Senior Retail Compliance Specialist

OverviewSenior Retail Compliance SpecialistRange: 66400.00 - 99600.00 CADOLG is transforming its organization to better serve Ontarians by delivering great gaming experiences through digital retail, lottery, and land-based gaming channels. OLG delivered a record $2.4 billion in net profit to the Province of Ontario in fiscal 2023-24 and is expanding with a new strategic direction as a world-class gaming entertainment leader with an omni-channel platform.RoleWe are looking for a passionate Senior Retail Compliance Specialist who will be accountable for reviewing failed Mystery Shops and other breaches of the Retailer Policy Manual (RPM). This includes education communication, eLearning tracking, and penalty enforcement to reduce risk to OLG and its customers by increasing retailer compliance with AGCO standards and regulations and the RPM.Your ResponsibilitiesCarry out review and follow-up related to compliance issues at retail locations in accordance with the RPM, policies and procedures, and AGCO standards & regulations.Review and analyze reports on retailer activity, take action to minimize customer impact, ensure retailer compliance, and protect the integrity of OLG products and processes.Maintain records related to non-compliance with accurate and concise evidence reports and notes.Act as the primary point of contact for internal and external stakeholders to review retailer non-compliance incidents or penalties and for the OLG Retailer Mystery Shop program (Vendor Managed).Apply corrective actions relating to retailer non-compliance according to the RPM and Penalty Matrix.Establish working relationships with internal stakeholders, providing expert advice on products, technology, and customer-facing issues to ensure investigations are comprehensive and detailed.Manage and ensure retailer compliance with assigned eLearning completion.Serve as the primary contact for retailer inquiries, offering guidance on compliance products and services to maintain strong partnerships with OLG.Develop and maintain knowledge of OLG products, systems, services, and promotions; seek opportunities to improve department processes and procedures.Follow up on cases of non-compliance via outbound calls with a focus on exceptional customer service aligned with OLG policies and procedures.What You Need to PlayWork Experience: 2 years of relevant experience; customer service or investigations experience with emphasis on complaint handling and early resolution; proven ability to document situations and findings in writing and in reports.Education: University degree or college diploma in a relevant field; knowledge of provincial regulator/retailer compliance programs, understanding of gaming/entertainment or related industries, and/or strong understanding of OLG operations and IT systems (preferred).Critical Skills: Analytical/problem solving/decision making; ability to manage stress and competing priorities; effective teamwork; attention to detail; de-escalation skills; good judgement; time management; verbal and written communication; interpersonal skills.Collaboration & Fun: inclusive and collaborative work style with a sense of fun and excitement in our work.Integrity and Trust: do what’s right and operate with transparency and openness.Perks of Joining Our TeamPart of a Bigger Picture: socially responsible company that reinvests profits into Ontario.Flexible Work Environment: supports work-life balance.You Matter: family-friendly practices and hybrid work.Freedom to Innovate: supports new and better ways to be successful.Be Your Authentic Self: diverse environment valued as a strength.Learning Galore: robust online learning programs.Public Service Pension Plan: participate in a major defined benefit plan.Variable Pay Program: performance-based incentives for permanent OLG employees.Equity, Diversity & InclusionOLG values equity, diversity, and inclusion as essential elements of our culture and core to the Five Truths that OLGers Live by. Our employees have space to be themselves and use their perspectives and skills to benefit Ontario.How to Learn MoreTo learn more about OLG, please visit our website. Interested applicants should apply online by September 30, 2025.Equal Opportunity & AccessibilityOLG is an equal opportunity employer and provides accommodations in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources if you require accommodation at any time during the hiring process.We thank you for your interest; however, only those selected for an interview will be contacted.#LI-Onsite #J-18808-Ljbffr