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The Central Product Services (CPS) Executive is a crucial member of our 24/7 operations team, responsible for delivering comprehensive multi-product support across all brands and departments within our organisation. This role requires a highly organised, proactive, and detail-oriented individual who can effectively manage a wide range of operational tasks, including bonus management, data analytics, customer support, and account management. The CPS Executive plays a vital role in ensuring seamless operations around the clock, particularly during off-hours, and serves as a key liaison between various teams and departments.

The commitment to 24/7 operations is essential to the success of this role.

Bonus Management:

Facilitate the accurate checking, awarding, and tracking of bonuses across multiple products
Ensure timely and correct bonus distribution in line with promotional guidelines and company policies
Maintain detailed records of all bonus transactions and provide regular updates to relevant stakeholders
Data Management & Reporting:

Conduct regular data gathering and analysis to track player statistics and performance across all product verticals
Generate comprehensive reports that provide insights into player behaviour, product performance, and promotional effectiveness
Update and maintain specialized databases that support various departments, ensuring data accuracy and availability for strategic decision-making
Customer Support & Resolution:

Handle and resolve a wide range of customer inquiries and concerns related to accounts, bonuses, transactions, and betting, escalated through internal teams or directly from customers via email and chat
Provide timely and effective solutions to complex issues, ensuring high levels of customer satisfaction and compliance with company policies
Work closely with product teams to address and resolve any technical or operational issues impacting customers
Withdrawal Approvals:

Manage the approval process for customer withdrawals within the Sports product, ensuring that all transactions are verified and compliant before being processed by the Payments team
Collaborate with the Payments team to streamline the withdrawal process, reducing delays and enhancing customer experience
Account Management:

Oversee various aspects of customer account management, including the opening, suspension, and closure of accounts, setting betting limits, and clarifying player matches and bet outcomes
Ensure all player transactions are processed accurately and efficiently, adhering to regulatory and company standards
Address and resolve issues related to wagering requirements, bonuses, and other account-related concerns promptly
Operational Support:

Provide essential operational support to other departments, particularly during off-hours when product teams are unavailable
Assist in the development and implementation of operational procedures and best practices to improve efficiency and service delivery
Monitor and report on operational issues, ensuring they are escalated and resolved in a timely manner
Ad-hoc Responsibilities:

Take on additional responsibilities as assigned by management, including participation in special projects, initiatives, and cross-departmental collaborations
Stay informed about industry trends, regulatory changes, and emerging technologies that may impact the business, providing insights and recommendations as needed

A college bachelor’s degree is required, relevant degree preferred such as in Healthcare, Auditing, Accounting, Education, Business, Finance, Associate, Business/Administration, Pharmacy, or Economics
Fresh graduates are welcome to apply
Strong English communication and interpersonal skills
Proficiency in Google Docs and Microsoft Office is essential
Positive attitude towards work and a proactive approach to problem-solving
Ability to meet deadlines and manage time effectively in a fast-paced environment
Strong organisational skills, with the ability to prioritise tasks and manage multiple responsibilities
Highly motivated and able to act independently without direct supervision
Creative problem-solving skills, with the ability to work across the organisation to resolve issues
Punctuality and willingness to work on holidays, and rest days, and render overtime if needed
Reliable, trustworthy, and keen on details
Team player with versatility and an organised approach to work
SKILLS & COMPETENCIES

Business Awareness: Understands the company’s operations and objectives
Analytical Skills: Strong problem-solving abilities
Quick Thinking: Ability to learn and adapt quickly
Teamwork: Works effectively within a team
Communication: Clear and effective communication skills
Self-Confidence: Resilience and good judgment in decision-making
MINDSET COMPETENCIES

Embrace Challenges: Welcomes and tackles challenges head-on
Growth Mindset: Understands that effort is essential to building new skills
Desire to Learn: Continuously seeks to improve and acquire new knowledge
Feedback-oriented: Welcomes constructive feedback and uses it for personal & professional growth
Resilience: Sees failure as an opportunity to learn and improve