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KEY PERFORMANCE AREAS AND RESPONSIBILITIES
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Key Performance Area
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Performance Outputs
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Strategic Management
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Operational Results
- Strategic Management Operational Results
- Identify potential online and retail betting products and solutions
- Develop strategic relationships / networks developed to maximise business opportunities and capitalise on revenue
- Create a strong and consistent brand identity for the MWOS and DJD brand
- Implement the defined betting standards and processes at a Group,within the retail environment
- Conduct regular visits to retail branches to ensure the operation enables a competitive betting environment
- Maintain and further develop relationships with service providers in order to monitor latest news, markets and promotions at a national and international level.
- Works with onsite retail teams to build and optimise the retail product and service offering
- ·Collaborates with Marketing Manager to develop customer retention and acquisition campaigns and promotional events
- Monitor awareness levels and undertake training and communication programmes, in conjunction with the marketing team, to improve the level of understanding, focus and promotion of MWOS betting products, by staff and agents.
- Effective Communication of plans, standards and progress with the business operation General Managers and gaming teams to ensure integration and delivery against objectives
- Provides feedback and reports back to Regional management on the performance and challenges within the sports betting environments
- Provides feedback on operations to management team on initiatives, performance, concerns, etc.
- Management of leases and relevant business licences
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Financial Management
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- Compile revenue growth plans and performance reports
- · Provide support and relevant, cost-effective solutions to challenges being experienced
- · Reports and provides feedback to executive management on progress around projects, and
- financial analyses on revenue; as well as plans to optimize revenues
- ROI analysis of monthly spend vs returns
- Oversee payouts and deposits
- Implement and Manage Operational and Capex Budget
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Compliance + Risk Management
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- Compile revenue growth plans and performance reports
- Provide support and relevant, cost-effective solutions to challenges being experienced
- Reports and provides feedback to executive management on progress around projects, and
- financial analyses on revenue; as well as plans to optimize revenues
- ROI analysis of monthly spend vs returns
- Oversee payouts and deposits
- Implement and Manage Operational and Capex Budget
- 0% deviation from Operations Budget + CAPEX
- 0% deviation from Expense Control Budget
- GP Improvement
- 100% achievement of Turnover Targets (Retail and Online)
- 100% Optimal Staff Scheduling
- 100% Overtime Management
- Market-share growth year on year (industry growth dependent)
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Customer and Relationship Management
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- Ensure effective implementation of Marshall’s World of Sport’ brand strategy to entrench the brand across the organisation.
- Recommend betting solutions that match client preferences across all channels
- Drives a customer experience in line with business customer value proposition
- Deals with escalations / complaints effectively and timeously
- Frequent Interaction with customers (especially VIP’s)
- Manage response / communication to relevant customers
- Implement customer retention strategies for the business
- Measure guest feedback from various guest feedback channels
- 100% compliance to customer standards
- Customer Feedback (Internal and External)
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People + Leadership Management
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- Drives a performance management culture
- Provides direction and support to all management and employees with regard to product, performance, development and innovation
- Provides motivation and leadership to promote positive working relationships
- Track, measure and enhance employee engagement
- Performance Management Contracts in accordance with IDP’s For Regional Managers
- Employee engagement levels
- 360 Surveys
- Culture Survey
- Reward and Recognition programs
- Identify and manage training, coaching and development requirements in line with
- strategic plans, e.g. skills shortages, succession plans, talent management to build a solid talent pipeline
- Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements
- Performance Management and coaching of reporting managers to ensure KPAs are achieved
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KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)
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COMPETENCY LIBRARY
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Technical Competencies:
- Sports betting knowledge
- Book management
- Online sports betting platforms & technology
- Digital acumen
- Corporate knowledge
- Online trading / risk legislation
- Marketing
- Business Acumen
- Proficiency in MS Office
- Networking skills
- Financial Acumen
- Coaching
- Gaming Legislation, regulations, standards
- Contract management
Innovation + Improvement Results
- Propose business case to meet changing business priorities (environmental changes, market trends) and grow the business
- Financial Viability and Feasibility Study of new opportunities within retail sports betting
- RM/BM Managers Checklists
- Performance Dashboards
- Staffing schedule
- Mystery Shopper Reports
- Branch Visit Feedback
- 100% implementation of operational strategy and business objectives
- 0% deviation from company standards
- Innovative business solutions proposed and supported to EXCO
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Generic Competencies:
- Building Positive Working Relationships
- Customer Centricity & Stakeholder focus (conflict handling skills very important)
- Drive for Results
- Decision-making skills
- Planning
- Analytical skills
- Influencing
- Controlling & directing resources
- Motivating others
- Innovation & continuous Improvement
- Strategic Business Perspective
- Leading Change
- Developing others
- Valuing Diversity & Inclusiveness
Values
- Passion
- Proactive
- Accountability and Ownership
- Change
- Teamwork
- Service Excellence
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