Vice President Customer Operations

About This Role

Purpose of Job ==================

The purpose of this job is to direct the day\-to\-day and long\-term operations of various functional units within Customer Operations, including Prize Validation, Retailer Contract Administration Lottery and Retailer Contracts Administration COAM; ensuring processes are performed efficiently, effectively, and in compliance with GLC Policies and Procedures.

Essential Duties and Responsibilities

The following duties are normal for this job. These are not to be construed as exclusive or all\-inclusive. Other duties may be required and assigned.

• Directs the day\-to\-day operations, as well as long\-term projects of Prize Validation, Retailer Contracts Administration (RCA)Lottery, and Retailer Contracts Administration (RCA)COAM, as well as other assigned units, providing guidance to the managers of these units. Reviews and approves outcomes, as required.
• Ensures written procedures are maintained and updated in accordance with GLC Board\-approved Policies.
• Serves as a team leader to analyze current operating processes and procedures, determining, recommending, and implementing process improvements which ensure the GLC’s players’, retailers’ and licensees’ needs are met timely and efficiently, and in accordance with GLC Policies.
• Monitors day\-to\-day progress of on\-going processes to ensure timelines are reasonable, and documented procedures are being adhered to.
• Works with GLC’s Internal Audit Department to ensure policies and procedures include appropriate internal controls relevant to the assigned units.
• Monitors the day\-to\-day operations of the GLC’s Retailer and COAM Financial Security Deposit (FSD) multi\-million\-dollar portfolio to ensure appropriate systems are in place to track, retain, increase, decrease or release required FSD instruments.
• Monitors the GLC quarterly and annual annuity prize payment processes.
• Monitors and provides the review and prize payment approval for the GLC Grand Prize/Jackpot prize claims.
• Monitors and ensures adherence to the rules and vendor contracts for the fulfillment of prizes for the GLC 2nd Chance Drawings and Promotion winners.
• Works with the GLC ’s Sales and COAM Departments’ management to monitor and update policies, procedures and processes to ensure the expected levels of service are being provided to players, retailers and licensees.
• Assists with systems analysis, testing, and implementation/upgrade of the varying systems utilized by the Prize Validation, RCA Lottery, and RCA COAM Departments. Ensures the most effective use of the systems, related software and training to ensure managers’ operational needs are met.
• Assists unit managers in resolving customer service issues with GLC players, retailers and licensees.
• Communicates verbally and in writing with GLC players, retailers, and licensees well as internal staff, management, and vendors to resolve customer service issues and/or answer customer inquiries.
• Ensures appropriate systems and processes are in place to provide timely year\-end IRS tax reporting for Forms W\-2G and Forms 1099\. Stays abreast of changes in IRS regulations that affect such reporting requirements.
• Participates in projects and meetings, as assigned by Senior Management.
• Ensures records and files are maintained and retained according to GLC policy and procedure.
• Responds to questions, complaints, and requests for information by telephone, in person, or by mail from citizens, employees, department heads, senior management, etc.
• Supervises, directs and evaluates assigned staff, handling employee concerns and problems, assigning work, counseling, and recommending disciplinary and other personnel actions. Assists and guides managers with responding and correcting situations that arise regarding employee problems or issues.
• Ensures that managers and supervisors are properly trained in areas of customer service, technical updates, etc.
• Prepares, maintains and updates appropriate files, logs, etc. following prescribed procedures.
• Submits to GBI state and national fingerprint\-based identification check and the completion and signing of the Security Awareness statements/training within thirty (30\) days of employment or assignment to ensure the security and confidentiality of information accessing the CJIS (Criminal Justice Information Services) network.

Minimum Training and Experience Required to Perform Essential Job Functions

Bachelor’s Degree in Accounting, Finance, Business Management, or related business degree required with a minimum of six years of combined accounting, finance\-related, and/or business project analysis and management required. Work experience must include a minimum of three years of accounting or business\-related customer service supervision at a management level.

Any equivalent combination of education, training, and experience, which provides the requisite knowledge, skills, and abilities for this job, may be substituted for the required educational degree.

Preferred: Lottery industry management experience highly preferred. MS Word and MS Excel – basic to intermediate skills level preferred.