Gaming Technical Manager

Main Purpose of the job:

The Gaming Technical Manager has the overall responsibility and accountability for leading and managing the gaming technical operations for the business unit in line with gaming regulations, legislative requirements and company standards

Duties and responsibilities include:

• Understand the Group Technical planning and delivery strategy and align Unit strategy
• Conduct SWOT analyses and feasibility studies
• Develop strategic objectives for the Unit's gaming technical deliverables
• Facilitate the management and achievement of milestones of deliverables
• Understand and integrate leading trends and technology with regards surveillance and security practices
• Conduct a risk analysis of the business unit areas with regard to internal and external risk and compliance management
• Manage and allocate people and operational resources
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
• Act as a Subject Matter Expert on gaming technical issues for the unit
• Oversee the development and availability of gaming technical standards and processes at a unit level – ensuring they are updated and communicated
• Integrates Group standards into Unit Operations
• Monitor and align practices with new legislative compliance, gaming regulation requirements and security protocols
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct weekly walkabouts of work areas, both front of house and back of house areas to monitor compliance
• Conducts control self-assessments
• Ensure all staff are trained and found competent against job requirements
• Works with internal stakeholders (surveillance, security and internal auditors) to identify risk areas and address these
• Identifies product performance and makes recommendations to address opportunities and gaps
• Build a business case to motivate gaming enhancements and obtain stakeholder buy-in
• Compile and co-ordinate plan for the execution of new projects and machine moves
• Implement and manage approved projects in line with timelines and budget
• Measure and conduct post-mortem feedback on the implementation of new projects
• Shares unit successes with other operations
• Complete the following reports in line with relevant requirements:
• Gaming Board reports
• Investigative/ Audit Reports
• Monthly Financial Review reports
• Risk Reports
• Month end reports
• FIC reporting
• Provides direction and support to management and employees with regard to surveillance, compliance and security policies, procedures, initiatives and innovations
• Provides motivation and leadership to promote positive working relationships and employee relations within the department
• Track, measure and enhance employee engagement
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent to build a solid talent pipeline
• Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan
• Drive the employee value proposition
• Performance Management and coaching of reporting managers to ensure KPA's are achieved
• Facilitates a performance management culture
• Financial Management for the Unit Gaming Technical function including:
• Budget
• Cost management
• Capex
• PIP and forecasting
• Financial reporting for the function
• Develops standards on the customer experience for gaming technical in line with the unit strategy and customer value proposition
• Deals with escalations / complaints effectively and efficiently to resolution
• Be available on the floor to interact with VIP punters and guests when required
• Enable staff that interact with the customer telephonically or in person to provide quality customer experience standards.
• Monitor the customer experience offered by the team and address gaps
• Informs department / staff of information required to perform the duties in the gaming technical operations effectively
• Communicates department's objectives, standards and operating procedures to internal and external service providers as per SLA
• Liaises with marketing department to understand needs and make recommendations with regards technical promotional tools and application designs
• Manages the relationships and costing with vendors and suppliers
• Communicates any special guest requirements to other relevant operating departments
• Provides feedback and reports back to Unit management on the performance and challenges within the gaming technical environment
• Provides feedback on operations to management team on initiatives, performance, concerns, etc.
• Consult with stakeholders and provide feedback to necessary parties
• Provides direction and guidance on risk management to internal stakeholders
• Train and coach Business units to deliver the gaming technical objectives – legislative requirements, GB updates, leading practice in gaming technology, etc.

Minimum requirements (Education and Experience)

• N4 with a trade (prior 1992)
• T3, S4 or equivalent (Light Current)
• Minimum of 3 years' experience in Gaming Technical shift management position
• Meets the requirements for a key Gaming License

Skills and competencies

• Motivating others / gaining co-operation
• Decision-making
• Problem-solving and designing equipment, systems
• Training; coaching; keeping abreast of new developments in field
• Planning and organization
• Analyzing / Diagnosing product performance
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Appraising / Developing Others including evaluating for recruitment, performance, coaching and training
• Controlling people and non-people resources
• Gaming Product performance methodologies
• Gaming equipment repair, care and maintenance
• Gaming Compliance Procedures
• Financial management
• Proficient Computer Skills – MS Office; EGS