Manager, Operations

2 months ago

Toronto, Canada Responsible Gambling Council Full time

**Manager, Operations***:
**Full-time, permanent***:
**Hybrid work environment, Toronto-based***:
The Responsible Gambling Council (RGC) is a leading international authority on responsible gambling—providing insights to industry stakeholders through its research, advisory services and problem gambling prevention programs, as well as accrediting responsible gambling initiatives to gambling companies across the globe. Based in Toronto, RGC operates independently from the gaming industry, allowing it to offer unbiased insights and services related to responsible gambling.

As part of its prevention mandate, RGC operates

Reporting to the Associate Director, RG Check, the Manager, Operations will support the execution of the RG Check accreditation process, ensuring that the process, procedures and deliverables are completed efficiently and in line with RG Check’s commitment to excellence. The Manager will also participate directly in the accreditation process and support RG Check Analysts as needed.

**Key Responsibilities***:
**Program Operations & Client Relations**:

- Draft, negotiate and oversee contract execution
- Manage project invoicing including project-related expenditures
- Use CRM to effectively track and monitor projects
- Act as a key resource to clients for onboarding - clarify requirements, schedule deliverables, set expectations, and address issues
- Contract and supervise third-party suppliers
- Assist in business development activities including researching opportunities in new jurisdictions
- Liaise with internal Marketing Communications department for promotion and to provide content and information as needed for stakeholder engagement
- As required, support the RG Check Analysts throughout the RG Check accreditation process i.e. conduct document analysis, venue visits, site assessments, employee interviews, employee and player surveys; report results; and write, edit and format business reports and presentations

**Quality Assurance and Continuous Improvement**:

- Review reports for quality assurance; assess report content against established requirements to ensure the quality, consistency, and professionalism
- Manage and execute RG Check’s continuous improvement processes
- Contribute to RG Check’s knowledge management processes including record keeping, developing procedures/protocols for storage and distribution, etc.
- Make recommendations to the Associate Director with regard to service optimization, business process simplifications, and identify areas for improvement

**Skills/Experience**:

- Bachelor’s or Master’s degree required in related field (i.e. social sciences, business and/or public health).
- 5-8 years of work experience, preferably in a policy, standards, regulatory and/or consulting environment; combination of education and work expertise will be considered.
- Experience in quality assurance, project management, continuous improvement, and/or knowledge management
- Experience with audit processes including document assessment, interviews, surveys, etc.
- Excellent report writing and editing skills
- Expertise in developing and reviewing SOWs and contracts, including the development of detailed budgets and project work plans
- Ability to effectively present information and respond to questions from clients & colleagues with a high degree of professionalism
- Strong time/self-management skills; proven success managing and meeting multiple and competing deadlines; able to multi-task and prioritize under tight timelines
- Knowledge and experience managing a CRM system
- Ability to remain objective and consider all relevant information and data
- Attention to detail coupled with a strong commitment to high quality work
- Results oriented, strong collaborator; proactively seeks out solutions/strategies
- Strong time/self-management skills; proven success managing and meeting multiple and competing deadlines; able to multi-task and prioritize under tight timelines
- Excellent interpersonal, consensus building, judgement and consultation skills
- Enthusiastic, adaptable team player with demonstrated ability to show initiative
- Experience working with diverse populations, cultural awareness, and ability to communicate in an inclusive and equitable manner
- Experience in gambling harm prevention or knowledge of the gambling industry is an asset

Annual salary range for this position is $63,200 - $79,000, commensurate with skills and experience, plus excellent benefits and flexible work environment.

RGC celebrates and values cultural diversity and is committed to attracting and retaining a diverse staff. We will honor your experiences, perspectives and unique identity. Together, our organization strives to create and maintain working environments that are inclusive, equitable and welcoming.

The Responsible Gambling Council is committed to providing an accessible recruitment process and workplace. Please let us know if you require accommodation under the Accessibi

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