Operational Training Manager

About the role

The Operational Training Manager is accountable for building the capability of front‑line agents across five operational units within Rank Interactive’s digital gaming business. Working closely with the Head of Operational Enablement, you will co‑design the training strategy and own the end‑to‑end framework that ensures training directly improves operational performance, regulatory compliance and commercial outcomes.

Key responsibilities

• Co‑design and co‑own the operational training strategy in line with the broader Enablement roadmap.
• Conduct a structured training needs analysis at least quarterly, using quality assurance data, operational insights and regulatory trends.
• Develop and maintain the training framework, including design standards, modality decision logic and instructional design discipline.
• Collaborate with Quality Assurance, Workforce Management and Operations Insights partners to create a closed‑loop capability improvement process.
• Measure the impact of training on agent competence, customer interaction quality, risk mitigation and commercial targets.

Required profile

• Senior‑level experience in operational training or capability development, preferably within a contact‑centre or regulated environment.
• Proven ability to translate data‑driven insights into effective training interventions.
• Strong analytical mindset with a focus on measurable performance outcomes.
• Excellent stakeholder management skills across quality, workforce and insights functions.

Required skills

What we offer

• Opportunity to shape training strategy for a global digital gaming leader.
• Collaborative, high‑performing and inclusive culture.
• Access to cutting‑edge technology and industry‑leading talent.