Business Operations Supervisor

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

 

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 centre (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

• Is responsible for the day-to-day operations and administrative functions of the assigned business unit(s), including the Lottery- led store(s), ensuring consistent, timely, successful delivery of business goals and critical metrics, 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
• 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: Strategic business planning, execution, assessment, reporting, P&L management, Oversight for Lottery-managed store(s) revenue driving initiatives 
• Customer Relationship Management: Internal: Employee Integrated Talent Management (ITM) process. External: Retail Agents, Players, Winners, Partners, Suppliers etc. Fleet and Facility management 
• Ensures the Lottery-managed store represents the model agent location, through proactive, sustained, consistent execution and delivery of company standard methodologies backed by a high level of professionalism and cheerful customer service experience
• Implements, 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 implement remedial action when needed 
• Closely monitors, reports and recommends timely solutions to macro, micro and competitor developments that are directly and indirectly business impacting 
• Participates in the planning, strategy and contract renewals process (across all aspects of the business)
• Handles resources to ensure operational efficiencies, improving productivity, performance and employee retention by fostering an environment hinged on the company’s mission, vision and values. Duties include (but not limited to): recruitment, resource management, engagement, evaluation and assessment, disciplinary action, coaching, mentoring, training and development and ensuring enforcement of company’s policies and processes
• Implements 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 customer relationship activities to ensure the company’s brand, image and reputation is well represented and protected
• Coordinates site’s Disaster Recovery Plan and other emergency management activities, including business preparation and recovery efforts, employee training and communication 

REQUIREMENTS

ACADEMIC BACKGROUND

• Bachelor's degree or equivalent experience in Management, Sales or Operations preferred. Managerial/business management certification