Job Description

REQ14427 Shift Manager, Surveillance (Open)

The Operations Manager, Surveillance will be the chief administrator responsible for managing the efficient operation of the City of Dreams Sri Lanka Surveillance Operations Centre. Ensuring the monitoring and analysis of all gaming, cash handling areas and profit centres so that the property’s operational activities are conducted with the highest levels of integrity.

The role will also encompass responsibility for assisting in the development and training of Surveillance personnel and maintaining of all Surveillance policies and procedures within the department.

PRIMARY RESPONSIBILITIES:

• Prepares the Surveillance department strategic business plans; establishes performance targets; identifies support requirements; assists with preparing financial forecasts; and implements plans to ensure optimum asset & revenue protection.
• Ensures business plans support MELCO asset protection requirements.
• Ensures they comply with legislative requirements and achievement of the annual budget and key performance objectives and indicators.
• Analyses and interprets statistical data pertaining to gaming including wins, losses and anomalies in results and ensures that deviations are within normal operating limits.
• Conducts investigations and inquires when required, receives reports and keeps upper management informed of any unusual or suspicious losses.
• Ensures liaison with external agencies and other departments to establish lines of communication and maintains good rapport.
• Attends meetings with internal and external parties to ensure development, best practice and functionality of the Surveillance Department.
• Oversees the planning and establishment of systems and procedures to improve efficiency and the effectiveness of the service delivery to both internal and external customers consistent with company visions and values.
• Ensures the Surveillance Operations team is operating to optimise best outcomes for MELCO.
• Oversees the development and implementation of a human resource plan which addresses the needs of the team and future succession in the areas of training and development, performance management, reward and recognition, and which minimises workplace injuries.
• Ensures that reviews of Company and Department policies, procedures and internal control manuals are completed regularly, to ensure compliance and recommend changes to optimise revenue and Surveillance assets, improve work practices and/or better meets the needs of the business.

KEY PERFORMANCE INDICATORS:

• Department performance in protecting revenue and assets.
• Achieve budget goals.
• Reports and statistical information relation to the operations.
• Presentation of information relating to operations.
• Support of other departments.

Experience

• Extensive experience leading and managing 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.