Head of Retail Operations (Remote)

Manager, Regional Operations

Location: Remote within BC, CA Job Function: Facilities and Technical

For our people, our players, our communities, our industry, and our planet. Lottery | Casino | Sports Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world. We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition. Most of our jobs can be done remotely providing you reside in BC. For those who prefer working in a community with others, we have two beautiful offices in convenient locations: 2940 Virtual Way, Vancouver 74 Seymour Street W, Kamloops This is a 6 Months, Full Time opportunity Expected Salary Range: $104,662.00 - $130,827.00 - $163,533.00 Our typical hiring range will be +/- 5% of the midpoint shown above Factors influencing this decision include qualifications and market conditions for the role The Company For nearly four decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence PlayNow.com. In our recently completed fiscal year, BCLC generated a record $1.4 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programs across the province.

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.

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

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.

Education 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

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

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

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