Operation General Manager

ELEGANT CLASS SDN. BHD.; Penang; On-site; MYR 180,000 - 280,000; Full time

Job summary

ELEGANT CLASS SDN. BHD. is seeking an experienced Head of Operations to lead multiple gaming outlets, driving overall performance, revenue, service standards and people management.

You will set objectives for Outlet Managers, monitor KPIs, enhance player experience, ensure compliance and coordinate with HR on staffing. This role demands strategic thinking with hands-on oversight and willingness to work irregular hours.

Qualifications

• Strong and relevant gaming industry experience.
• Experience managing multiple outlets.
• 3+ years supervising a team/department.
• Experience with slot/gaming-machine operations.
• Recruitment coordination, rostering, attendance, discipline, training and performance management.
• High integrity, willing to work irregular hours.

Responsibilities

• Lead and coordinate gaming operations across all outlets.
• Set performance objectives for Outlet Managers.
• Monitor revenue, KPIs and operational targets.
• Drive service quality and player experience.
• Ensure compliance with policies and gaming requirements.
• Develop succession planning and talent pipeline.
• Provide regular operational reviews to senior management.
• Manage staffing, rostering and performance across outlets.

Skills

People leadership

Coaching

Stakeholder management

Strategic oversight

Communication

Education

Diploma or Degree in Business Administration, Operations Management or related field

Job description

We are seeking an experienced Head of Operations to lead multiple gaming outlets, overseeing operational performance, revenue, service standards and people management while providing clear direction and accountability to Outlet Managers.

Key responsibilities

Overall Gaming including Operations Visits

Provide overall leadership and direction for gaming operations across all outlets.

Establish consistent operational standards, procedures, and service expectations.

Monitor the performance of each outlet and identify areas requiring improvement.

Ensure effective coordination between Outlet Managers and supporting departments.

Conduct regular operational reviews with Outlet Managers.

Drive continuous improvement in operational efficiency and service quality

Conduct Regular Operations Visit during operations hours (Including Weekends/Nights/after Midnights)

Outlet Manager Leadership

Set and communicate performance objectives for each Outlet Manager.

Review outlet performance regularly against agreed KPIs.

Hold Outlet Managers accountable for revenue, operational standards, staffing, player experience, and compliance.

Coach and develop Outlet Managers to strengthen their management capabilities.

Identify performance gaps and implement appropriate improvement plans.

Ensure consistency of management practices across all outlets.

Develop a strong pipeline of operational talent and succession opportunities.

Revenue & KPI Management

Monitor outlet revenue and key performance indicators.

Analyse performance trends and identify opportunities for revenue improvement.

Set appropriate operational targets in conjunction with senior management.

Review outlet-level performance and establish corrective actions where required.

Monitor productivity, staffing efficiency, player activity, and other relevant operational indicators.

Provide regular consolidated performance reports to senior management.

Ensure Outlet Managers understand and take ownership of their financial and operational targets.

Player Experience

Monitor customer feedback and operational issues.

Identify opportunities to improve player satisfaction and retention.

Ensure Outlet Managers actively manage service quality within their respective outlets.

Implement initiatives designed to enhance the overall player experience.

Ensuring compliance with company policies, procedures, and applicable gaming requirements.

Establishing appropriate operational controls.

Identifying and mitigating operational and business risks.

Ensuring Outlet Managers understand and comply with required standards.

Conducting regular reviews of operational procedures and controls.

Escalating significant operational, compliance, or risk matters to senior management promptly.

People & Organisation Management

Lead and motivate Outlet Managers and the wider operations function.

Review manpower requirements across outlets.

Work closely with HR on recruitment, performance management, training, and succession planning.

Develop a high-performance culture based on accountability and teamwork.

Identify capability gaps and implement appropriate development programmes.

Ensure effective communication between management levels and outlets.

Key Success Measures

Overall gaming revenue and outlet performance.

Achievement of agreed operational KPIs.

Improvement in player experience and service standards.

Outlet operational efficiency and productivity.

Performance and development of Outlet Managers.

Compliance and risk-management performance.

Staff retention, engagement, and capability development.

Successful implementation of operational improvement initiatives.

Consistency of standards across all outlets.

Overall

The ideal candidate should have:

Strong and relevant gaming industry experience.

Proven experience managing multiple outlets, properties, branches, or operational locations.

Previous experience managing Outlet Managers or equivalent middle-management positions.

Strong understanding of gaming operations and player experience.

Proven ability to manage revenue, KPIs, productivity, and operational performance.

Strong people-leadership and coaching capabilities.

Experience managing compliance, risk, controls, and operational standards.

Strong commercial and analytical capability.

Ability to identify operational problems and implement practical solutions.

Strong communication and stakeholder-management skills.

High integrity, accountability, and professionalism.

Ability to operate strategically while maintaining sufficient hands-on oversight of the outlets.

About you

Diploma or Degree in Business Administration, Operations Management or related field. Strong experience can substitute for a degree.

5-8 years in club, gaming, entertainment operations.

At least 3 years supervising a team/department.

Experience with slot/gaming-machine operations, machine performance and floor controls strongly preferred.

Recruitment coordination, rostering, attendance, discipline, training and performance management.

High integrity, confidentiality, strong numerical ability, decisive, calm under pressure and willing to work irregular hours.