Shift Manager, Surveillance

Job description

REQ14988 Shift Manager, Surveillance (Open) POSITION SUMMARY: The Shift Manager is responsible for managing the efficient ongoing operation of Surveillance, ensuring the monitoring and analysis of all gaming and cash handling areas at the property. They will also ensure that operational activities are afforded a high level of Revenue Protection and conducted with the highest levels of integrity. PRIMARY RESPONSIBILITIES: 1. Lead small teams • Provide team leadership, leading by example. • Plan, organise and allocate responsibilities according to business needs. • Set performance and professional standards for team members through example. • Maintain team performance by promoting a positive work environment. • Represent team concerns to the superiors. • Motivate, coach and counsel staff, in a timely manner, ensuring all counselling sessions are appropriately and accurately documented. • Maintain employee morale, work performance and professionalism by promoting a positive work environment. 2. Monitor staff performance and attendance • Provide performance feedback to staff in a professional manner. • Recognise and resolve performance and attendance issues. • Conduct performance appraisals in accordance with the Company’s Performance Management System. • Maintain accurate employee records. 3. Manage an effective relationship with internal customers • Monitor and manage the professional image presented by the Surveillance department in all dealings with customers, whether in person, by telephone/radio, electronically, etc. • Monitor and adjust customer service to meet the customers’ requirements and expectations. • Ensure all situations are handled discreetly and confidentially providing an example of the professional behaviour required by the Surveillance department. 4. Supervise work operations • Maintain and manage workplace records, ensuring reports, log entries, etc. are completed accurately and in a timely manner. • Solve problems and make decisions, aiding team members when handling difficult/sensitive situations. • Direct workflow according to business needs, ensuring camera coverage is maintained of required incidents, managing incidents, and ensuring relevant departments and personnel are kept informed, and they are completed accurately and in a timely manner. • Manage the implementation and application of policies and procedures relating to gaming and cash handling areas, ensuring compliance is maintained, and that appropriate legislation is abided. • Instigate and monitor the implementation of Surveillance procedures. • Draft communications and reports, ensuring they are distributed and filed appropriately. 5. Work with colleagues and customers • Ensure relevant information is communicated effectively and in a timely manner to appropriate customers and team members. • Maintain a professional relationship with customers and team members, ensuring approachability and discretion. • Maintain a professional image. • Promote the Surveillance department by attending meetings with Gaming and other departments. 6. Manage OH&S in the Workplace • Ensure the maintenance of all statistical information for the department by checking all logs and recording the information from the logs in the appropriate work file. 7. Deal with conflict situations • Identify conflict situations. • Resolve conflicts situations. • Respond to customer complaints, dealing and documenting the issues and outcomes accurately and in a timely manner. 8. Assist in the training of new and existing employee • Coach new Surveillance team members on the job. • Coach team members on an individual basis, presenting new information accurately and in a timely, approachable manner. 9. Confidentiality & Policy • Safeguard all confidential information whilst exercising due care to prevent its improper disclosure or use • Comply with all company policies, rules, regulations, procedures, and department ethics; and to perform all duties in accordance with the highest professional standards at all times 10. To execute other duties as directed by Senior Surveillance Management which may include but are not limited to the following • Deploy to other properties on a temporary or a more permanent basis. • Assist in pre-opening planning and operational execution for any new properties or extension to existing properties. • Assist staff training and development with preparation of Performance Reviews, compiling other performance data and conducting formal and informal training where required. • Oversee the Surveillance Investigations function in the absence of the Manager, Surveillance Investigations. • Assist with other assigned Special Projects and assignments as required. 11. Adhere to all company policies and procedures 12. Report accidents, injuries and unsafe work conditions to superiors and relevant departments 13. Perform other reasonable job duties as assigned by superiors from time to time KEY PERFORMANCE INDICATORS: • Collecting, analysing & organising information • Communication ideas & information • Planning & organising activities • Working with others in a team • Solving Problems QUALIFICATIONS: Experience Leadership experience within high volume casino Surveillance departments. Excellent knowledge of English language (written and spoken) is essential. Experience within an Asian market preferable. Pre-opening/opening experience, project management experience. Technical experience and understanding of CCTV technical aspects. Demonstrated understanding of the Casino Security and Gaming function. Skills / Competencies Adheres to and supports the Company’s Vision & Values. Relationships building skills. Excellent presentation. Ability to present information to high level management. Good leadership skills and ability to work within a team environment. Ability to collect, analyse, organise, and communicate information. Displays high commitment to improving customer service. Comprehensive knowledge of the legislative requirements pertaining to Surveillance in the casino industry. Integrity. PERSONAL COMPETENCIES: Displays a high commitment to delivering results. Leads others to achieve business objectives. Communicates effectively. Achieves agreed objectives and accepts accountability for results. Displays the highest level of integrity. Ability to maintain discretion. Self-motivated. Approachable.