Gaming Technical Shift Manager (Sun City) at Sun International

Job Purpose

• The Gaming Technical Shift Manager manages the day-to-day delivery of the gaming technical operation and team with the aim of ensuring gaming product availability and performance in line with Guest expectations; and aligned to Company Standards and Gaming Regulations.

Key Performance Areas

Shift management:

• Manages the day to day operation in the gaming technical department 
• Manages the output task register
• Duty allocations/ Handovers / shift reports / dispute handling / floor walkabouts
• Reports gaming equipment anomalies and repairs to gaming management
• Quality assures work orders
• Schedules planned and preventative maintenance
• Verifies and resolves escalated disputes and incidents
• Follows up on progress of allocations and makes adjustments if required
• Liaises with Internal and External customers/ stakeholders

Key bunch maintenance:

• Keys, IFS, and money declarations
• Attends required meetings
• Keeps departments / staff informed of information required to meet their needs

Gaming Product:

• Evaluates gaming products
• Conducts walkabouts to check product condition
• Technical assessments
• Manage technical requirements of product moves
• Researches products / keeps up to date with development
• Compile and manage the delivery of the scheduled maintenance plan
• Trains staff to use products efficiently
• Monitors and reports on product availability / uptime
• Master file system maintenance

Reporting and Administration:

• Consolidates, verifies and distributes Analytical Reports: (Including but not limited to) 
• Shift reports
• Month end Feedback reports
• Note acceptor reports
• Card acceptance reports
• Power Supply voltage reports
• Suspicious meter movement reports 
• Card update failures
• Network stats checks
• Performance reports
• Progressive Reports
• IFS Reports
• Cash Handling Equipment Reports
• Makes recommendations to address shortfalls
• Captures relevant data
• Ensures RGP information is displayed
• Provides feedback to HO and Suppliers

Compliance management:

• Customise technical standards for the unit
• Communicates standards to all relevant parties
• Manages and audits Standard Operating Procedures
• Identifies new legislation changes, risks an opportunities to maintain the SOPS
• Standards include ordering of locks and keys, game software, SAMS, shift control keys
• Master file system audits

People supervision and Development:

• Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Manage productivities and payroll costs for the department
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Manage employee relations and disciplinary action within the department
• Ensure staff communication and motivation
• Performance contracting, reviews and development
• Provides resources and removes obstacles to performance
• Onboarding of new staff members
• Guides and coaches employees
• Participates in the recruitment and selection of new technicians into the department

Customer Relationship Management: 

• Investigates and resolves customer disputes
• Promotes customer service programmes
• Manages guest Interaction and Service
• Identifies and responds to customer feedback to improve the offering

Financial Control: 

• Controls spend and product buying in line with budget
• Prepares orders and follows up on progress
• Sources, checks and signs quotations
• Manages stock control processes and standards

Supplier Relationship Manager:

• Regular communication and relationship building
• Manages Supplier SLA’s
• Selects and manages suppliers as per procurement policy 

Requirements

Education

• N6 National Electronic Certificate (light current) with relevant experience or S2 or National Electronic Diploma (light current) or Equivalent qualification 

Experience

• Certification/Accreditation/Registration/Licences: Meet the criteria for a Key Gaming Licence and FICA
• Work conditions and special requirements: Ability to work shifts that meet operational requirements and physically able to move and carry operating equipment in line with job requirements 

Skills and Knowledge

Core behavioral competencies:

• Planning
• Motivating others / gaining co-operation
• Decision-making
• Training
• Coaching
• keeping abreast of new developments in the field
• Analysing / Diagnosing product / machine Performance
• Investigating skills
• Reviewing - Assessing feasibility
• Assessing
• Compliance efficiencies
• Problem-Solving

Technical/ proficiency competencies

• Gaming Component Research & Development
• Gaming Product knowledge (Slots Technical)
• Gaming Regulations and compliance procedures
• Gaming Revenue Analysis & forecasting
• Gaming Product Analysis
• Operational Management
• Proficient Computer Skills
• EGS is an advantage
• Communication skills (written and verbal)