Operations Manager

Our client is a fast-growing, iGaming and sports betting operator building a high-performance operation in Cape Town. Operating in a tightly regulated environment, they are seeking an experienced Operations Manager to take ownership of the day-to-day operational engine across sports book, casino, payments, compliance, and platform stability.

This is a critical control role — the operational heartbeat of the business — sitting at the intersection of technology, compliance, finance, risk, and customer experience.

If you thrive in regulated environments, understand how sports book and casino platforms actually work under the hood, and enjoy bringing order, structure, and accountability to complex operations, this role will suit you down to the ground.

As Operations Manager, you will be responsible for ensuring the smooth, compliant, and stable operation of the sports book and casino platform in line with Western Cape Gambling and Racing Board (WCGRB) requirements.

You will act as the central operational authority between platform providers, customer support, payments, compliance, finance, and risk — ensuring nothing falls through the cracks and that the business is always audit-ready.

• Ensure continuous compliance with:
  • WCGRB licence conditions
  • Approved Internal Control Procedures (ICPs)
  • Responsible Gambling Programme
  • Approved Management and Service Level Agreements
• Maintain operational readiness for:
  • WCGRB inspections
  • Regulatory audits and compliance reviews
• Own and maintain documented operational procedures covering:
  • Player account management
  • Sports book betting operations
  • Casino game operations
  • Incident, dispute, and complaints handling
• Act as a primary operational point of contact for WCGRB engagements, working closely with the Compliance Officer

• Oversee the daily operation of:
  • Sports book platforms and betting engines
  • Casino games and RNG-based products
  • Wallets, payment flows, and transaction processing
• Manage relationships with platform and technology providers, including:
  • System performance and uptime
  • Incident management and escalation
  • Software updates, patches, and change approvals
• Ensure platform stability, scalability, and transactional integrity
• Lead escalation and resolution of:
  • Platform outages
  • Betting or settlement issues
  • Casino game malfunctions or discrepancies

• Oversee operational processes relating to:
  • Player deposits and withdrawals
  • Player fund segregation
  • Payment provider integrations
• Ensure accurate daily reconciliations between:
  • Platform data
  • Payment providers
  • Bank accounts
• Identify and escalate discrepancies to Finance and Compliance
• Support audits and regulatory reporting related to player funds

• Ensure correct and compliant operation of:
  • Betting markets and odds feeds (in collaboration with Risk & Trading)
  • Bet settlement processes
  • Casino game availability and rule compliance
• Monitor betting and gameplay activity to identify:
  • Operational irregularities
  • System errors or potential abuse
• Ensure betting rules, game rules, and payout structures are correctly applied and clearly visible to players

• Oversee Customer Support operations to ensure:
  • SLA targets are consistently met
  • Player queries and disputes are resolved fairly and timeously
  • Complaints handling meets WCGRB requirements
• Ensure player complaints are:
  • Logged accurately
  • Investigated thoroughly
  • Escalated appropriately where required
• Support the operational execution of Responsible Gambling interventions

• Support AML and KYC operational workflows, including:
  • Account verification
  • Transaction monitoring escalations
• Work closely with Risk, Trading, and AML/KYC teams to:
  • Identify suspicious betting or transactional behaviour
  • Implement effective operational controls
• Ensure correct operational execution of:
  • Self-exclusions
  • Betting limits
  • Time-outs
  • Player protection measures

• Prepare and deliver operational reports for:
  • Executive leadership
  • Board-level reporting
  • Regulators (where applicable)
• Track and report on:
  • Platform performance…