Backoffice Team Leader (German Speaker)

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets.We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

 

 

Let’s start with the role

The Back Office Team Leader is responsible for overseeing and managing the Operations Back Office team. This role is pivotal in ensuring the smooth execution of back-office processes, supporting frontline teams, and delivering exceptional service to our customers. The ideal candidate will possess strong organizational skills, a customer-centric mindset, and the ability to inspire and lead a dynamic team.

 

As a Back Office Team Leader, you will:

• Oversee daily backoffice operations, ensuring timely and accurate processing of customer requests, data entry, and issue resolution.
• Monitor workload distribution and optimize processes to maintain productivity and quality standards.
• Identify and address operational bottlenecks, implementing solutions to improve workflow efficiency.
• Collaborate with frontline customer service teams to address complex customer issues and ensure a seamless customer experience.
• Act as an escalation point for unresolved or high-priority issues.
• Ensure adherence to company policies, industry regulations, and data protection standards.
• Maintain accurate and up-to-date documentation of back-office processes and procedures.
• Proactively identify areas for process improvement and collaborate with other departments to implement changes.
• Stay updated on industry trends and best practices in back-office and customer operations.
• Track and analyze team performance metrics, including turnaround times, accuracy, and customer satisfaction.
• Prepare and present regular performance reports to senior management.
• Set clear performance expectations and implement improvement plans as needed.
• Lead, mentor, and motivate a back-office team to achieve performance goals and maintain high levels of accuracy and efficiency.
• Conduct regular one-on-one meetings and team huddles to provide feedback, coaching, and support.
• Foster a collaborative and positive work environment that aligns with the company’s values.

 

What you’ll bring:

• Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
• Proven experience in a back-office, customer operations, or similar role, with at least 1 year in a leadership capacity.
• Strong organizational and multitasking skills with a keen eye for detail.
• Excellent communication and interpersonal skills.
• Proficiency in using CS systems, data management tools, and Microsoft Office Suite.
• Ability to analyze data, identify trends, and make data-driven decisions.
• A customer-first approach and a passion for delivering exceptional service.
• Fluency in English and German languages

 

Kaizen Gaming Perks

• 🏃 A buddy will support you with your onboarding
• 💸 Competitive pay and bonus scheme
• 👩‍⚕️ Private health insurance for you and your family
• 💰 Monthly meal allowance
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• #LI-Onsite
• #LI-NK2

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.