Location: Malta
Reports to: Chief Executive Officer
Direct Reports: Head of RFP, Head of Customer Support
About Sway Gaming
Sway is an iGaming company focused on building and scaling digital products for international markets. We work with small, highly capable teams and place strong emphasis on clarity, ownership, and execution. We operate in a fast-moving environment where decisions are data-informed, responsibility is clearly defined, and teams are expected to deliver with consistency and focus.
Overview
The Head of Operations will be responsible for driving strategic and operational excellence across core business areas, overseeing all Risk, Fraud & Payments, Customer Support, and Affiliate operations.
This senior leader will define and implement operational strategy, leading cross-functional alignment to ensure scalability, efficiency, and service excellence across the company’s global brands from Sway to the wider business. In addition, the role will take ownership of developing Sway Gaming's in-house Affiliate Network, aligning it with commercial performance goals and regulatory best practices.
Key Responsibilities
Operational Leadership
* Develop, execute, and continuously evolve Sway Gamings operations strategy, ensuring alignment with business objectives and revenue targets.
* Establish clear operational KPIs across all business divisions, focusing on service quality, efficiency, compliance, and profitability.
* Introduce scalable processes, reporting systems, and tools to support the company’s sustained international expansion.
* Partner with the CEO and Department Heads to drive organisational alignment, resource prioritisation, and delivery of cross-departmental initiatives.
Oversight of Core Functions
* Lead, manage, and develop the Head of RFP and Head of Customer Support, ensuring cohesive operational performance across their teams.
* Oversee end-to-end delivery of payments, fraud prevention, and customer care functions to guarantee secure, compliant, and frictionless experiences.
* Ensure departmental interconnectivity between RFP, Support, and other operational areas (CRM, Marketing, Data Operations) for optimal performance.
Affiliate Network Development
* Design and launch Sway Gamings Affiliate Network strategy, aligning structure, technology, and commercial goals to support new and existing brands.
* Define commission models, compliance frameworks, and onboarding processes for affiliate partners.
* Collaborate closely with Marketing, Product, and Legal teams to ensure full regulatory compliance (MGA, EU, and UK standards).
* Develop data-driven performance dashboards to track affiliate ROI, partner growth, and acquisition channel efficiency.
Governance & Continuous Improvement
* Champion a culture of operational accountability, process standardisation, and continuous improvement.
* Oversee compliance, audit, and risk frameworks across all operations-related functions.
* Identify operational bottlenecks and lead cross-functional projects to enhance automation, minimise risk, and improve scalability.
* Contribute to executive-level decision-making with clear operational insights, scenario planning, and risk assessments.
Key Deliverables
* A fully integrated operational model linking RFP, Support, and Affiliate divisions under unified governance.
* Launch of Sway Gamings Affiliate Network within the first 9–12 months, complete with partner acquisition targets and compliance processes.
* Documented operational processes, governance frameworks, and performance dashboards across all business units.
* Quarterly performance reviews and KPIs for each operational area driving measurable efficiency and service improvements.
* Implementation of automation initiatives to reduce manual workloads and enhance data visibility across departments.
Skills & Experience Required
* Minimum 8–10 years of experience in operations management within iGaming, digital marketing, fintech, or related sectors.
* Proven record of leading multi-disciplinary teams across multiple jurisdictions, including risk, payments, and customer support functions.
* Strong commercial and strategic acumen with the ability to balance executional excellence and long-term vision.
* Experience building affiliate or partner networks and managing external commercial relationships.
* In-depth understanding of regulatory frameworks across Malta, the UK, and EU markets.
* Comfortable operating in a fast-paced, scaling business environment with shifting priorities.
* Excellent communication and stakeholder management skills with experience reporting to executive leadership.
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