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Manager OCR

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Role Description:

We are seeking a dedicated OCR Manager to organize, coordinate, supervise and verify the Control Room Operators’ activities. She/he will be creating an environment where co-workers can challenge existing processes and discover new ways of working that can be of important advantage to the organization. Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, and service level performance. You will be responsible for all strategic activities of the OCR department and evaluate the work of the team. As seasoned leader you will inspiring your team and monitor team activities for execution of the vision, strategy, and goals of the company.

Main Responsibilities:

Maintaining the relationship with internal and external clients (staff, operators)
Coordinates the staff under his/her supervision
Respecting and maintaining the standards imposed by the company
Active contribution to the company’s development
Documenting operational tasks and reporting to direct manager and upper management
Data analysis and creating reports
Deploys and maintains Department activity tracker complete with different Charts
Motivates and coaches new employees, assists in the training of the Operational Control Room (OCR) team members
Responsibility to create procedures, workflows, and key performance indicators for OCR
Organize, coordinate and supervise the staff under order and operational activities
Submits as per established deadlines the bonus consolidated reports to the HR department
Define or improve KPI metrics of performance for the teams members
Report KPIs regularly to senior management
Manages resources and utilize assets to achieve qualitative and quantitative targets
Respects and maintains the service standards imposed by the company
Makes sure it is up to date with all procedures, rules, promotions, and games strategies
Announce the management regarding any deviation from the company’s standards
Presents the standards of the company to the staff under his/her supervision
Active contribution to the company’s development
Suggests measures to improve the player’s experience
Participates to improve the company’s activity, with contended suggestions regarding the staff, player’s experience etc.
Work on processes to achieve the goal of ISO standardization and certification
Suggests measurements of improving the player’s experience
Active participates at reaching the company’s targets
Transmits to the management the player’s impression regarding their game experience

Required Qualifications and Skills:

A bachelor’s degree in business administration, Operations Management, or a related field. A Master's degree is preferred
Excellent communication skills, both verbal and written, in English. Other languages is a plus
Relevant certifications in project management, operations, or leadership (e.g., PMP, Six Sigma, etc.) are advantageous
Extensive experience in operations management, including significant exposure to a leadership role
Proven track record in control room operations or a similar environment
Experience in the iGaming industry or related fields is highly desirable
Strong understanding of operational control systems, software and hardware
Proficient in data analysis tools and reporting software
Familiarity with industry-specific regulations and compliance standards.
Ability to inspire and motivate teams towards achieving operational excellence
Proven ability to manage cross-functional teams and multi-disciplinary projects

Join us in Ras Al Khaimah, a great place to grow your career while enjoying a relaxed and welcoming lifestyle!

About Us

ARRISE is a leading supplier of player-favorite content to the iGaming industry. We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar, with offices around the world—including Malta, Romania, India, Canada, and Bulgaria—we are a global team of over 5,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse driven to deliver.