Director, Cage, Count & Credit

at  Great Canadian

POSITION SUMMARY:

Under the direction of the General Manager, this position is responsible for the overall management of front of house cage, credit operations and back of house count operations at the site level. This role is responsible for collaborating with various stakeholders to ensure proper oversight, compliance and execution of a newly established casino credit program. Assists with the planning and directing of cage, credit and count operations strategic plans. Ensures adherence to all policies and procedures, motivates and leads by example and provides a learning environment while establishing a safe and welcoming work environment for all employees. Develops performance objectives and delivers performance evaluations for direct reports. Spearheads and implements all new cage operations initiatives. Actively participates in the recruitment and training of employees. Oversees the day-to-day execution of House Backed Credit (HBC) program to ensure that the MOPs and SOPS are being followed within the proper governance processes and strives to be the Subject Matter Expert (SME) for the company.
We are potentially looking to fill the role in early 2025.

EDUCATION AND QUALIFICATION REQUIREMENTS:

• Post-secondary education in business/finance or equivalent combination of education and professional work experience;
• Experience in Credit and Lending an asset;
• Minimum five (5) years of managerial experience in the gaming industry;
• Smart Serve certification required;
• Ability to exceed internal and external customer expectations through timely, effective and service-oriented communication;
• Computer literacy in MS Office including Word, Excel, Outlook and PowerPoint;
• Strong analytical, interpersonal and time management skills;
• Strong problem-solving and conflict resolution skills;
• Strong leadership skills with the proven ability to coach and develop employees;
• Ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario.

Guest Experience/Service

• Improve guest service – develop the cage, count and credit team to be guest service driven. Implement speed of service goals and measurement, implement regular review of guest service performance, implement training that improves the quality of guest interactions;
• Deliver exceptional guest services consistent with the company’s core service standards

General

• Provides leadership, direction and mentoring to the cage, count and credit operations at the site level, including the main bank, ATMs, NRTs and service windows;
• Monitors and executes on casino credit program in accordance with established policies, processes and risk frameworks alongside the operations, legal, finance, compliance teams.
• Directs and implements the cage, count and credit operation strategic plans;
• Participates in cage, count, credit and corporate training and conducts training at a site level;
• Reviews cage and credit records for accuracy, prepares information for cage and credit reporting and develops management schedules;
• Responds to and resolves cage and credit issues as escalated;
• Ensures that an updated copy of the Preventative Maintenance Schedule on cage/count equipment is retained on site;
• Monitors inventory and supply levels; signs off on basic purchase requisitions and obtains appropriate approval on non-basic purchase orders;
• Verifies and witnesses window transactions as required;
• Liaises and communicates effectively with all appropriate operational department heads;
• Develops and cultivates strong working relationships with all stakeholders: guests, ownership, team members, vendors and regulators;
• Safeguard the integrity and security of the casino bankroll;

People Leadership

• Lead quality hiring, training, and succession planning processes;
• Develops performance objectives and delivers performance evaluations for direct reports;
• Foster a collaborative work environment that encourages teamwork, mutual respect, and employee satisfaction;

Guest Experience/Service

• Improve guest service – develop the cage, count and credit team to be guest service driven. Implement speed of service goals and measurement, implement regular review of guest service performance, implement training that improves the quality of guest interactions;
• Deliver exceptional guest services consistent with the company’s core service standards;

Compliance/AML

• Works with other stakeholders to ensure that all regulatory, laws, and contractual requirements including but not limited to the AGCO Standards are adhered to and collaboratively works to develop any necessary SOPs and MOPs to ensure the integrity of all processes involved;
• Monitors and reports all discrepancies and suspicious cash activities as required;
• Stay informed about Provincial Gaming regulations and Anti-Money Laundering (AML) rules, regulations, and reporting requirements;
• Ensures compliance with federal and provincial regulations and information reporting requirements;
• Ensures compliance with licensing laws, health and safety and other statutory regulations;

Credit

• Oversees House Backed Credit program for GC Toronto and liaises with other sites as SME for HBC to support and assist as required;
• Directs the cage, count and credit team to follow all SOPs and MOPs related to created, leveraging the use of the right platforms (NCC, CMP, CAGE) while following the proper Delegation of Authority matrices;
• Ensures the all credit applications are verified and validated prior to being approved;
• Direct the initiation of the HBC affidavit process and ensure the proper sign-offs are completed;
• Follows up with applicant to complete the Credit Agreement and ensures completion of the Responsible Gaming behaviour assessment and PEP/HIO attestations forms (if required);
• Ensures proper notifications of successful application to AML Unit and Site Audit of new HBC members;
• Ensures that RTMS profiles reflect the appropriate HBC account number;
• Directs the cage team to follow the SOPs and MOPs to issuing, repaying and depositing a marker;
• Liaises with Operations, Player Development, Treasury and Finance for reconciling repayment of markers and potential collections;
• Ensures that all financial records related to HBC are stored securely;
• Provide leadership and vision – identify the optimum credit & collections model that achieves efficiency goals and maintains speed and quality of service while leading the team to achieve that objective by raising suggestions for improvement through the appropriate channels and governance processes;
• Develop strategic change plans – develop transition planning for potential consolidation to a shared service (bundle) function, direct tasks for implementation and coordination with patrons as required upon approval;
• Drive innovation – develop and implement process changes that improve the credit research and decision process to be put forward for approval, with a focus on continuous improvement and utilization of new technology;
• Implement automation – develop new tools that transition work effort from data gathering to decision making, following the proper protocols already in place;
• Implement continuous improvement – develop processes that balance risk and credit volume – implement regular evaluation of credit decision criteria that drive the credit approval decision and put forward for approval through the appropriate channels;
• Performs other duties as assigned or directed.