【About the Role】
Join HYPES as the operational backbone of our platform — the person accountable for ensuring every user can enjoy HYPES safely, fairly, and in full compliance with the law. You will review system-flagged users and make judgement-based decisions aligned with regulatory requirements and internal policies. Working closely with the Compliance Office, you will own the design and execution of back-office operations end to end, balancing user experience, business continuity, and regulatory compliance from day one.
【Why Join HYPES?】
* Build operations from zero — design processes, not inherit them
* Define how UKGC regulations are operationalised, not just apply them
* Daily collaboration with Compliance Officers and leadership, with a clear path to Head of Operations or senior Compliance roles
* Global, multi-cultural team across Japan, the UK, and Malaysia
* Startup speed, backed by Reazon Holdings' scale
【Key Responsibilities】
* Review system-flagged users and take action (suspension, reinstatement, restriction, closure) per internal policy and UKGC regulations
* Develop and maintain operational procedures — escalation criteria, response workflows, decision rules
* Partner with the Compliance Office on AML, KYC, and Responsible Gambling operations; maintain records and support regulatory reporting
* Track and analyse operational KPIs (case volumes, resolution times, escalation rates); present data-driven recommendations to leadership
* Own internal operations manuals and guidelines; train the team for consistent, high-quality decision-making
【What We Are Looking For】
* 3+ years of operational experience in online gambling, iGaming, or fintech
* Hands-on experience in user account management, risk review, or flag-handling operations
* Practical application of AML, KYC, and Responsible Gambling policies
* Experience in a UKGC-regulated (or equivalent) environment; familiarity with social responsibility and consumer protection requirements
* Proven ability to design and maintain response procedures, escalation frameworks, and decision policies
* Experience with ticketing and back-office case management systems
* Proven experience compiling and analysing operational KPIs; comfortable presenting to senior stakeholders
* Sound judgement under ambiguity — accurate, defensible decisions in grey-area cases
* Business-level English (written and spoken)
* Genuine love for football and sports
* Nice to have: generative AI use in ops workflows, risk/fraud detection expertise, specialist RG knowledge (GamCare, BEGAM or equivalent), team leadership experience, startup/0→1 experience
【Compensation & Benefits】
* Position: HYPES SB Ltd. / Ops Group, based in London (UK office)
* Full-time employment
* Expected Salary: Competitive package offered, commensurate with experience and skillset.