Head of Operations

Pentasia

  • Saint Julian's, Malta Island
  • €70,000-75,000 per year
  • Permanent
  • Full-time
  • 9 days ago
Conexus Enterprise, in partnership with Pentasia, is proud to exclusively deliver a managed services project for SkyCity Entertainment. Led by Head of Operational Delivery, Lucky Shankar, this initiative offers a standout opportunity to join one of the industry's most respected online casinos, working within a collaborative global team.We are now seeking a Head of Operations to be part of this exciting journey.Head of Operations - SkyCity Entertainment Malta (iGaming)
  • Salary: €70-75k (DOE)
  • Hybrid in Malta
About SkyCity Entertainment GroupSkyCity is a leading entertainment and gaming group headquartered in New Zealand, with its online casino operations based in Malta. Operating under an MGA license, SkyCity's digital business forms a key part of its long-term strategy to deliver safe, engaging, and regulated online gaming experiences.Role OverviewAs Head of Operations, you'll lead the charge in delivering operational excellence, regulatory compliance, and an exceptional player experience across SkyCity's online casino operations. You will work closely with the company's leadership team to shape and execute strategic initiatives, drive continuous improvement, and deliver strong business outcomes through effective cross-functional collaboration.You'll be leading operational performance, building and supporting high-performing teams, and embedding a culture of continuous improvement across all areas.Key ResponsibilitiesOperational & Team Leadership
  • Lead and manage daily operations across Customer Services, Payments Processing, Safer Gambling/Player Protection, and Fraud and Risk, ensuring all teams are aligned with business goals and regulatory obligations.
  • Build scalable processes and maintain high standards of efficiency, accuracy, and customer responsiveness.
  • Develop, support, and mentor team leads to ensure effective management and professional growth across operational units.
Strategic Execution & Collaboration
  • Translate business strategy into executable operational plans.
  • Collaborate with key departments including Compliance, Product, CRM, and Marketing to ensure a consistent and seamless customer journey.
  • Serve as a key stakeholder in decision-making forums affecting customer experience, operational efficiency, and risk management.
Customer Centricity & Continuous Improvement
  • Actively drive continuous improvement initiatives across all player-facing functions.
  • Use customer feedback, complaints data, and performance metrics to identify trends and implement enhancements to processes and services.
  • Lead initiatives that improve customer satisfaction, streamline internal workflows, and strengthen employee engagement.
Regulatory Compliance & Risk Oversight
  • Ensure full compliance with Malta Gaming Authority (MGA) regulations and internal risk frameworks, particularly relating to KYC, AML, fraud prevention, and safer gambling.
  • Work closely with the Compliance team to maintain robust, audit-ready processes that meet evolving regulatory expectations.
Performance Monitoring & Reporting
  • Define and track key operational KPIs across all functional areas.
  • Use data and reporting tools to identify bottlenecks, monitor service levels, and provide insight-driven recommendations for optimisation.
Qualifications & Experience
  • 2-4 years' leadership experience in iGaming operations, ideally within MGA-regulated and Malta-based environments.
  • Proven ability to manage and optimise teams across customer service, payments, fraud/risk, and responsible gaming.
  • Strong understanding of compliance frameworks, KYC/AML, CTF, and fraud prevention strategies.
  • Commercially aware and data-driven, with experience in P&L management, budgeting, and operational reporting.
  • Skilled in stakeholder management and cross-functional collaboration, with excellent communication and leadership skills.
  • Comfortable scaling operations, driving continuous improvement, and making decisions under pressure.
  • Proficient with key iGaming systems, including platforms, CRMs (Zendesk, Freshdesk), CMS tools, and fraud/AML solutions.

Pentasia