Operations Manager

Tote Ireland is a wholly owned subsidiary of Horse Racing Ireland and is the only licensed pool betting operator on horse racing in the country. Established to provide pool betting services at Irish racecourses, Tote Ireland offers both on-course and online wagering options, contributing significantly to the funding of the horse racing industry. With a focus on innovation, integrity, and delivering a first-class customer experience, Tote Ireland plays a vital role in the Irish racing landscape. Through its partnerships and technological advancements, the company is committed to growing pool betting in Ireland and enhancing the overall experience for racegoers and customers alike.Role PurposeReporting to the General Manager, the Operations Manager is responsible for overseeing the end-to-end delivery of Tote Ireland’s on-course services, ensuring a consistent, high-quality customer experience across all racecourses. The role involves managing both internal teams and third-party providers, driving operational excellence and aligning service delivery with Tote Ireland’s brand values and strategic objectives.Responsibilities:Overseeing daily operational activities to ensure efficiency and effectiveness across all departments.Managing and supporting team leads to ensure optimal performance and alignment with strategic goals.Developing and implementing operational policies and procedures.Monitoring key performance indicators (KPIs) and identifying areas for improvement.Collaborating with senior leadership to align operations with company objectives.Ensuring compliance with company policies, regulatory standards, and best practices.Acting as a point of contact for internal and external stakeholders on operational matters.Supporting the development and execution of brand strategy to ensure consistency across all channels and touchpoints.Collaborating with marketing and commercial teams to identify and leverage sponsorship opportunities that align with company goals.Skills and ExperienceMinimum 5 years' experience in a senior operations management role, with a strong track record of team and third-party management.Proven experience in business development, technology integration, and project or process management.Commercially astute, highly numerate, and motivated by achieving performance targets and KPIs.A self-starter with strategic vision and strong execution capabilities.Experience in the betting, racing, or broader sporting/events industry is highly desirable.Key Capabilities  Customer FocusCreates an environment where the team is empowered to put the customer first.Supports the team in managing their workload to ensure customer needs are met.Role models customer focus and drives and develops customer focused initiatives.Ensures customer satisfaction is a priority. Developing SelfIs self-aware and proactively seeks feedback, using it for personal and professional development.Role models development by developing themselves and others.Reflects on behaviour, adapting approach to different situations.Is open to new ideas, drives continuous improvement with team and across the business. Energy & PaceSets and delivers against SMART objectives for their area/team.Is accountable and delivers sustainable results, using resources effectively.Understands the wider business and its goals, onward communicates this to team.Empowers others to deliver their goals and projects with energy and pace.Is a flexible and adaptable to the needs of the business and delivers accordingly. Innovation & ChangeReviews processes and ways of working always striving for best practice and improving industry standards.Is creative and innovative and supports others to develop opportunities for creative thinking and innovation.Looks for innovative ways to provide a better service to our stakeholders.Implements change in a supportive, reassuring way, bringing ours on the journey with them. LeadershipMotivates and empowers others through a ‘can do’ approach.Understands strategic intent and aligns objectives and messages accordingly.Role models leadership and our core values.Develops, motivates and inspires others. TeamCreates team environments where everyone contributes to the team objectives and is stretched accordingly.Ensures productive and positive communication is taking place across all teams.Harnesses team capability to ensure teams are performing to a high standard.Racing occurs 7 days a week, therefore the successful candidate will be required to work evenings and weekends in line with the racing calendar.Tote Ireland, a subsidiary of Horse Racing Ireland (HRI) places a strong emphasis on diversity, inclusion, and equality at all levels of the organisation. Any candidate who requires reasonable accommodations at any stage of the selection competition should indicate their requirements. Any queries in relation to any disability or other issue which may be addressed through making such reasonable accommodations can be addressed to askhr@hri or telephone +353 (45) 455455. Appointment to this role is subject to the candidate’s eligibility to work in Ireland. HRI is an equal opportunities employer.