- Oversees and manages multiple projects from inception to completion, ensuring they are delivered on time, within scope, and budget- Manages the North American (possible expansion to other markets) services product development lifecycle, including planning, daily stand-ups, and retrospectives.- Ensures the product documentation and knowledge base are up-to-date and easily accessible to customers and support teams.- Collaborates with the sales team to support managed services pre-sales activities, including preparing proposals, presentations, and conducting product demonstrations.- Creates and manages high-quality content for various purposes, including marketing materials, client communications, and training resources.- Provides expert consultancy and advisory services to clients, helping them optimize their use of Playtech's solutions and services.- Facilitates design thinking/design sprint workshops, product demos, and presentations to stakeholders and customers.- Builds and maintains strong relationships with clients, acting as a primary point of contact for project-related inquiries and ensuring high levels of client satisfaction.- Stays informed about industry trends, competitor activities, and market conditions in the US and Canadian markets to provide valuable insights and recommendations.- Works closely with cross-functional teams, including risk & payments, customer experience, sales, marketing, product development, and customer support, to ensure seamless project execution and delivery.

- Taking charge of day-to-day execution, overseeing targets and ensuring success of offers and live events - Developing and steering a promotion strategy harmonising audience expectations with business objectives- Tailoring promotions to be delivered to the right segment at the right time

- Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. - Owns program of work and is able to prioritize and make progress on initiatives within program.- Able to identify opportunities across the organization for team to address. - With supervision, able to influence and communicate work plan and results to senior leadership."- Receives little to no instruction on assigned tasks. Proactively identifies opportunities and initiatives based on area of focus and team objectives. Works independently.

- Providing consultancy and training to clients for following services: Customer Support, Payments,Risk,KYC/AML, Marketing,etc.- Create presentations,knowledge base and programs for consultancy- Training new staff for the Customer Support- Training and coaching new staff of new Operations worldwide

- Built relationships with customers and community to establish long-term business growth- Managed accounts to retain existing relationships and grow share of business- Achieved sales goals and service targets by cultivating and securing new customer relationships- Resolved problems with high-profile customers to maintain relationships and increase return customer base- Collaborated with upper management to implement continuous improvements and exceed team goals

- Providing consultancy and training to clients for following services: Customer Support, Payments, Risk, KYC/AML, Marketing, etc.- Create presentations,knowledge base and programs for consultancy- Training new staff for the Customer Support- Training and coaching new staff of new Operations worldwide

- Ensure that company is compliant with licenses objective, policies and best practices through auditing and review- Prepare and analyze weekly/monthly reports on individual and team performance - Evaluate QA performance on monthly basis and assign grades as per performance- Provide monthly summary and quarterly briefing to CSD management- Manage QA's performance feedback on monthly basis and semi-annual evaluations- Perform additional responsibilities and complete other projects as assigned within the Learning and Development department

- Monitor customer contacts and transactions, evaluating and documenting performance of customer service agents as comapred to departmental standards- Perform risk management due diligence in identifying compliance, conflict of interest, policy and procedure deficiencies that occur during telephone, e-mail and chat interactions within the contact center- Provide feedback on performance to the monitored Customer Service Representative (CSR), which is also shared with leadership as an element of the CSR's ongoing performance evaluation and coaching- Develop and monitor metrics related to quality to identify and provide recommended solutions for performance trends and issues impacting customer satisfaction and quality

- Drive Customer Satisfaction ( CSAT)- Explore opportunities of improvement on client satisfaction process- Drive standard development across teams- Acts as key point of contact on CSAT activities- Implement process CSAT improvement initiative- Identify and participate on problem resolution- Cascade to the teams new projects- Organize and run weekly meetings on client satisfaction process- Provide reporting on Compliance of standards- Responsible for analyzing client’s processes, reviewing and understanding drivers of the performance.- Communicate with the client on process gaps, establishing new control points and process recommendations- Responsible for preparing data and presentations for the client’s weekly business reviews- Understand process maps to establish control points- Work proactively with Training team to ensure process alignment- Reporting and analysis of Quality results

- Answer telephone calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers.- Validate customer service entitlements.- Provide Hardware and Software Telephone support with a goal to meet set targets consistently.- Assume responsibility and ownership for all relevant customer queries.- Escalate calls that cannot be resolved locally, as appropriate.- Obtain accurate customer details and amend call-handling system when applicable.- Positively manage internal relationships.- Contribute positively towards the achievement of performance targets in all aspects of the teams’ activities.- Use and improve Knowledge Bases through feedback.- Ensure through team work that all Service Level Agreements (SLAs) are met consistently.

Working on a communication plan to attract international students and explain the differences between universities of applied sciences and research universities