Job Description

KEY PERFORMANCE AREAS:Supervise Staff

• Coach and mentor staff to deliver on superior customer service, for example meeting and greeting customers and utilising product knowledge to attend to customer queries.
• Hold staff meetings monthly to address personal issues, identify actions to be taken and report back on previous month activities.
• Assist the Branch Operators to deal with clients during busy periods.
• Determine times for Branch Operators to take breaks by controlling time keeping of staff (e.g. lunch breaks).
• Attend to queries / problems which have been escalated by the Branch Operators, for example e.g. late cancellation of a bet or a bet did not print properly.
• Conduct informal monthly staff performance reviews with each staff member to identify areas of improvements and where assistance is required.
• Identify staff training needs and communicate to Area Managers.
• Conduct bi-annual staff performance appraisals in accordance with company policy and procedures.
• Adhere to disciplinary procedures in accordance with the organisations code of conduct.

Manage Branch

• Ensure staffing and rostering is correct to meet Company and Customer needs.
• Receive racing information on a daily basis and make available to customers.
• Maintain records at the Branch, inclusive of the following:

- Turnover book to identify how busy the branch is.- Roster records/Time and Attendance.- Turnover book to track the budget.- Minutes book/Minutes File.- Activity book to record instructions, daily activities and those instances that should be noted.- Leave Plan to ensure branch is always correctly staffed.- Reconciling of cancelled bets.- Form-2 to record the cash-in and -out of the cash office, banking, and cash balancing.- Reconciling of Telebet withdrawals.- FICA records to be submitted within 24hours of bets over R50000 (Fifty Thousand Rand) and CTRS to be filed upon receipt.- Keep records of Downtime to inform on turnover.- Alarm testing records to ensure the alarm is operational in case of burglaries (alarms to be tested on a weekly basis).- Asset register to keep record of all assets within the Branch.- G4S confirmation book to monitor and track money.- Seal book which records money going into bags, the receipt number, and the signatures of all stakeholders.- Seal number book which records the seals in numerical order to ensure money is allocated accordingly to the plan and that seals do not go missing.- Visitors book which records entry into the branch and the reasons of entry.- Services book to record all services rendered in the Branch e.g. pest control or changing of bins and towels, etc- Salary records of permanent staff members to record shift worked each week.- Customer comments/complaints book to monitor and resolve customer problems within 24 hours.- Claims records to ensure the customer fills in the form and the claim is submitted to Claims Department.

• Ensure all staff are aware of internal communications.
• Report technical faults to IT Service Desk e.g. TVs, betting terminals, modems, etc.
• Report non-technical faults to BOPS3/Customer Care i.e. electrical, plumbing, building maintenance.
• Report back to BOPS3/ Customer Care that faults have been cleared.
• Ensure that the branch is kept clean and tidy at all times and the cleaning roster has been scheduled.
• Carry a panic button linked to security service to alert the service provider for assistance.
• Ensure CCTVs are tested daily to ensure good working order of equipment.

Maintain Customer Relations

• Check customer complaints book to monitor complaints / problems on a daily basis.
• Address customer complaints and find the appropriate resolution e.g. race is closed, insufficient staff available.
• Escalate customer complaints where necessary to the Area Manager.
• Engage with customers in the betting hall to increase personal interaction with the customers.

• Ensure customers are attended to timeously and in accordance with company policies and procedures.
• Maintain customer relations to ensure efficient delivery of customer service. Treat each customer fairly and with respect.
• Report back to customer care when the customer query is resolved.

Manage Cash and Monitor the Budget

• Issue the Branch Operators with change on a continuous basis during the day.
• Issue money from the back office if money is not available in the money drawers.
• Manage petty cash to control the movement of money within the Branch:

• Maintain the branch float and the issuing and receipt of money into the cash float.
• Maintain the movement of fund records.
• Monitor the flow of cash to ensure continuous availability of cash i.e. what was received as bets (income) and what was paid out (Complete Form 2).
• Maintain petty cash records, update records on a 15th of month and send through to Cash Control i.e. petty cash balancing sheet.
• Ensure sufficient petty cash is available for staff refreshments (Tea, coffee, sugar, milk).
• Monitor the slot machine money and ensure there are sufficient funds available, and the money is balanced on a daily basis.
• Review slot machine report on GGR at the end of the day i.e. perform banking (the excess the turnover less pay-outs).
• Report any faults to Vslots customer care centre.
• Report on:

• Daily gaming revenue report to identify turnover for the day.
• Daily clearance report to identify errors in machines.
• 7 days report to identify all bets taken and the gross take-out for the whole week.
• Manage Lotto pay-outs and confirm money balance.
• Monitor terminals at the end of the day to determine money surplus.
• Compile turnover report and monthly report:

• Receive and track actual budget for the month in comparison to the annual budget.
• Highlight changes to the Area Manager to perform queries and follow up.
• Make recommendations as to how to increase turnover.
• Submit reports to Area Manager on a monthly basis.
• Record delivery of stock at Branch and ensure this is aligned to the budget limit.
• Manage staff FTE to the branch staffing blueprint and any hourly or overtime expenses must be within budget.
• Balance race cards money and maintain records.
• Balance Petty cash on the 15th of each month and send recon to Cash controller (Function 53).

Manage and Monitor Branch Compliance

• Adhere to licensing legislation and ensure licenses are up to date e.g. licensing of staff members and Branch license.
• Ensure compliance to legislation, for example:
• Health and Safety Regulations are adhered to i.e.

v Smoke free environment.v No alcohol allowed on premises unless there is a bar in outlets.

• Compliance with FICA (Ensure compliance to FICA requirements i.e. correct documentation is required for amounts of R50 000 and above and display the FICA poster).
• Compliance with POPIA and NRGP (Ensure compliance to self-exclusion in the recognition of individuals who have a gambling addiction i.e. details of individuals are to be kept on record and refused admission into the betting hall).
• No admittance of under 18s into the hall.
• Escalate non-adherence to legislation through to Security Service to remove individuals from the betting hall.
• Display posters governing Gambling Board details and Gambling Rules.
• Ensure NRGP pamphlets are available to customers.
• Display Equity and BCEA posters and ensure adherence to this legislation.
• Ensure fire extinguishers are available and serviced annually.
• Adhere to the Electrical Compliance Certificate.
• Display liquor license and renew on an annual basis.
• Ensure compliance of staff members to the organisations code of conduct.

Manage Security

• Ensure correct procedures are followed for closing and opening of the Branch.
• Control the entering of people in the secure area.
• Be vigilant and identify suspicious behaviour.
• Keep abreast of customer rumours to identify any possibly security threats.
• Ensure time lock is set correctly and the safe is in good working order.
• Ensure that all doors can be properly secured.
• Escalate security issues through to the Security Control Room and Security company.
• Ensure branch security measures and incident flow charts are visible and followed.
• Ensure security system is tested weekly and faults must be logged with security company and BOPS3.
• Monitor adherence to money handover procedures.
• Report security issues to Area Manager.
• Ensure torches are in working order.
• Maintain strict access control for entry and exit into the selling area to safeguard staff and company assets.

JOB REQUIREMENTS:

• Matric (Grade 12 NQF level 4) with mathematics as a subject.
• Diploma or Certificate course in Business administration or internal training programme.
• 3-5 years previous experience in a managerial or supervisory role, preferably within the same industry.
• 3-5years experience managing income and expenses to achieve budget.
• Must be computer literate.
• Must be eligible to obtain a Gambling Board License (Clear criminal and credit record).
• Sales experience with the ability to achieve own sales budget.
• Industry Knowledge of the betting and gambling industry
• Knowledge of industry legislation e.g. Licensing, NRGP, POPIA and FICA, Regulatory Compliance.
• Knowledge and understanding of the company policies and procedures.
• Knowledge of Code of Conduct and Human Resources Policies.
• Knowledge and understanding of Tote related products i.e., different types of bets available, betting and placing criteria, how to bet and how to pay out.
• Ability to capture information accurately.
• Knowledge of cash handling and customer care service i.e. identify customers needs and resolve issues.

KEY IMPORTANT CONTACTS:Key Relationships Internally: Betting Operations Cash Control, Finance, IT Customer Care, Management.Key Relationships Externally: G4S; Customers; Suppliers, Other Service ProvidersBEHAVIOURAL COMPETENCIES:

• The ability to analyse data, identify trends, and make data driven.
• Confident team player who is Presentable, Positive, service oriented, Energetic, and friendly
• Has a full understanding of Retail Betting and On-Course environment.
• Ability to listen and empathise with customers.
• Effective communication (both verbal and written)
• Problem-Solving Skills are required as Branch Managers need to be adept at identifying and resolving issues.

DESIRED ATTRIBUTES:

• Accuracy The ability to execute outputs with exactness and precision thereby eliminating errors
• Self-Motivated - The ability to pursue the achievement of an output/objective by internal locus of control without external motivation
• Self-Starter - The ability to act independently and start processes without any external motivation
• Ethical behaviour behave in a manner that is fair and does not put the company at risk legally. Be honest and trustworthy VD
• Telephone etiquette -The ability to answer or make calls prudently and treat the recipient with respect
• Work Under Pressure -The ability to maintain work rate according to standards whilst operating under severe time and delivery constraints
• Reliability - The ability to be trusted to do what is expected in terms of work outcome
• Resilience- The ability to process information, negative and positive, and be able to continue work without negative effect

It is 4Racing intention to promote equity (race, gender, and disability) through the filling of this post with a candidate whose transfer / promotion / appointment will promote representivity in line with the numeric targets as contained in our Employment Equity plan.Note that preference would be given to African Male, Coloured Male and Coloured Female candidates for the purpose of our EE Targets.APPLICATIONS:

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