Job Summary:The Manager, Regional Operations drives the effectiveness and growth of Casinos and Community Gaming Centres within their region. This role focuses on revenue generation/profit and organizational growth, ensures customer satisfaction and builds the corporate reputation through a focus on the player and the implementation and enforcement of BCLC policies, procedures, standards and practices. This position manages complex external relationships including strategic business partnering with Service Partners and leads BCLC on-site facilities staff. The Manager, Regional Operations has extensive knowledge of the technical and operational needs of Casinos and also requires in-depth knowledge of slots and table games.
Key Accountabilities:- Proactively develops, maintains and manages critical relationships with key cross-departmental stakeholders within BCLC, Service Partner senior management as well as external stakeholders including the public/players, vendor/suppliers, and regulatory and government bodies.
- Sets gaming operations processes and procedures within facilities, makes recommendations for changes to processes and procedures as well as changes to operations rules and regulations and for all technical and operational decisions with their area.
- Serves as subject matter expert on Policy/Procedures (internal and external) and provides advice and expertise to BCLC staff as well as Service Partners.
- Develops and implements strategic business plans for the department that align with divisional and organizational strategies
- Investigates and analyzes gaming results, operating procedures, reports and systems and takes measures for the correction and prevention of deviations.
- Ensures customer service standards and measurements are implemented and holds Casino sites accountable for the results and responds in a tactful manner to customer service issues that have been escalated.
- Monitors revenue and expense budgets for all Casino sites and analyzes and reports any variance to revenue and expense budgets with appropriate explanation and/or revised plan of action.
- Manages profit/loss statement in their region including labor and all operating and direct expenses. Responsible for all hiring in their region.
Minimum Required QualificationsEducation and Experience- The knowledge and skills for this position would typically be acquired through a degree in business, or related discipline.
- 5 to 7 years of gaming operations experience with progressive levels of responsibility including experience in a leadership role.
- Extensive understanding of Casino and/or Bingo gaming operations is required
- Equivalent combination of education and/or experience may be considered
Technical Requirements- Proven experience in site supervision with experience in issues and risk management
- Solid relationship management, conflict resolution and mediation skills in order to deal effectively with complexity of the Casino organizational structure, Service Partners and supporting Business units.
- Solid leadership and people development skills
- Demonstrated experience in strategic business planning and resource management in a leadership capacity
- High degree of business acumen
- Excellent interpersonal skills
- Strong written and verbal communication skills
- Excellent problem solving and analytical thinking/innovation
- Exceptional time management and multi-tasking skills
- Strong computer skills - MS office suite
- Solid comprehension of Gaming law under the Criminal Code of Canada is preferred
- Solid comprehension of Gaming regulation, as defined by the Gaming Policy and Enforcement Branch is preferred
- Solid comprehension of Gaming policies and procedures for Casino and/or Bingo operations, as defined by BCLC is preferred
- Proven ability to deal with sensitive matters with a high degree of diplomacy, tact and confidentiality
- Ability to respond to an ever changing, fast paced environment
- Solid knowledge of casino/slot systems and games
- Solid knowledge of Casino Security, Surveillance, Cage , Table and Slot game operations
- Demonstrated proactive and collaborative approach to identifying and resolving problems
- Solid experience in client/partner management
- Excellent problem solving and analytical thinking/innovation
- Experience working in a regulatory environment an asset
Working Conditions- Flexibility to travel and work various hours including evenings and weekends
- Valid driver's license and good driving record
- Must be available on short notice and respond to calls 24/7
What's in it for you- Robust wellness programs to enhance your physical, mental, social, financial and career well being
- We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
- Our Play It Forward program provides volunteer hours for our people each year
- See all our rewards here
