaints, supporting transparency and accountability.
• Implement and manage an integrated enquiry management system to manage the above.

• Management of training programmes for external facing UX’s, developing materials for supporting users to interact with the GCGRA including licensing portal, applications and reporting tools.
• Support development of training materials as needed across the business.

• Extensive experience in customer contact operations is essential.
• Extensive experience with operational aspects of Commercial Gaming and complaint management would be preferable.
• Bachelor's degree in a relevant field or equivalent experience.
• Proven ability to develop and implement operational procedures.
• Proved experience in continuously improving operational procedures.
  
  Experience of digital transformation of operational environments.
• Ability to review, analyse and manage broad stakeholder contact.
• Ability to build digital workflows to implement efficient operational procedures.
• Knowledge of concepts relating to the regulation of Commercial Gaming.
• Deep understanding of the needs and behaviours of Commercial Gaming players in relation to responsible gaming.
• Experience in building and managing high-performance teams.
• Clear professional and persuasive communication skills, both written and verbal.
• Experience with CRM systems, live chat platforms, and enquiry management technologies.
• Ability to manage and improve KPIs like response time, resolution rate, and customer satisfaction.

• Relationship Management
• Process and Workflow administration
• Internal Collaboration and Problem Solving
• Risk Identification and Escalation
• Continuous Improvement and Digital Innovation
• Operational Support for Regulatory Platforms

The General Commercial Gaming Regulatory Authority (GCGRA) is the federal executive agency responsible for regulating and overseeing commercial gaming in the United Arab Emirates. We aim to drive sustainable growth by cultivating world‑class commercial gaming operations and implementing efficient regulation, grounded in the principles of integrity, innovation, and responsible practices.

Established by Federal Law by Decree and headquartered in Abu Dhabi, the GCGRA is the executive authority that holds exclusive jurisdiction to regulate, license, and supervise all commercial gaming activities and facilities in the UAE.