Site Supervisor St. Kitts

The Site Supervisor will execute the day-to-day administrative functions and operations of assigned site(s) and Lottery- managed retail store, ensuring business profitability, operational efficiencies and stakeholder relationship management (internal and external).

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines and Lotteries to interactive and Social Gaming. We have a well-established local presence and relationships with government 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 over 12, 000 employees.

Overall Objective and Purpose:

The Site Supervisor will execute the day-to-day administrative functions and operations of assigned site(s) and Lottery- managed retail store, ensuring business profitability, operational efficiencies and stakeholder relationship management (internal and external). The Site 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:

• Oversees the day-to-day operations and administrative functions of the assigned site(s) and Lottery- managed store(s), ensuring business effectiveness, efficiency and compliance with company goals, policies, process, KPIs and budgets. These responsibilities include but not limited to:
  • Business planning, execution, assessment, reporting and reconciliation
  • Execution of market and Lottery-managed store revenue driving initiatives
  • Stakeholder Relationship Management:
    • Internal: Employee Integrated Talent Management (ITM) process 
    • External: Retail Agents, Players, Winners, Partners, Suppliers etc.
  • Fleet and Facility management
  • Execution of Business Emergency & Contingency Plan (when required)
  • Accounts Receivables and Payable management
• Executes, 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 execute remedial action when necessary
• 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)
• Enables an environment of timely, efficient and high “Customer-first” service levels across the business
• Manages resources to ensure operational efficiencies, maximizing 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
• Executes 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 stakeholder relationship activities to ensure the company’s brand, image and reputation is well represented and protected
• Management and resolution of internal and external stakeholder complaints and issues
• Managing and executing CSR & ASA initiatives as outlined
• Coordinates site’s Disaster Recovery Plan and other emergency management activities, including business preparation and recovery efforts, employee training and communication
• Ensures the Lottery-managed stores represents the model “Lottery” agent location, through proactive, sustained, consistent execution and delivery of company best practices backed by a high level of professional and pleasant customer service experience
• Works alongside various departments and stakeholders to support retail agent channel management through:
  • New agent recruitment, onboarding, training and other support as required
  • Agent retention and business growth (promotional) support activities
  • Escalated issue management and resolution including but not limited to queries, complaints, issues, reversals, requests, troubleshooting
  • Management of bad debts, AR issues and other challenges that can result in indebtedness or other issues to the business
  • Identify and conduct Training sessions, workshops in an effort to improve customer experience and sales
• Manages an up-to-date database and filing system in compliance with company process 
• Clearly demonstrates and articulates IGT’s mission, vision, values, goals, objectives and targets
• Performs any additional duties and responsibilities as assigned

Scope

• Complexity: Functions Responsible for or Influenced: High Complexity - Site Operation
• Diversity: Locations Responsible for or Influenced- Site(s)
• Typical Job Problems and Difficulties- Complex
• Financial and Operational Accountability- High

Management

• Direct report- Site  Manager,
• Indirect report- Senior Management Team             

• Level of Complexity for managing/organizing staff- Highly Complex         

General

• Exercises judgment in decisions made within generally defined practices and policies           
• Opportunity and consequence of typical errors (supervision)- Errors could result in the inability to reach crucial organizational objectives and have a prolonged effect
• Frequency and complexity of internal business contacts- High
• Frequency and complexity of external business contacts- High. Meets with existing and potential customers
• Physical (% time: travel, operating machinery, environmental etc.)- Varied

Minimum education

• Bachelor’s degree in Management, Sales or Operations preferred.   Managerial/business management certification will be an asset
• Experience in Project Management desirable but not mandatory

Years Experience

• 3 years in a similar position  

Essential requirements

• Demonstrated ability to lead and successfully drive results through multidisciplinary and multicultural teams and partners (internal and external) in a competitive, fast-paced environment
• Ability to train, coach, mentor, and evaluate the performance of staff
• Customer, results and solutions-driven
• Creative, innovative, out-of-the-box thinker
• Highly developed interpersonal skills with a positive attitude and proactive approach
• Outstanding business etiquette, networking, negotiation and communication skills (verbal, written, presentation, public-speaking skills)
• Advanced computer literacy and tech-savvy, with high proficiency in Microsoft Office, digital/ online/ social media platforms and other digital tools
• Effective time management and multi-tasking capabilities
• Experience in business management and discipline with an eye on ROI and business development
• Ability to work outside of regular work hours, including weekends and public holidays (based on business developments)
• Willing to travel on an "as needed" basis