Officer, Retail Operations (Operations Lead)

Work that powers communities.

Who We Are

Singapore Pools was established by the Singapore government on 23 May 1968 to provide safe and trusted betting to counter illegal gambling. As a not-for-profit organisation, it makes contributions to the Tote Board to fund a wide range of causes in social service, community development, sports, arts, education and health sectors.

Since 2004, over $5 billion have been channelled to the Tote Board. In addition, Singapore Pools also contributes about $2 billion annually to the Government in the form of taxes and duties. Its responsible gaming practices have been awarded the highest level of certification (Level 4) by the World Lottery Association’s Responsible Gaming Framework since 2012.

Since inception, Singapore Pools’ staff have a long-standing commitment to doing good and giving back to those in need. Staff volunteers support activities held all year round, from helping disadvantaged children, youth-at-risk, underprivileged families, and elderly, to conserving the environment.

Job Purpose

Reporting to the Assistant Manager, the individual will manage the day-to-day operations at the assigned premises, monitor, co-ordinate and oversee the deployment of staff.

What You'll Do

• Monitor, co-ordinate and oversee staff training and deployment at the assigned premises to ensure operational readiness and customer service standards are met.
• Handle all staff matters arising, and to refer to upper Management when required.
• Plan and execute the work schedule of casual and part timers, and oversee the front line staff.
• Assist in providing training to new recruits, retraining of existing staff on all Singapore Pools products and services in order to improve productivity and knowledge of staff to meet customer service requirements.
• Perform all administrative and reconciliation/settlement work with regards to the premises.
• Ensure operational readiness of the premises for customers on racedays and ensure maintenance of premises by support department, vendors and service contractors.
• Handle customer feedback and issues.
• Supervise and manage the performance of all frontline staff at the assigned premises in order to motivate staff to meet the objectives set by Management.
• Work closely with Facilities management and other support department in order to maintain and provide a satisfactory environment and ambience for both staff and customers to thrive in.
• Handle ad-hoc activities/events at the premises.

Who You Are

• Preferred GCE A Level /Diploma.
• GCE O Level (with credit in English Language) with relevant experience may also be considered.
• 3 – 5 years of experience in retail management.
• Experience in cash management and customer service.
• Monitor and manage overall premises’ profitability and operating cost.
• Basic knowledge of excel, and computing skills and systems.
• Able to manage and resolve any difficult customer situations.
• Proven leadership skills to lead and manage frontline staff.
• Able to work on weekends, evenings and public holidays.
• Able to work under intense environment.

What We Offer

• Comprehensive total rewards package
• Health & wellness benefits
• Continuous learning and upskilling opportunities
• Volunteerism and community initiatives

Only shortlisted candidates will be contacted for further career conversations.