Business Operations Supervisor

OVERALL OBJECTIVE & PURPOSE

• The Business Operations Supervisor will have oversight for the day-to-day operations of assigned business unit, including the Lottery- managed retail store and prize payment center (Lottery-managed store), ensuring business profitability, operational efficiencies and stakeholder relationship management. 

• The Business Operations Supervisor will lead employees by example by modelling IGT values and reinforcing the company’s mission, vision and strategic goals in order to drive the successful performance of the business. 

PRINCIPAL DUTIES AND RESPONSIBILITIES

Oversees the day-to-day operations and administrative functions of the assigned business unit(s), including the Lottery- managed store(s), ensuring consistent, timely, successful delivery of business goals and KPIs, in strict compliance with business regulations, policies, processes, timelines and budget, while maintaining a high level of confidentiality, professionalism and approach demonstrative of the IGT values.

• Managers ‘a staff of Customer Services/Sales Reps to achieve sales goals and targets
• Enables an environment of timely, efficient and high “Customer-first” service levels across the business.
• Working alongside business and department leads, responsibilities include but not limited to:
  • Oversight for Lottery-managed store(s) revenue driving initiatives 
  • Strategic business planning, execution, assessment, reporting
  • Stakeholder Relationship Management:
    • Internal: Team and Inter-Departmental Collaboration  
    • External: Retail Agents, Players, Winners, Partners, Suppliers etc.
  • Fleet and Facility management 
  • Business Emergency & Contingency Plan (when required)
  • Accounts Receivables and Payable support
• Ensures the Lottery-managed store represents the model agent location, through proactive, consistent execution and delivery of company best practices backed by a high level of professionalism and pleasant customer service experience.
• Executes, analyzes and reports on plans/ initiatives geared towards attaining sales and revenue goals and business development opportunities, in collaboration with various functional departments (sales, marketing, legal, compliance, finance, P&T, etc.)
• Analyzes operations, financial and other reports and information to ensure attainment of company goals and targets; proactively identify and execute remedial action when necessary.
• Monitors reports and recommends timely solutions to macro, micro and competitor developments that are directly and indirectly impacting to business.
• Participates in strategic planning, staff recruitment, resource management, engagement, evaluation and assessment, disciplinary action, coaching, training, development and enforcement of the company’s policies and procedures.
• Manages resources to ensure operational efficiencies, maximizing productivity, performance and employee retention by fostering an environment hinged on the company’s mission, vision and values. 
• Executes research projects, market and customer assessments to identify/ support business development opportunities and improve overall operations and customer experience.
• Ensures the execution of market, corporate, brand and stakeholder relationship activities to ensure the company’s brand, image and reputation is well represented and protected.
• Management and resolution of internal and external stakeholder complaints and issues
• Coordinates site’s Disaster Recovery Plan and other emergency management activities, including business preparation and recovery efforts, employee training and communication.
• Manages an up-to-date database and filing system in compliance with company process.  

REQUIREMENTS

ACADEMIC BACKGROUND

• Bachelor’s degree in management, Sales or Operations preferred. Managerial/business management certification will be an asset.

• Experience in Project Management desirable but not mandatory

EXPERIENCE

• 3- 5 years in a similar position  

ESSENTIAL REQUIREMENTS

• Experience in business management and discipline with an eye on ROI and business development

• Professional attitude with outstanding business etiquette, networking, negotiation, interpersonal and communication skills (verbal, written, electronic, presentation, business reporting, public-speaking skills), and a passion to deliver stellar customer service.

• Demonstrates ability to lead and successfully drive results a dynamic, competitive, fast-paced environment, working independently or with multidisciplinary and multicultural teams and partners (internal and external) 

• Ability to train, coach, and evaluate the performance of staff.

• Demonstrates a high level of integrity and maintains confidentiality of information acquired on the job.

• Focused, disciplined and self-motivated, maintaining a positive attitude and proactive, solutions -focused approach, even if performing under stressful circumstances.

• Strong organizational skills, time management skills and ability to follow up. 

• Strong Computer skills, with experience in MS Office programs (including but not limited to Outlook, Word, Excel, Power Point)

• Creative, out of the box thinker, with a natural passion and drive for success.

• Keen attention to details and accepts ownership and accountability.

• Flexible to work occasional extended hours based on business needs (evenings, weekends, public holidays)

• Possess a driver’s license and clear driving record.

• Willing to travel on an "as needed" basis

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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