Surveillance and Security Manager at Sun International

Job Purpose:

• The Surveillance & Security Manager has the overall responsibility and accountability for leading and managing the surveillance, compliance and security operations (including the management of the inhouse security company) for the business unit in line with gaming regulations; legislative requirements and company standards

Job Requirements

Education:

• B Tech Degree (Security Management)

Experience:

• Minimum of 5 years’ experience in Surveillance management (preferably in the gaming industry)
• Previous security experience is an advantage

Certifications/ Accreditation/ Registration/ Licenses:

• Meets all requirements for a Gaming licence
• PSIRA B grade certificate

Work conditions and special requirements:

• Ability to work shifts that meet operational requirements
• Mobility and ability to move around as per job requirements (including with the use of aids)
• Vision, hearing (including with the use of aids)

Skills & Knowledge:

Core & Personal behavioral competencies

• Motivating others / gaining co-operation
• Decision-making
• Training; coaching; keeping abreast of new developments in field
• Analysing / Diagnosing performance of the outlet / product performance
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Appraising / Developing Others including evaluating for
• recruitment, performance, coaching and training
• Controlling people and non-people resources
• Influencing & negotiating skills

Technical / proficiency competencies

• Gaming operational knowledge
• Rapid tracking and review of visual information
• Use pf surveillance equipment
• Betting procedures
• Compliance procedures and regulations
• Advanced responsible gambling principles
• Proficient computer skills
• Prolonged attention span
• Financial management
• Proficient Computer Skills – MS Office; EGS
• High levels of integrity
• English verbal communication skills

Key Performance Areas:

Surveillance & Security Strategic Planning & Meeting Coordination:

• Understand the Group Surveillance and Security strategies and align Unit strategy
• Develop strategic objectives for the Unit’s Surveillance and Security deliverables
• Facilitate the management and achievement of milestones of deliverables
• Understand and integrate leading trends and technology with regards surveillance and
• security practices
• Conduct a risk analysis of the business unit areas with regard to internal and external
• risk and compliance management
• Manage and allocate people and operational resources
• Align practices with EE, SD and procurement transformation strategies which contribute
• towards BBBEE targets being achieved for the property
• Act as a Subject

Surveillance & Security Standards and Governance

Oversee the development and availability of surveillance and security standards and processes at a unit level – ensuring they are updated and communicated

• Integrates Group standards into Unit Operations
• Monitor and align practices with new legislative compliance, gaming regulation

requirements and security protocols

• Implement sufficient control measures (including systems and processes) & checks within

each department to mitigate any risk to the business.

• Conduct weekly walkabouts of all functional areas, both front of house and back of house

areas to monitor compliance

• Ensure all staff are trained and found competent against regulatory requirements
• Works with internal stakeholders (surveillance, security and internal auditors) to identify

risk areas and address these

• Implements CCTV system according to legislative requirements
• Complete the following reports in line with relevant requirements:
• Gaming Board reports
• Investigative/ Audit Reports
• Monthly Financial Review reports
• Risk Reports
• Month end reports
• FIC reporting

People Management:

• Provides direction and support to management and employees with regard to surveillance, compliance and security policies, procedures, initiatives and innovations
• Provides motivation and leadership to promote positive working relationships and employee relations within the department
• Track, measure and enhance employee engagement
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent to build a solid talent pipeline
• Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan
• Drive the employee value proposition
• Performance Management and coaching of reporting managers to ensure KPA’s are achieved
• Facilitates a performance management culture

Budget Management:

Financial Management for the Unit Surveillance and Security functions including:

• Budget
• Cost management
• Capex
• PIP and forecasting
• Financial reporting for the function

Customer Experience Management:

• Develops standards on the customer experience for security and surveillance in line with the unit strategy and customer value proposition
• Deals with escalations / complaints effectively and efficiently to resolution
• Be available on the floor to interact with VIP punters and guests when required
• Enable staff that interact with the customer telephonically or in person to provide the correct customer experience standards.
• Monitor the customer experience offered by the team and address gaps

Vendor Management

• Provide input into the sourcing and negotiating of secure contracts and a SLA with the security provider for the business unit
• Communicate on a regular basis and maintain the relationships with the service provider
• Provide support and advice to the service providers on challenges to assist in building an effective partnership for the benefit of the property
• Assist with resolving obstacles that may need to be addressed to achieve results
• Manage contract deliverables and performance
• Monitor costs and staffing levels relative to business levels in line with the service provider contract

Stakeholder relationship management:

• Informs department / staff of information required to perform the duties in the surveillance and security operations effectively
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Communicates any special requirements to other relevant operating departments
• Provides feedback and reports back to Unit management on the critical incidents and challenges within the gaming environments
• Liaises with authorities and police with regards investigations and case management
• Interact and build relationships with Gaming Board; and liaise on issues of compliance and required regulations
• Consult with stakeholders and provide feedback to necessary parties
• Provides direction and guidance on risk management to internal stakeholders

Planning:

• Plan and co-ordinate resources and activities efficiently to ensure that targets/job requirements are met;
• The planning horizon is short to medium term in terms of establishing and implementing operational management targets, platforms and best practices for the business that will improve operating practices and performance in both the immediate and distant future;
• Interpret and execute a tactical plan for streamlining and optimising services and processes within the function
• Develop plans that are relevant to the local market context and in line with the customer value propositions.

Decision Making:

• Apply business acumen and sound common sense to the overall operational management of shift and team;
• Monitor changes in the professional environment and is quick to act upon potential opportunities to mitigate risks and optimise or improve processes.
• Consider all the facts, options and possible outcomes prior to making decisions.
• Analyse and diagnose performance issues in order to maximise or leverage the strengths of the team.
• Able to makes sound decisions within procedural parameters and provide appropriate motivations where necessary.
• Think laterally and has business vision to implement solutions successfully

Problem Solving:

• Deal with diverse problems in own area, using judgment and discretion to resolve them;
• Provide information and make recommendations regarding services that will meet customer needs;
• Solve a wide range of queries related to investigations, dealing with these sensitively and within operational/procedural limitations;
• Solutions should add value and ensure the correct behaviour from relevant stakeholders;
• Arbitrate / resolve difficult customer complaints and/or issues / disputes.
• Optimise and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving the service offering;
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs to research new ways of doing things, with a view of constantly improving productivity and profitability.