Sr Relationship Management Advisor

OLG; Toronto; Hybrid; CAD 75,000 - 95,000; Full time

Job summary

OLG is seeking a Sr Relationship Management Advisor to enhance relationships with Charitable Gaming Centres in Ontario. The role involves managing multiple locations, ensuring service providers comply with contractual obligations, and monitoring performance. Candidates should possess a college or university degree and have significant experience in business operations, ideally in gaming or hospitality. Join OLG to contribute to a socially responsible organization focused on delivering excellent gaming experiences.

Benefits

Flexible Work Environment

Public Service Pension Plan

24-7 access to online learning programs

Qualifications

• 5 years Business Operations Management experience, preferably from Gaming or Hospitality Industries.
• Strong ability to align stakeholders with competing interests.
• Knowledge of working in a regulated environment.

Responsibilities

• Be the primary contact for designated Charitable Gaming Centre(s) and manage relationships with Service Providers.
• Identify opportunities and proactively resolve issues to support the Charitable Gaming Centre(s).
• Facilitate discussions and provide insights for strategic decisions and performance monitoring.

Skills

Relationship Management

Business Intelligence

Negotiation

Communication

Strategic Thinking

Education

College or University degree

Job description

We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2023-24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.

We are ready to take this game to the next level and need a passionate Sr Relationship Management Advisor to be the primary point of contact between OLG and designated Charitable Gaming Centre(s) (6-10 locations) in managing the day-to-day relationship with Service Providers / cGaming stakeholders while supporting the achievement of contracted outcomes and issue resolution.

YOUR ROLE IN THE GAME

Reporting to the Director Relationship Management, you will be empowered to :

Create an environment to provide expertise and tactical advice at the local level on operations processes and day to day business matters so the Service Providers / cGaming stakeholders are well positioned to achieve contractual obligations.

Represent the Relationship Management Team at all Operational Management Committees (RG, IT, Compliance and adhoc committees).

Engage Business Partners in discussions to provide support or recommend appropriate course of action that enables local Charitable Gaming Centre(s) to realize opportunities and resolve issues.

Challenge internal assumptions and expectations to appropriately articulate and represent the needs of local Charitable Gaming Centre(s).

Enable local Chartable Gaming Centre(s) success by bringing forward issues for internal discussion to facilitate the removal of barriers.

Proactively identifies opportunities / risks and resolves or quickly escalates non-performance against contractual or compliance matters to the broader Relationship team.

Monitor and appraise cGaming Centre performance to identify concerns and anticipate issues and opportunities.

Support the Relationship Team and Business Partners when considering potential remedies or impacts of proposed contract or policy changes.

Review and provide feedback on the Charitable Gaming Centre(s) Annual business plan.

Collaborate with and provide advice for the Charitable Gaming Centre(s) Management to deliver effective programs that support positive financial outcomes and funding to Charities through review and approval of routine changes to the Session Bingo Programs including structure and prize boards.

Consult with the Director for any new program concepts or non-routine elements to determine the approval required.

Facilitate Annual Budget Forecast process to gain insights and intelligence from the Charitable Gaming Centre(s) for Business Partners.

Participate in internal discussions and provide guidance and expertise to internal Business Partners when coordinating programs and efforts between Charitable Gaming Centres(s) and OLG.

Provide training and support to the Charitable Gaming Centre(s) and coordinate and execute Self-Exclusions for all OLG lines of business for the successful administration of the OLG Self Exclusion Program.

WHAT YOU NEED TO PLAY

Work Experience :

• 5 years Business Operations Management preferably from Gaming, Entertainment or Hospitality Industries.
• Multi-unit or Regional / District Management preferred
• Previous experience in a functional role interacting with Service Provider is preferred. Experience gathering insights that inform strategic decision making.
• Experience aligning stakeholders with competing interests.

Education : College or University degree (preferably business degree)

Critical Skills :

• Relationship Management
• Proven ability to use business intelligence for forward thinking.
• Accumulated broad business acumen, solid understanding of revenue drivers and ability to identify levers that can positively impact performance
• Communication / Interpersonal
• Knowledge of working in a regulated environment.

Negotiation and Influence : ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships

Strategic Thinker : strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions

Collaboration & Fun : inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust : do what's right and operate with transparency and openness

Licenses, Registrations, Certificates :

AGCO Category 1 Gaming Assistant Registration (Initiated at offer stage - employment is conditional upon obtaining and maintaining this license)

PERKS OF JOINING OUR TEAM

Part of a Bigger Picture : socially responsible company that gives back all its profits to the province and people of Ontario

Flexible Work Environment : to help balance both work and life

You Matter : family friendly work practices and hybrid work

Freedom to Innovate : supports new and better ways to be successful

Be your Authentic Self : environment that values diversity as a source of strength

Learning Galore : 24-7 access to robust online learning programs

Public Service Pension Plan : participate in a major defined benefit pension plan sponsored by the Government of Ontario

Variable Pay Program : performance-based incentives to share in our success (Permanent OLG Employees Only)

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Relationship Advisor • Toronto, Ontario, Canada