125,600.00 - 188,400.00 CAD

Job Description:
Director GMS Operations
GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2023-24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.
We are ready to take this game to the next level and need a passionate Director GMS Operations to provide subject matter expertise, direction and oversight of the Gaming Management System (GMS) strategic obligations in relation to LBG contract management to ensure that OLG and Service Providers are using the GMS as intended to continuously meet “Conduct and Manage” obligations, ensure gaming integrity and protect OLG’s reputational/financial security. The role provides leadership and oversight for the administration of Casino Gaming Product Support (GMS, Electronic Games, Table Games, Data Stewardship) and assignment of resources to ensure optimal service, oversee fulfilment of all contractual and regulatory obligations for casino gaming related product, while driving growth of socially responsible casino gaming in Ontario.

Reporting to the VP Digital Engineering & Operations, you will be empowered to:

• Lead strategic planning, requirements gathering, and execution of LBG GMS and related policies, based on assigned obligations to ensure alignment within OLG contracts, gaming legislations and gaming policies
• Ensure that OLG is meeting its mandated Conduct and Manage responsibilities as it relates to the central GMS and partner with LBG Relationship Managers, Contract Managers, AML and Corporate Security to ensure Service Provider compliance to the gaming policies for all gaming products including GMS
• Provide consultation on Service Provider annual business plans, service provider Business Continuity Plans, Casino Proposals, Mandatory Operating Procedures, decommissioning plans to ensure obligations are met
• Oversee the approval or denial of new electronic gaming product requests for all Service Providers, based on results of Responsible Gaming and Social Responsibility theme reviews to ensure OLG’s interests and business goals are best represented
• Provide oversight to the escalation processes related to supplier notification monitoring and machine integrity issues to ensure prompt resolution
• Lead the development of all GMS user functionality testing ensuring that all OLG stakeholders signoff prior to the implementation of service packs or new versions
• Manage and participate in interactions with Service Providers regarding noncompliance of gaming policies on GMS related items
• Oversee notifications and approval submissions to the AGCO on the central Gaming Management System; liaise with AGCO to coordinate information sharing where strategic objectives align.
• Ensure the sharing of gaming data, as appropriate, with AGCO to improve regulatory controls
• Lead the strategic relationship with the GMS technology vendor, develop and maintain the vendor governance model for strategic technology vendors, and chair the Relationship Management Committee with such vendor
• Chair multi-party committees (Ontario Slots Initiative Committee) for all Service Providers and represent Ontario at all cross-jurisdictional meetings to ensure OLG’s interests are best represented
• Oversee the GMS operations as well as the governance of the central conduct and manage GMS processes including reporting out on the KPI’s of those processes to OLG Senior Executives
• Oversee the provision of GMS Anti-Money Laundering and Security Alert and Responsible Gaming reporting as requested by the OLG stakeholder
• Lead the adoption of GMS within lines of business to ensure the business is using technology to its full extent
• Lead projects focused on systems, product and data on behalf of LBG
• Work with IT Directors and the GMS program to resolve system issues, implement fixes, configuration changes and the future direction of central GMS
• Advocate on behalf of operators and interface with Enterprise Technology to rectify any performance or service challenges experienced by operators to improve customer and vendor experience
• Identify additional customer requirements (from the external operator or internally within OLG) based on their feedback and communicates with relevant stakeholders to improve any existing services or identify future possible products and services
• Analyze customer satisfaction feedback in terms effectiveness and efficiency and develop strategies for continuous improvement to strengthen the relationship
• Support the understanding of all aspects of the client’s business and the competitive business environment to keep up to market trends to further develop a trusted relationship
• Lead and provide overall direction to department staff, including defining team member roles, responsibilities, and expectations; provide timely coaching and performance feedback, ensuring a cohesive operational unit with optimum use of team skills