Vacancy Type:
23 (Entain)

Role Purpose:

The Performance Delivery Manager’s main responsibility is to carry out Quality and FCR improvement initiatives by working together with the Senior Operations Manager, CS Operations, Continuous Improvement, Operational Excellence, and other relevant teams. Through root cause analysis and action planning strategy, this role will enable CS Operations with an internal drive to become the best and leader in quality.

The position requires a strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced. He or she should be able to encourage communication and collaboration across the business, team, and stakeholders to build strong relationships and develop cross functional working groups.

Key responsibilities

  • Responsible for carrying out quality and FCR improvements actions, supporting Senior Operations Manager
  • Attend and contribute to the project calibration process in accordance with global standards to ensure Customer Service objectives are aligned with business expectations.
  • Identify areas of improvement of all quality and customer experience through trends analysis. Performs escalation actions occur within appropriate time frames and are tracked internally.
  • Review existing operational processes to make it more efficient and streamlined. Goal is to achieve Operational Excellence on the following but not limited to Quality, Governance, Target Setting/KPI, Attrition, Unplanned Leave, Performance management and Coaching
  • Accountable for quality standards being upheld on projects and inter-related activities while ensuring resources are utilised at the optimal level.
  • Take part of the QA automation project initiatives, ensure automation is maximized and used efficiently through conducting data analysis and driving improvement initiatives
  • Perform any other duties as assigned and required

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.