Dealer Manager

About the role

The Dealer Manager is responsible for overseeing the daily operations and performance of the dealer team to ensure smooth, efficient, and high-quality live gaming operations. This role manages dealer scheduling, performance, coaching, compliance with gaming regulations, and service standards while maintaining a positive and productive work environment.

Key responsibilities

• Manage the daily operations of the dealer team and ensure sufficient staffing for all gaming tables.
• Supervise, coach, and evaluate dealers to maintain high performance and service quality.
• Conduct regular performance reviews, provide feedback, and implement development plans.
• Monitor gaming operations to ensure compliance with company policies, internal procedures, and regulatory requirements.
• Handle operational issues, customer complaints, and escalations promptly and professionally.
• Coordinate dealer schedules, attendance, leave requests, and manpower planning.
• Ensure dealers adhere to standard operating procedures, game rules, and responsible gaming practices.
• Identify training needs and work closely with the Training team to improve dealer skills and product knowledge.
• Monitor KPIs such as dealer productivity, game accuracy, customer satisfaction, and operational efficiency.
• Prepare operational reports, incident reports, and performance summaries for management.

About you

• Bachelor's degree in Business Administration, Hospitality Management, Casino Management, or a related field.
• Minimum 7 years of experience in casino or live gaming operations.
• At least 3-4 years of managerial or supervisory experience leading dealer teams.
• Strong knowledge of live casino operations, gaming procedures, and regulatory compliance.
• Excellent leadership, coaching, and people management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Willing to work on shifting schedules, weekends, and holidays as required.