Team Leadership Opportunity
The role of Team Leader is a pivotal position within our organization, where you will have the opportunity to lead and manage a team to achieve business objectives.
As a Team Leader, your primary responsibility will be to oversee the day-to-day operations of the branch, ensuring that all tasks are completed efficiently and effectively.
* Manage the branch to ensure achievement of targets within your areas in accordance with operational strategies.
* Drive business results by creating an open dialogue with guests to educate them on all branch products.
* Ensure betting boards are updated timeously.
* Update memos, card changes, results, and scratchings which occur throughout the day.
* Be knowledgeable on all game rules, odds, and pay-outs.
* Team members must be knowledgeable of confirmation limits and ensure they call the BSC department before laying a bet over the limit.
* Taking customer bets where applicable.
Cash Administration
* Cash management within the branch according to defined processes/procedures and minimize risks, theft, or fraud.
* Educate team members on all FICA Compliance.
* Ensure daily banking schedules are submitted to the Branch Manager/Senior Team Leader.
* Ensure adherence to credit card administration and EFT policies where applicable.
* Ensure team members are issued with correct floats at the end of their shift.
* Interim checks must be done within the course of the day with the team leader on duty.
* Ensure to reconcile by the end of shift to the balance reflected on the LPM/Admin/HIS report.
* Recovery process must be managed in line with processes/procedures.
* The correct process must be followed with lost ticket claims.
* Ensure the ticket number is received from the Helpline when processing the claim.
* Record the guest's details and D number to validate payment after 90 days.
Branch Reporting
* Ensure that daily newsflashes provide a high-level overview of the operations for the day.
* Manage branch stock control to ensure that there is sufficient supply (although not over/under).
* Ensure that a stock taking is done weekly and account for stock shortages.
* Team Leaders must send an email notifying the Branch Manager/Senior Team Leader and Cash Management department of the shortage.
Security Management
* Be aware of your surroundings when opening and closing the branch.
* Ensure all security factors are adhered to when banking is conducted.
* Be aware where all panic buttons are placed within your branch.
* Ensure all cameras inside and outside the branch are all in working order.
* Manage all security aspects in the branch.
* The cashing up process must be conducted with the branch doors closed with security monitoring the area.
Branch Appearance
* Ensure that the branch is always neat and tidy according to organizational standards.
* Ensure that facilities are well maintained and in good working condition.
* Comply with all procedures to prevent losses to the organization, advising your branch/senior team leaders promptly of any problems/malfunction with the terminals/equipment/resources.
Compliance
* Compliance and adherence to organizational internal control policy.
* Ensure compliance with company, legislative, and legal requirements.
* More specifically, ensure compliance with regulatory requirements.
* Compliance to the code of ethics and escalate fraudulent activities.
* Ensure that there is a registered FICA officer on site at all times during operating hours and compliance posters are displayed.
* Ensure a manager with a license must always be on duty before a shift begins to ensure service is provided to guests.
* Ensure all team members are dressed in their correct uniform when on duty.
* Credit bets are not allowed to be taken by any team member.
* Team members on duty are not allowed to take personal bets within the Branch.
* Team members are not allowed to be behind the terminal counters when off duty.
* Team members on duty are not allowed to utilize the Limited pay-out machine.
Communication
* Ensure all operational communication within the branch is circulated to all team members.
* Ensure team members are aware of key business campaigns, business updates, and marketing campaigns.
* Ensure that the correct lines of communication are followed at all times and that timeous feedback is provided to support office when information is requested.
People Management
* Manage team member rosters/schedules and ensure the branch is adequately staffed taking into account busy periods, events, and operational requirements.
* Ensure staff attendance and behavior is managed with the guidance from Branch Manager/Senior Team leader.
* Ensure all new take recruitment documentation is submitted timeously to the Human Resources department.
Guest Service
* Ensure to provide good guest service by being friendly, helpful, polite, and courteous at all times.
* Pro-actively address guest complaints and ensure guest feedback is positive.
* Build strong relationships with regular guests.
* Create a guest-centric culture within the branch and drive the philosophy of 'service with a smile' at all times.
Values
* Actively promote the organizational values.
* Live the values and lead as an example to the team.
* If the branch has LPMs, responsible for management thereof.
* If the branch has F&B facilities/RD facilities/support office teams/training facilities, ensure a close working relationship with these divisions.
* Work closely with the Branch Manager/Senior Team leader and suggest areas of improvement to ensure that the branch attracts and retains guests.
* Must be available 24/7 in case of emergencies.