(Position Filled) General Manager - Casino - London

Job Title:         (Position Filled) Manager

Salary:            Competitive

Location:        London

Job Purpose

• Developing a business plan with the which enables the targets of the unit to be achieved to ensure long term success
• Providing leadership and direction for the team
• Providing coaching and a culture of performance improvement empowering all colleagues to achieve their own individual and group targets
• Engaging the team to maintain the consistency of brand standards, whilst continuously reinforcing the positive culture and values of the company

Main Accountabilities

Team

• To produce an annual development plan for all direct reports
• Hold regular review meetings with all direct reports, evaluating actions to maintain and improve performance
• Develop the Managers and the leadership team through personal coaching and feedback
• Developing the leadership ability of the leadership team to ensure all direct reports reach their fullest potential
• Ensuring that the Managers produce an annual development plan for the on-going development for their direct reports
• Ensure there are efficient rotas in place across all departments, with the correct balance of levels of experience across all operating hours
• To create an environment where all team members have effective forums at which they are encouraged to put forward their ideas and views to Management which positively influence the performance of the unit and improve levels of team satisfaction
• Encourage constructive 2-way communication through regular management, departmental and team meetings whilst cultivating a more informal “open door” style of meeting to help communication
• Ensure all team members have completed Money Laundering, Responsible Gambling Training

Customers

• Being proactive in driving customer engagement
• Ensuring that all managers seek and evaluate customer feedback and respond with appropriate proposals
• Where appropriate take on the lead role for intervention conversations where a member of the team or a customer might be experiencing problems with their gambling or behaviour
• Improve service standards through customer feedback
• Upholding the company’s commitment to the protection of young and vulnerable people, in accordance with the company’s responsible gambling policy and procedures
• Actively support and promote a service led culture throughout the business with measurements in place to ensure consistent service delivery

Shareholders

• The effective use of customer database information
• Produce a business plan which ensures that admissions targets are achieved and to develop an exemplary approach to customer relationship management to develop appropriate marketing initiatives
• To ensure that all targets for income and profit are achieved for each income stream by constantly reviewing the business plan
• Create opportunities to adopt best practice from other parts of the business and ensure an effective team contribution back into the business to help drive overall performance and sustainable profitability
• Ensuring efficiency in electronic and table gaming, focusing on win margin, table opening and effective resourcing.
• To effectively manage costs in all areas of the business
• Effective management and control of all gaming and poker tournaments

General

• Full compliance with all licensing objectives
• Full compliance with Company enhanced due diligence policy and process requirements
• Delivery of a safe and secure environment for both customers and team members by strict adherence to company compliance, licensing, fire, health and safety and food hygiene policies.
• Maintain a positive and professional relationship with all official bodies and ensure that they have access to the unit and are assisted as required

Knowledge, Expertise & Qualifications

• Experience of leading a large team within a service driven environment, especially in periods of cultural change
• Innovative approach to building a leading-edge entertainment and hospitality venue
• Previous experience of implementing large scale or effectively personalised promotional events
• Previous experience of managing / directing a customer orientated retail business to a disparate group of customers including VIPs and regular visitors
• A commitment to offering and delivering unrivalled customer service

To discover more contact Steven Jackson on steven@grs-recruit.com

(Position Filled) Audit & Assurance Manager - London - £50K - £60K

Job Title:                      (Position Filled) Audit & Assurance Manager

Salary:                        £50K - £60K

Location:                    London

Purpose

• To provide independent assurance to the Chief Executive that the organisation’s risk management, governance and control processes are working effectively.
• The Audit and Assurance Manager will monitor and evaluate how well risks are being managed and if internal processes are being followed by operational staff.

Key Areas of Work

• The Audit and Assurance Manager will be responsible for overseeing operational controls and processes and their implementation, throughout the departments of Business.
• Reporting to the Chief Executive he/she will pro-actively act in a co-ordinating/guidance capacity to all departmental managers.
• The Audit and Assurance Manager will maintain awareness of good practise in relation to quality assurance as and ensure awareness of all relevant legislation, policies and procedures as related to the casino industry.

Audit and assurance

• Perform risk assessments of key business activities and use this information to develop an audit programme for the company
• Investigation of all irregularities which may threaten the integrity of operation.
• Ensure timely notification and reporting to the Chief Executive
• Advise the Chief Executive on how to improve corporate systems and processes
• Planning and performing internal audits as may be agreed with the Chief Executive
• Developing testing methodologies to evaluate the adequacy of controls/processes
• Assessing how well the business is complying with its processes and procedures and informing management of issues which may need to be addressed
• Developing recommendations and reports based on audits and presenting these ideas to the Chief Executive and senior management team
• Work with managers in reviewing and updating processes 
• Maintain and analyse issues arising from the company’s risk management system
• Maintain and analyse issues arising from a log of customer comments and complaints

Recognition

• Supporting as appropriate, the collation and maintenance of evidence needed to effectively underpin a successful application for recognised status
• Maintaining up to date evidence sources which demonstrate performance to the regulator’s General Conditions of Recognition and any other standards/criteria that may apply from time to time
• Ensure timely reports to the Chief Executive on relevant issues and especially those which need to be communicated to the regulator

Liaison and Communication

• Positive and supportive wherever appropriate, communication with all managers and staff
• Working with the Chief Executive, communicate, liaise and enhance relationships with stakeholders including the regulator
• Engage and brief investigation teams when required and ensure accurate, meaningful reports prepared within previously agreed timescales
• Prepare and disseminate regular updates on audit and assurance matters, issues for all staff and associates
• Maintain a close working relationship with the Compliance Director and team
• Undertake other tasks as reasonably requested by the Chief Executive

Person Specification

Competencies

• Provides a customer focused service
• Communicates with influence and Strong interpersonal skills
• High levels of integrity and independence
• Works with others to achieve goals
• Delivers goals in a changing environment
• Takes a creative and innovative approach to work
• High level organisation skills with commensurate attention to detail
• Demonstrable analytical and monitoring skills
• Be self-motivated with a proactive nature

Other Requirements

Additional Competencies

• Organisational skills;
• Attention to detail; flexible approach

Project management experience

Education, Qualifications & Training

• UK graduate or equivalent     
• IIA Certificate in Internal Audit and Business Risk.

Experience in Audit and Analysis Activity

• IT Literacy      
• Competent in MS Word & Excel      

To discover more contact Steven Jackson on steven@grs-recruit.com

(Position Filled) Head Cashier - Casino - London - £35K - £40K

Job Title:          (Position Filled) Head Cashier - Casino

Salary:            £35K - £40K

Location:        London

Context:  

• A leading Casino Operator is seeking a talented and capable Head Cashier to Manage their Casino Cash Desk operation.

Job Purpose Statement:

• The Head Cashier is accountable for providing leadership for the Cash Desk and Count Teams.
• For the Cash Desk Team, the focus of the role is to achieve exceptional customer service whilst maintaining high standards of compliance to legislation (including but not limited to AML, RG and Premises licence conditions) and company policy, minimising procedural and financial errors within the department.
• For the Count Team the focus of the role is to achieve accurate count processes, minimising cost through the management of count processes and maximising efficiencies within the department.

Customer Service

• Ensure that customers enjoy a positive cash desk experience through meeting service standards.          
• Is a visible, positive, approachable and consistent leader;
• Enforces a culture of department team members being positive, approachable, proactive ambassadors of customer service;
• Ensures that the teams meet expectations in relation to customer service standards;
• Is an influencer and driver for positive customer satisfaction levels;
• Consistently assesses the quality of the service being provided by department;
• Accountable for the resolution of customer driven complaints for department; 
• Overall accountability for the practical organisation of the day to day cash desk and count room operation;
• Leads by example with positive working relationships with third party suppliers;
• Acutely manages and reduces risk to the Business; Licenses; Staff and Customers;
• Provides support for Cashiers and a first level point of contact for customers

Cash Desk Area Responsibilities

• Ensures that the Cash Desk and Count Room standards are consistent with business expectation.          
• Fully accountable for department understanding of operating license conditions; Gaming license entry conditions; liquor license conditions; SIA licensing conditions;
• Assumes full responsibility for the operation of cash desk and count room area;
• Responsible for cash desk and count room integrity;
• Accountable for results monitoring and reporting in line with Company procedures;
• Accountable for cash desk and count room standards and team performance to ensure that integrity is maintained, and risk is minimised;
• Responsible for player rating when buy in/cash out occurs to ensure that data is collected accurately and in line with Company procedures;
• Ensures cash desk security is maintained through managing; dealing with and reporting suspicious, aggressive and major buy in/cash out activity in a timely and efficient manner;
• Demonstrates knowledge of rules, processes and cash desk equipment functionality;
• Oversees that schedules for the department meet the needs of business;
• Full accountability for labour management within the department;
• Fosters and demonstrates a communication style that is conducive to a positive employee satisfaction environment;
• Responsible for the production, submission and review of department business strategy document;
• Accountable for department budget;
• Focus on minimising cashier and count team errors and providing error resolution where necessary
• Accountable for count schedules and management of cash within the casino

Teamwork & People Management

• Fosters a professional and ethical working culture applied appropriately across a diverse workforce and customer base.  
• Fosters an open-door policy and a transparent communication style;
• Accountable for all assigned department employees and an ability to assess; analyse and communicate on individual performance and development requirements;
• Supports and aids in the professional development of the assigned department personnel;
• Ensures a culture of consistent, honest and fair performance assessments;
• Focused on ensuring a positive employee satisfaction level within the department;
• Leads or facilitates regular department meetings;
• Focused on creating an internal talent pool of successors;
• Leads by example in expected professional behaviours and personal presentation;
• Supports the productivity of the team through the understanding; facilitation and compliance to the HR tools available;
• Shows ability and the integrity to work without direct supervision.

Compliance

• Minimise risk to business and self by ensuring operations are carried out in accordance with legislative regulations.           
• Responsible for ensuring that audits completed within the department are compliant;
• Responsible for ensuring that equipment is used by trained and qualified personnel;
• Accountable for ensuring regular risk assessments occur with the generation of appropriate paperwork;
• Daily demonstrates legislative compliance, adherence to and knowledge of:
• Operating License conditions, SIA license conditions, Liquor License conditions, IMP best practice, Protection of the young and the vulnerable, Responsible Gaming, Anti-Money Laundering, Anti-Money Lending and Data Protection.

Requirements

• A minimum of 5 years Supervisory/management experience in a Casino cash desk environment
• Valid PML holder

Knowledge

• Sound understanding of the Gambling Act 2005
• Knowledge of Licence Conditions and Codes of Practice
• Knowledge of planning, forecasting, budgeting and financial processes such as cost control
• Excellent grasp of customer services principles with a flair for the execution of initiatives
• Solid understanding of leadership and management practices
• Data Protection Act Understanding

Skills

• Customer Focused
• Ability to manage diversity through displaying leadership qualities
• Technical knowledge of cash desk product and offering
• Confident in making commercial business beneficial decisions
• Leads by example in delivery of exceptional interpersonal and communication skills
• People development skills
• Ability for independent working in a fast paced, high volume environment

To discover more contact Steven Jackson on steven@grs-recruit.com

(Position Filled) Customer Verification and Compliance Officer - £44K - £49K - Casino - London

Job Title:                     (Position Filled) Customer Verification and Compliance Officer   

Salary:                        £44K - £49K

Location:                    London                                  

Objective of Role

• The primary responsibility of this role is to perform AML/KYC due diligence on new and existing members, financial crime investigations and undertake other related compliance related activity, to help the company secure compliance with relevant law and regulation.

Specific Responsibilities:

Anti-Money Laundering

• Undertaking timely, efficient and accurate DD checks of new and existing members, ensuring decisions are fully reasoned and that all supporting documents are maintained
• Ensuring that DD cases are reviewed within agreed time lines and adhere to strict quality guidelines
• Performing ongoing monitoring of the company’s customer base, including PEP, Sanction and Negative Media screening and analysing the results to eliminate or confirm matches
• Overseeing the customer screening programme, addressing potential “matches”, providing clear recommendations as to when a customer’s membership should be terminated
• Providing accurate input and maintenance of key data which underpins DD, such as legal entity name, address/contact details, type of business in relation to legal entity type, any linked parties to transactions etc.
• Preparing robust KYC and Player Protection management information for to the management team/Board
• Communicating professionally and confidently with stakeholders including operational colleagues, gaming managers, cash desk and customer relations
• Helping to ensure that the work of the KYC team is in line with relevant law/regulation, guidance and best practice

Social Responsibility/Player Protection

• Working as part of the compliance programme, to monitor customers and identify those who may be vulnerable
• Raising concerns about relevant customers early, so that the appropriate remedial action may be taken in line with the social responsibility programme

General Compliance

• Undertaking audit activity to assess adherence to agreed compliance policies and procedures
• Participating in ad hoc and project work as required e.g. remediation projects, process enhancements etc.

Technical Knowledge

• At least 2 years proven experience of undertaking KYC analysis
• Proven experience of undertaking financial crime investigations including, the reporting of SAR’s
• Proven knowledge of legislation including Money Laundering Regulations, POCA, the Terrorism Act etc.
• Understanding of key KYC inputs including company balance sheets, financials, annual returns etc.
• IT literate, confident in using MS Office, in particular Excel and SharePoint
• AML Certification (completed or in progress) desirable.

Required Skills

• Keen attention to detail
• Able to work independently, with minimal supervision
• Able to manage a demanding workload, competing deadliness and to appropriately prioritise urgent work based on regulatory/operational needs
• Excellent analytical and risk assessment skills
• Excellent verbal and written communication skills
• Flexible, adaptable and pragmatic
• Able to interact with stakeholders at all levels in a professional, service-orientated manner; and to be an ambassador for the compliance programme

To discover more contact Steven Jackson on steven@grs-recruit.com

(Position Filled) Player Protection Lead and Compliance Manager - £54K - £57K - Casino - London

Job Title:                      (Position Filled) Player Protection Lead and Compliance Manager

Salary:                        £54K - £57K

Location:                    London

Job Purpose

• Supporting the Compliance Director in designing, implementing and maintaining the corporate legal and compliance programme
• Responsible for the over-arching social responsibility/player protection element of the compliance programme, acting as subject matter expert on all related matters
• A key member of the Compliance team, providing proactive and commercially astute advice to operational teams on matters of law and regulation of importance to the business

Objectives & Goals

• Maintain and advance the flawless reputation of Business
• Be an ambassador for the corporate model – “the 3 C’s” - Customer, Compliance and then Commercial; proactively seeking out opportunities to further embed compliance across the business
• Provide accurate and timely legal/regulatory advice to staff at all levels of the organisation

Job Activities

Social Responsibility & Player Protection

• Support the Compliance Director in the development and implementation of the company’s social responsibility/player protection strategy, to ensure compliance with the licencing objectives
• Manage the day to day oversight of customers and their play, to proactively identify those who require further scrutiny and assessment
• Lead on the preparation of all documents relating to social responsibility/player protection including terms and conditions, materials for customers, aide memoires for staff etc.
• Provide strategic insights via regular high-quality reporting to the executive team and key stakeholders in the business, demonstrating thought leadership
• Build, maintain and grow networks across the company, and the wider research community to fuel the future of the social responsibility/player protection agenda
• Identifying emerging issues/trends/partnership opportunities relevant to the Social responsibility/player protection programme
• Lead on preparing the Annual Assurance Statement to the regulator, setting out the action taken to secure compliance with the licencing objectives
• Act as an ambassador (internally and externally) in relation to our social responsibility/player protection programme
• Represent the company in bodies and organisations and in some circumstances, on behalf of the Compliance Director, CEO when they are unable to attend
• Maintain all social responsibility related content of the intranet and website; monitoring external data and reporting as needed

Compliance & Audit

• Proactively monitor the Casino’s systems and processes, ensuring absolute compliance with both regulatory requirements and the company operating procedures.
• Keep the Compliance Director fully informed of any breaches/ suspected breaches of procedure, any issues that have arisen or been raised by members of staff
• Conduct monitoring and investigations regarding any potential conduct that violates compliance processes and procedures by any employee
• Assist in both internal and external monitoring and audits, to proactively identify potential areas of weakness within the compliance programme
• Proactively monitor and examine rule changes and discuss potential improvements on compliance processes and in particular, monitoring the effectiveness of and adherence to the compliance programme – making changes as required
• Partner with employees, to ensure current and future compliance with law/regulation and any audit findings
• To assist the Compliance Director on any new licence applications or variations, ensuring that discussions are held with relevant management to be certain that any additional requirements are included in the application.
• Deliver regular training, awareness sessions, communication of recent enforcement activity etc. to help ensure staff maintain a high level of awareness about relevant law/regulation
• Review and draft internal policies and procedures

Legal & Regulation

• Provide commercially astute legal/regulatory advice to the wider business
• Review contracts, proposals and other legal documentation, assisting management to understand the associated legal and contractual risks and how best to mitigate those risks
• Drafting, reviewing and revising contract documentation, including tender documentation and ensuring it is qualified in the best interests of the company
• Be aware of and when required, become involved in contractual disputes so that claims and disputes are handled to achieve the optimum commercial advantage for the company
• Instruct and supervise external solicitors in litigation and other legal matters concerning the Companies' business
• Prepare draft responses to consultation responses, market reviews and other publications, to advocate for the company’s strategic objectives
• Ensure that all requests for information from investigatory bodies or individuals are dealt with in an appropriate and timely manner
• Gather information for all regulatory returns, enabling the Compliance Director to submit accurate and timely information to the Gambling Commission
• Collate documents necessary to support legal proceedings or litigation
• Lead relevant projects of strategic importance to the company including documenting corporate risk assessments, risk-based review the company’s third parties, GDPR preparedness etc.
• Create and maintain centralised record of key documentation, including all third party contracts, licences etc.

Personal Competencies

Skills / Qualifications required:

• Bachelors degree or above - fully qualified solicitor/barrister
• Previous experience of advising companies in a highly regulated sector
• Proactive self-motivated, ability to manage competing deadlines and complete tasks with minimal supervision
• An enquiring mind, self-confident, who is not scared to challenge conventional wisdom from those who say “that’s just the way the gaming industry works”
• Excellent numerical and analytical skills, able to analyse large data sets to formulate insight-led recommendations in a compelling way
• Naturally organised with exceptional attention to detail and confident in using governance models and reporting models to support good working practices
• Excellent communication skills, verbal and written with ability to communicate to senior leaders
• Ability to influence and demonstrate thought leadership, using data and insights
• Dexterity of thought, working at pace, be a self-starter and ability to prioritise effectively
• Confident in building and maintaining a large professional network with key stakeholders internally and externally
• Experience of preparing MI, KPIs and reports, for executive level readership and internal reporting systems
• Expert knowledge of MS Office, including but not limited to the ability to manipulate data to create detailed MI and reports
• Proficient in the reporting features of Excel, comfortable in creating, utilising and combining formulae to identify trends to produce comprehensive analysis and reports
• Expert in identifying potential data sources which can be used to identify customers who may require further assistance
• Able to interpret complex data and use this to present comprehensive MI and reporting to inform strategic decision making

Attributes

• Strong interpersonal skills, with the ability to interface with personnel on a broad range of areas of expertise and various levels within the organisation
• Excellent communication skills with a demonstrable ability to communicate persuasively with internal and external stakeholders across the business in writing and in person, to assess, document, monitor report, develop, coordinate and implement various improvements to compliance activities
• Confidence in acting as ambassador for the company
• Proactive problem solver, who can confidently assess risks and regulatory concerns and identify proactive and commercial solutions enabling the company to maintain regulatory compliance
• Sound professional judgement, analytical skills and practicality, including the ability to gather information and synthetize it to identify problems, trends and opportunities
• Ability to conduct analyses and present data in a meaningful way
• Confidently deal with complex and serious legal/regulatory issues, taking a proactive approach to sharing knowledge and taking action
• Strong analytical, attention to detail, project management and organisational skills
• Organised, to plan and manage workload and competing deadlines

To discover more contact Steven Jackson on steven@grs-recruit.com